PASSENGER ASSISTANCE DISPATCHER

Job Description

Job Description

About Us:

One of the reasons why we are the nation’s leading parking management expert is because we recognize that “people” are what makes our company successful. It is this recognition that serves as the foundation and building block for our continued growth and success. Having been in business for over 75 years, we understand what it means to earn “Every Thank You,” which is treating our clients, partners, guests, and team members with utmost respect and courtesy. As one of the largest privately held management companies, we have the experience, passion, and the know-how to withstand the test of time and to disrupt the new marketplace with exploding new technologies. (Ace Parking. Our Legacy)

Culture:

We have a strong, distinctive culture – a culture that is heavily influenced by a shared vision, style, and values. Our company values are the glue that binds our business, clients, and team members. There are some common traits that contribute to our unique culture. Clear values, caring, loyalty, humility, and a deep commitment to community are just a few of them. These characteristics often steer our decision-making and define the way we treat our customers, clients, suppliers, and team members. We guard these values and attributes fiercely.

About the Position:

This position is an integral part of our team, embodying our core values of accountability, communication, family, exceptional service, and profitability. Your primary responsibility is to provide support to our operations department while upholding these values.

Accountability 

• Demonstrate ownership, reliability, and personal responsibility for assigned duties, passenger assistance requests, and operational results.
• Report to work on time, prepared for the assigned shift, and maintain reliable attendance
• Take ownership of passenger assistance requests from initial assignment through completion.
• Accurately dispatch Mobility Attendants based on passenger needs, location, flight schedule, service priority, and employee availability.
• Continuously monitor open assignments and follow up on requests that have not been accepted, started, or completed within expected timeframes.
• Maintain accurate and timely records of passenger requests, attendant assignments, service status, response times, and completion information.
• Proactively identify potential service failures, delays, or coverage gaps and take appropriate action after they negatively impact the passenger.
• Immediately escalate unresolved service issues, staffing shortages, safety concerns, passenger complaints, or operational problems to the appropriate supervisor.
• Follow company policies, airport requirements, safety procedures, security protocols, and established dispatch procedures.
• Accept responsibility for decisions and promptly correct errors or inaccurate information when identified.
• Protect confidential passenger, employee, airline, and company information.

• Maintain required airport identification, security credentials, training, and qualifications.

Communication 

• Communicate clearly, respectfully, accurately, and promptly to ensure Mobility Attendants and operational partners have the information necessary to provide effective passenger assistance.

• Maintain continuous communication with Mobility Attendants through radios, telephones, mobile devices, and approved dispatch systems.
• Provide clear and accurate instructions regarding passenger pickup locations, destinations, flight information, gates, and service requirements.
• Confirm attendants receive and acknowledge assignments and understand any special instructions.
• Communicate changes in passenger locations, gate assignments, flight schedules, priorities, or service requirements immediately.
• Maintain professional, concise, and respectful radio communication at all times.
• Provide timely updates regarding delayed, pending, reassigned, or completed passenger assistance requests.
• Ensure important information is accurately communicated during shift changes and operational handoffs.

Family

• Treat all airport personnel, team members, and customers with dignity and respect.
• Foster a supportive team environment.
• Distribute assignments fairly and appropriately while considering operational needs, employee locations, workload, and available resources.
• Support coworkers during high-volume periods, staffing shortages, irregular operations, and other challenging circumstances.
• Provide attendants with the information and support necessary to successfully complete their assignments.
• Demonstrate patience and professionalism when working with new employees or team members requiring additional direction.
• Contribute to a workplace culture where employees understand that every role contributes to the passenger experience and the success of the operation.

Exceptional Service

• Ensure passengers requesting wheelchair or mobility assistance are assigned an attendant as quickly and efficiently as possible.
• Prioritize assignments based on passenger needs, boarding times, connection times, wait times, flight activity, and other operational considerations.
• Closely monitor passengers with time-sensitive connections or approaching departure times.
• Anticipate demand by monitoring scheduled arrivals, departures, passenger assistance requests, and known periods of increased activity.
• Follow up on outstanding requests rather than assuming an assignment has been completed.
• Reassign attendants when necessary to prevent excessive passenger wait times or missed service.
• Respond quickly to gate changes, delayed flights, early arrivals, cancellations, and other circumstances affecting passenger assistance.
• Ensure passenger information and assistance requirements are communicated respectfully and only to personnel who need the information to provide service.
• Address service concerns promptly and notify leadership when a passenger's needs cannot be met within expected service standards.
• Demonstrate patience, empathy, professionalism, and respect when communicating with passengers or employees regarding service needs.
• Support a positive airport experience by ensuring passengers receive consistent, dependable, and courteous assistance from arrival at the designated pickup point through completion of service.
• Seek opportunities to improve dispatch practices, response times, and the overall passenger assistance experience.

Profitability

• Dispatch Mobility Attendants efficiently to maximize available staffing and minimize unnecessary employee downtime.
• Assign the closest or most appropriately positioned available attendant when practical to reduce travel time between assignments.
• Balance workloads across available attendants to improve productivity and service coverage.
• Anticipate periods of increased passenger demand and position available resources accordingly.
• Reduce unnecessary reassignment, duplicate dispatches, and inefficient movement of personnel throughout the airport.
• Monitor open requests and available staffing to identify opportunities to improve utilization and response times.
• Help prevent missed services, excessive passenger wait times, complaints, and airline service failures through proactive dispatch management.
• Accurately document services and operational activity when records are used for customer billing, contractual reporting, performance measurement, or payroll purposes.
• Report equipment or system problems promptly to reduce operational downtime.

About YOU:

You are a detail-oriented and efficient professional who possesses excellent communication and organizational skills, with the ability to multitask and prioritize effectively. Additional qualifications include:

Your Qualifications:

• High school diploma or equivalent.
• Strong organizational and multitasking skills.
• Excellent communication and interpersonal skills and abilities.
• Proficiency in office software, including Microsoft Office Suite.
• Attention to detail and accuracy in administrative tasks.
• Ability to work effectively in a team environment.

What We Can Offer You for All Your Hard Work:

• Medical, dental, vision, life insurance coverage
• 401k
• Vacation/Sick
• Holiday

ACE Parking is an Affirmative Action Federal Contractor and Equal Opportunity Employer that encourages applicants who are Protected Veterans of the U.S. Armed Forces, Individuals with Disabilities, Women, and Minorities to apply (EEO/M/F/V/D)