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About the Role
Airport Customer Experience Specialists (ACES) provide information and assistance to travelers, including ground transportation details, baggage help, and support for passengers with disabilities, ensuring a pleasant and convenient travel experience. They also act as the "eyes and ears" of management, promptly reporting issues within the airport environment.
Responsibilities
- Maintain high visibility in specified airport areas to engage with travelers and offer greetings, information, and directions.
- Proactively offer assistance using company-issued iPads with navigation, transportation options, and other requested information.
- Assist persons with disabilities, including those using wheelchairs or other mobility devices, with kindness and courtesy.
- Communicate transportation options (taxis, ride share, parking, rental cars, public transport) and provide detailed airport layout knowledge.
- Actively report unwanted behaviors (soliciting, smoking, loitering, disorderly conduct, human trafficking) and unsafe conditions to management and police.
- Serve as a deterrent to unwanted activity and unsafe conditions through a visible uniformed presence.
- Maintain a friendly and positive environment in compliance with all applicable standards.
- Respond to emergency situations following established protocols.
- Report all activities and metrics using a smart device (iPad, phone, radio).
- Perform other duties as assigned.
Requirements
- Must have at least one year of experience in hospitality or customer service.
- Must be at least 18 years old.
- Must have a High School Diploma or GED.
- Must have excellent communication skills with the ability to speak, read, and write English.
- Must have the physical capacity to stand and walk continuously during eight-hour and ten-hour shifts.
- Must be able to work in station platforms in all conditions with provided inclement weather gear.
Skills
- Customer service
- Communication skills
- Basic report writing
- Interpersonal skills
Location
- Airport
Work Type
- Full-time
Experience Level
- 1 year experience
Education Level
- High School Diploma or GED
Benefits
- Medical insurance with available FSA and/or HSA
- Dental insurance
- Vision insurance
- Short-Term Disability insurance
- Long-Term Disability insurance
- Life insurance
- Accidental Death and Dismemberment insurance
- Critical Illness insurance
- Accident insurance
- Vacation time
- Sick Time
- PTO (where required by local requirements and contract agreements)
- Paid Leave (where required by law)
- Holidays (where required by contract agreement)
- Floating Holidays (where required by contract agreement)
- Birthday Pay (eligible after one year of service at most locations unless otherwise stated in CBA)
- Jury Duty pay (where required by law)
- Employee Recognition Awards
- Employee Referral Bonus Program (hourly employees only)
- 401K Retirement Savings Plan
- Union benefits may be available
About the Company
- Block by Block is an equal opportunity employer.
- We celebrate diversity and are committed to creating an inclusive environment for all employees.
Equal Opportunity
- Block by Block is an equal opportunity employer.
- We celebrate diversity and are committed to creating an inclusive environment for all employees.