Reporting to the Executive Vice President of Operations and Customer Service, this senior leadership position is crucial to Tampa International Airport’s (TPA) overall guest experience. The Director of Guest Services is responsible for the planning, development, and implementation of key programs which enhance the airport guest experience. This position is responsible for the development and supervision of the Guest Services Team, as well as the Airport’s Volunteer Ambassador Program, Airport Tour Program, and other community outreach programs that promote Tampa International Airport.
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 strong leadership to all Department employees while promoting and maintaining strong employee morale. Leads by example and establishes strong trust-based relationships with direct reports and employees.
Identify and develop effective frontline managers that are capable of engaging their employees, building trust and holding themselves and their direct reports accountable for results.
Establish and communicate clear performance expectations and standards to all Department employees. Provide timely performance feedback to direct reports and other employees as needed.
Create and maintain a rewarding and productive work environment.
Establish leadership and overall direction of the Airport’s Guest Services programs.
Continue to grow and enhance the Volunteer Ambassador Program.
Must maintain collaborative and productive relationships with internal departments and staff, airlines and tenants, representatives of the business community, civic organizations and other groups relevant to the Authority’s business.
Collaborate with US Customs and Border Protection, Airport Operations, Marketing and IT to enhance the international arrival experience for passengers.
Ensure an exceptional guest experience for all specialized events within the Tampa Bay Area as the Airport is the guest’s first impression and face of the region for many visitors. Previous specialized events in the Tampa Bay Area include Super Bowl, National College Football Championship, Democratic/Republican National Conventions, International Indian Film Academy (IIFA Awards).
Responsible for tracking, analyzing, reporting, and handling of all guest compliments and complaints.
Recommended Bachelor’s Degree in Hospitality Management, Aviation Management, Business Administration or other related field. At least seven years of increasingly responsible customer-facing roles. 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
A visible and charismatic leader that is able to inspire and motivate employees, and is able to make difficult and sometime unpopular decisions.
Results driven, possesses solid execution skills with a demonstrated track record of getting things done.
Team player that is passionate with an ability to inspire others to follow.
Visionary and forward thinking.
Must possess a track record with proven results in enhancing guest experience.
Creative and persuasive with an ability to conceive and implement new and innovative ideas.
Ability to work in a fast-paced environment and effectively balance multiple competing priorities.
Ability to make presentations to Executive level leadership and Board of Directors.
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.
The Aviation Authority-Tampa International Airport provides equal employment opportunity to all persons, regardless of age, race, religion, color, national origin, sex, political affiliations, marital status, non-disqualifying physical or mental disability, age, sexual orientation, membership or non-membership in an employee organization, or on the basis of personal favoritism or other non-merit factors.
The Aviation Authority-Tampa International Airport welcomes and encourages applications from minorities, veterans, and persons with physical and mental disabilities, and will reasonably accommodate the needs of those persons in the application and testing process. The decision on granting reasonable accommodation requests will be on a case-by-case basis.
Internal Number: IRC3847
About Tampa International Airport
Tampa International Airport (TPA) is the premier gateway to the West Coast of Florida with a market area of 7.3 million people living within a two-hour drive. The airport serves approximately 19 million passengers per year with 77 domestic and international destinations. Major airlines at TPA include Southwest Airlines, Delta Airlines, JetBlue Airways, United Airlines, American Airlines, Spirit Airlines, Frontier Airlines, British Airways, Copa Airlines, Edelweiss Air and Air Canada. The airport is renowned for its excellent facilities and relentless focus on customer service. Travel and Leisure Magazine recently ranked TPA second among all U.S. airports, while industry benchmark ASQ ranks TPA third best globally for its category.