Airport Ambassador - Full Time

Airport Ambassador

This position is responsible for providing information, assistance, and security measures at the terminal, ground transportation areas and parking garage, and as necessary processing transactions using fee computers for customers while referring more complex issues to foreperson and/or supervisors. In addition, this position assists in maintaining a clean, welcoming, secure and professional environment.

The Airport Ambassador provides exceptional customer service and support to passengers, visitors, and airport stakeholders. This position serves as a welcoming and informative presence throughout the airport, supporting safe, efficient, and positive travel experiences for individuals of diverse backgrounds and abilities.

Union Affiliation: American Federation of State County and Municipal Employees (AFSCME)

Pay Grade 11: $24.02 Hourly

Remote Tier 1: Zero (0) days remote/week

This is a Full-time position, 4:00 PM to 12:00 AM, Friday through Tuesday.

• Serve as a front-line ambassador at the Patrick Leahy Burlington International Airport terminal buildings, roadways and parking office, by actively engaging with customers to provide assistance with luggage and wheelchairs, locating lost vehicles, answering questions, giving directions, parking information and maintaining safety and security requirements.
• Provide accurate information regarding flight activity, terminal layout, airport services, and amenities
• Coordinate with airport staff, airlines, security, and emergency personnel and others as necessary including general understanding of airport security program and federal requirements.
• Maintain a visible presence throughout terminals, curbside, and public areas.
• Monitor the terminal and garage environment and report unusual events, activities, or hazardous conditions as required.
• Assist with emergencies, including, but not limited to, fire alarms, medical calls, and aircraft emergencies.
• Operate a fixed and/or mobile parking garage monitoring station to assist patrons with entry, exit, payment, and wayfinding.
• Leverage all available technologies including but not limited to automated fee computers, self-service/self-pay kiosks, license plate recognition, intercoms, and video systems and process transactions, resolve issues, provide customer support, and coordinate escorts when needed.
• Be knowledgeable of airport facilities, airport terminal and fire exits, evacuation routes, as, well as other airport buildings, traffic routes and submit work orders and documentation as required.
• Patrol assigned areas, identify and report vehicle parking violations, including but not limited to, parking in front of fire hydrants, restricted areas, ADA designated parking spots and abandoned vehicles.
• Assist with monitoring vehicles in the parking garage, including directing vehicles to the off-premises parking lot when directed.
• Monitor airline arrival and departure schedules.
• Maintain the "Lost and Found" program by receiving, logging, storing, and assisting customers with retrieving items from airport lost and found and updating the lost and found database.
• Communicate information regarding access and availability of ground transportation at the Airport by being knowledgeable in such information including the City of Burlington Vehicle for Hire Ordinance.
• Inspect parking access revenue control system equipment and/or respond to reported problems with such equipment, including but not limited to, refilling ticket paper, reattaching gate arms, and power cycling parking machines.
• Assist Working Foreperson and/or airport managers with advanced repairs, including but not limited to, parts replacement, contacting third party vendors and/or airport Information Technology (IT).
• Assist the working Foreperson with maintaining an accurate report of vehicle capacity in the garage.
• Communicate and cooperate on security and customer service matters as appropriate
• Assist with snow removal and other events, including but not limited to, shoveling and salting sidewalks and crosswalks to maintain safe areas.
• Assists with on and off-airport events, including but not limited to, event safety and security, crowd and traffic control, installation of temporary fencing and signage, and general set-up and breakdown.
• Maintain a clean environment throughout the airport, including but not limited to, sweeping debris, coordinating with janitorial for trash removal, and handling and disposal of biohazard materials using proper tools, Personal Protective Equipment (PPE) and make appropriate work orders.
• Maintain and enhance positive public relations by responding promptly to complaints and inquiries by the traveling public.
• Assist as assigned with miscellaneous tasks, including but not limited to escorting visitors throughout the airport and/or in the Security Identification Areas (SIDA).
• Enforce airport rules and regulations and City Ordinances relating to ground transportation services, traffic flow, and parking of vehicles, including but not limited to directing traffic.
• Follow procedures by properly staffing the concourse security exit lanes as directed in accordance with federally approved airport security procedures (ASP).
• Observe, report, and follow procedures related to safety, security, and operational concerns
• Collect luggage carts and wheelchairs on a regular basis throughout the day.
• Understand and execute Ground Transportation duties such as; permit distribution, which includes collection and recording of payment, and paperwork filing.
• Perform all duties in compliance with airport policies, customer service standards, and applicable regulations.
• Perform other duties as required

Ability to actively support City diversity, equity, and cultural competency efforts within stated job responsibilities and work effectively across diverse cultures and constituencies.

Demonstrated commitment to diversity, equity and inclusion as evidenced by ongoing trainings and professional development.

High school diploma or equivalent and a minimum of two years' experience working in a public service capacity or an equivalent combination of education and experience is required. Experience in airport or security preferred.

Must possess a valid driver's license and pass MVR check.

Must complete in-house training and acquire the skills to operate airport vehicle safely and professionally as required.

Generally, understand and be knowledgeable of airport security regulations.

Must be able to stand for several hours at a time.

Ability to work extended periods of time in all weather conditions.

Ability to follow written and verbal instructions.

Ability to communicate clearly and professionally both orally and in writing.

Ability to process monetary transactions and apply basic math skills

Ability to work weekends, nights and holidays as required with potential changes of shifts.

Ability to interact with the general public, staff members, supervisors, outside contractors and various professional and private customers in a courteous and professional manner at all times.

Ability to interact effectively with individuals from diverse cultural, social, and economic backgrounds

Ability to maintain a professional demeanor in the face of confrontation and stressful situations.

Ability to maintain professional appearance with a friendly, approachable demeanor

Punctuality and the ability to be on-site as scheduled.

Regular attendance is necessary and is essential to meeting the expectations of the job functions.

Ability to understand and comply with City standards, safety rules and personnel policies.

Ability to obtain and retain Patrick Leahy Burlington International Airport Secured Area ID badge (SIDA) which includes a 10-year fingerprint based criminal history records check, a security threat assessment check and a written exam.

Ability to work in modern office environment and use computer hardware and software, tablets, and phones.

Ability to properly use equipment including department phone and two-way handheld radios capable of tuning into Airport frequencies.

Promoting a culture that reveres diversity and equity.

The City of Burlington is proud to be an equal opportunity employer, and we are strongly committed to creating a dynamic and equitable work-force that mirrors the population and world that we serve. We do not discriminate on the basis of political or religious affiliation, race, color, national origin, place of birth, ancestry, age, sexual orientation, gender identity, marital status, crime victim status, veteran status, disability, HIV positive status, or genetic information in employment or the provision of services.

In addition to being an equal opportunity employer we actively encourage applicants who can contribute to our growing diversity to apply.

Applications for our employment opportunities are accepted online through our Government Jobs website.

For accessibility information or alternative formats, please contact Human Resources Department at View phone number on click.appcast.io or View email address on click.appcast.io.