Guest Experience Representative

POSITION OVERVIEW

Reporting to the Guest Experience Supervisor, the Guest Experience Representative performs informational and referral duties to assist the public in locating and/or accessing various services provided by Tampa International Airport and other community agencies.

Performs informational and referral duties to assist guests while anticipating and responding to their needs to enhance the overall guest experience at Tampa International Airport.

POSITION ACCOUNTABILITIES

Note: The following position responsibilities are illustrative and not exhaustive. The position description is not intended to be, nor should it be construed as an all-inclusive list of the duties associated with the position. Management may require incumbents to perform job duties other than those contained in this document at any time. Depending on assigned area of responsibility, incumbents in the position may perform one or more of the activities described below.

• Provides information and assistance to Airport guests concerning the use of the facility, available services, local attractions and flight information.
• Provide direction and assistance to incoming international passengers in the Federal Inspection Station and formulates detailed reports to Aviation Authority staff on significant observations. Follow up on reported issues to ensure that the problem has been corrected. 
• Conducts educational walking tours of the Airport terminal for the schools, groups, and community organizations.
• Conducts educational bus tours of the airfield for the schools groups, and community organizations.
• Provides VIP tours as necessary.
• Monitors escalators, elevators, shuttle cars, and the monorail system concerning accidents and outages.
• Acts as an official representative of the Aviation Authority at school fairs, festivals, and community functions. Maintains a booth or display, providing literature and promotional items.

MINIMUM QUALIFICATIONS

• Graduation from a high school or possession of a GED Certificate; and two years of customer service experience in a public contact capacity.
• Must be able to pass a pre-employment drug screen as well as complete and successfully pass the TSA badging and background process.

JOB SPECIFIC COMPETENCIES

• Working knowledge of Airport and community resources and of available information and service sources.
• Working knowledge of office practices and procedures.
• Skill in making presentations to groups.
• Ability to deal courteously and effectively with the public.
• Ability to communicate effectively both orally and in writing.
• Ability to organize and maintain files and records.
• Ability to operate general office equipment.
• Ability to work effectively with others.

TPA MISSION STATEMENT

To be a major driver in the economic growth of the Tampa Bay Region. We will be leading edge innovators to create global access and extraordinary customer experiences through our people and facilities to build prosperity for our stakeholders and the region.

TPA VISION STATEMENT

To be a vibrant aviation gateway for Tampa Bay, providing access and economic opportunity for our stakeholders.