Airport Ambassador

Job Description:

Airport Ambassadors are the front-line representative of the Airports Authority and demonstrates friendliness and helpfulness to travelers from nations all over the world.

Airport Ambassador

This is a non-career, temporary position.

Serves in the Airport Operations Department at Washington Dulles International Airport (IAD).

Models stellar customer service in providing information, customer service assistance and support to the traveling public and other airport users at IAD. Provides airport program and administrative support as needed. Performs related functions.

GENERAL RESPONSIBILITIES

Guides the flow of passengers through the Airport’s international arrivals areas including the International Arrivals Building (IAB) and/or the Federal Inspection Station (FIS) by managing passenger lines, announcing flights, restricting queues, and directing customers to IAD's various check-in points and through customs, arrival, baggage, and concession areas.

Responds quickly to passenger questions and concerns, providing accurate information on flights, customs processes, ground transportation, and amenities offered in and around IAD.

Guides and informs passengers in the international facility by using customer service techniques and knowledge of U.S. Customs and Border Protection (CBP) regulations and processes, Airports Authority, IAD and non-Airports Authority offices’ functions and key programs.

Directs passengers to a CBP Officer for processing.

Helps identify and analyze passenger expectations and concerns based on results of surveys, and/or customer complaints; makes recommendation to immediate supervisor to improve queuing procedures, patterns and wait times in the IAB/TSA areas.

Keeps abreast of information and issues that concern international flights and passengers.

Participates in Airport customer service initiatives such as the Going the Extra Mile program.

Assists Airport Operations Duty Managers in situations when the Aero Train (Automated People Mover) is out of service, by re-directing passengers.

Supports special event and promotional activities by providing information, tours, and general customer service assistance/support as required.  May set up/tear down equipment/supplies for special events or assist with other types of set-up and clean up.

Performs other duties as assigned.

QUALIFICATIONS

Must be either US Citizen or Lawful Permanent Resident (Green Card).

Ability and willingness to interact with and provide assistance to others, including persons of different ethnic, cultural and socio-economic backgrounds.

Ability to work independently and solve routine problems in accordance with established priorities, policies, procedures, and standards.

Ability to speak and write effectively with emphasis on listening to and answering questions.

Skill in using a computer and modern office suite software with an emphasis on the ability to learn and use a variety of systems/software.

PREFERRED QUALIFICATIONS

One year of general work experience providing effective customer service.

Fluency in one (or more) of the following high-demand foreign languages: Amharic, Arabic, Chinese, French, German, Russian, and Telegu.

EDUCATION

High school diploma or a Certificate of General Educational Development (GED).

CERTIFICATIONS AND LICENSES REQUIRED

None.

NECESSARY SPECIAL FACTORS

Must be willing to work less than 30 hours/week.

Must be willing to work a shift starting at 5:00 am.

Must be willing to work a shift that does not end until 10 pm.

Must be willing to work weekends and holidays.

Work requires standing, walking and light physical effort to move supplies or equipment.

Subject to job pressures due to disruptions in passenger flow and/or from questions and concerns from passengers or airline personnel.

Work is typically reviewed in progress and upon completion for quality, quantity, timeliness, teamwork, customer service, and other factors.

A background security investigation will be required for all new hires.