2P24
PAY RANGE: EP18
GENERAL DEFINITION
This is supervisory work with responsibility for supervising assigned public information programs and/or the airport’s Communication Center as part of the City's municipal airport's customer service effort. Employees in this class supervise either the airport's Communications Center, information counters, or customs customer service, involving the dissemination of accurate information to the traveling public. Employees perform a variety of customer service work in addition to program supervision.
Work involves extensive contact with the general public, departmental, tenant and airline employees. Work is performed under the direction of an Airport Public Affairs Manager, Guest Experience Manager, or Operations Manager.
ALLOCATING FACTORS: (The following conditions must be met for a position to be allocated to this class:)
1. The position must be responsible for directing either the Communications Center, Information Counters, or Passenger Assistance Program.
2. The position must perform a variety of professional customer service assignments.
3. The position must report to the Airport’s Public Affairs Manager, Airport Guest Experience, or Operations Manager.
TYPICAL EXAMPLES OF WORK (ILLUSTRATIVE ONLY)
Supervises assigned programs encompassing subordinate staff; plans, assigns, and reviews the activities of employees engaged in information delivery services as part of either the Airport's Communications Center, information counters, Passenger Assistance Program and bilingual receptionist programs; monitors and/or does the preparation and revising of work schedules to ensure adequate coverage; develops, monitors, and performs the orientation and training of new employees; interviews prospective staff and makes selection decisions; identifies and initiates disciplinary action when required.
Receives complaints from airport passengers, tenants, airline personnel, or the general public either through letters or complaint forms; reviews the nature of the complaint; identifies the problem by contacting individuals in the airport or airline and tenant personnel; assesses the validity of the complaint and inquires about corrective action; notifies superiors on the nature of the problem; prepares a response to complainants, either describing the reason for the problem or assuring individuals the problem will be corrected; may submit letter to superior, including the director, for approval.
Directs activities for services to distressed passengers whose flights have been canceled due to inclement weather or emergency conditions; ensures arrangements are made for the accommodation of distressed passengers; supervises receptionists providing distressed passengers with food, blankets, pillows, and entertainment books, and information about their flight situation; ensures materials and supplies are always on-hand in the event of possible inclement weather or emergency conditions.
Plans, assigns and reviews the activities of employees engaged in providing information and referral services to airport passengers and visitors; prepares and revises work schedules to ensure adequate coverage; orients and trains new employees; provides information and referral services as required.
Performs related work as required.
REQUIRED KNOWLEDGES, SKILLS AND ABILITIES
KNOWLEDGE OF:
• English usage, grammar, rhetoric, punctuation, and spelling
• airport operations, facilities, and services
• the practices and techniques used in writing promotional and informational material
• training principles and practices
ABILITY TO:
• supervise employees engaged in providing information services
• plan, organize, and direct information services and/or Communications Center programs
• evaluate written materials from the standpoint of the reader
• recruit, train, and assign subordinates engaged in conducting information and services
• communicate and present information effectively, both verbally and in writing, to employees, individuals, and various groups
• use computers and standard software for word processing, database management, and preparation of reports
• establish and maintain effective and harmonious relationships with associates, and the general public
MINIMUM ACCEPTABLE TRAINING AND EXPERIENCE (The following statement represents the minimum training and experience standards which will be used to admit or reject applicants for tests. Applications submitted by candidates for this class will be reviewed based on training and experience requirements as approved on 5/96.)
EDUCATION:
Completion of a bachelor's degree program at an accredited college or university with major coursework in journalism, English, education, advertising or a related field.
AND
GENERAL EXPERIENCE:
Two years of full time paid experience in public relations or airport operations work involving public contact in providing airport and travel information to passengers and other visitors in a large metropolitan airport.
Any equivalent combination of education and experience determined to be acceptable by the Office of Human Resources.
PHYSICAL AND MEDICAL REQUIREMENTS
Ability to physically perform the duties and to work in the environmental conditions required of a position in this class.
Spec. Revision:
CSC - 4/96
Ad. Board - 5/96
Consolidated w/2P25:
CSC – 8/09
Ad. Board – 9/09
Latest Spec. Revision:
CSC – 3/22
Ad. Board – 4/22
SA