About the role
Job Overview
The Airport Customer Experience Specialist (ACES) plays a vital role in ensuring a seamless and positive experience for passengers throughout all airport terminals. Reporting to the Terminal Experience Supervisors, this position is responsible for monitoring terminal conditions, assisting passengers, coordinating with internal and external stakeholders, and responding to operational challenges in real-time. The role requires strong customer service skills, situational awareness, and the ability to adapt to changing conditions, particularly during irregular operations, holidays, and inclement weather. ACES are essential to maintaining a clean, safe, and welcoming environment, addressing customer needs, and supporting various airport events and initiatives.
What you will be doing
Engages with customers to provide assistance, answer questions, and ensure a positive travel experience across all terminals.
Provides timely information to customers on all DFW Airport products and services such as amenities, concessions, airlines, kiosks, and wayfinding.
Documents and addresses customer concerns, including personnel interactions, service issues, and operational inefficiencies, and escalates to leadership where required.
Conducts regular inspections of all public terminal areas, such as (but not limited to) restrooms, vending machines, lighting, and seating areas, ensuring all are well-maintained, clean, and fully operational.
Ensures cleanliness, functionality, and ambiance standards are met while reporting issues to the appropriate entity and following up where required.
Communicates and assists the Terminal Experience Supervisors to address and correct irregularities in the daily operations impacting the terminal environment.
Follows the daily operational plan, makes changes when needed, and helps solve problems as they arise in the operation.
Assists, coordinates and communicates with Customer Experience leadership and various stakeholders such as (but not limited to) DPS, IOC, EOC, airlines, and CBP to deliver positive customer experiences during routine and special events, as well as irregular operations (IROPS), weather events, and emergencie…
