Airport Experience Concierge

Dallas Fort Worth International Airport Board; United States; On-site; USD 25,000 - 33,000; Full time

Job summary

Dallas Fort Worth International Airport Board is seeking an Airport Customer Experience Specialist (ACES) to help monitor terminals, assist passengers, and respond to operational challenges in real time.

The role requires strong customer service, situational awareness, and the ability to adapt during irregular operations, holidays, and inclement weather, while maintaining a clean, safe, and welcoming environment for all travelers.

Qualifications

• Two (2) years of experience with customer service in a direct customer service environment.

Responsibilities

• 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 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 emergencies.
• Maintains accurate records of daily operations, irregular occurrences, and service trends to support continuous improvement efforts.
• Collaborates with airlines, concessions, custodial services, and other airport partners to address customer concerns and ensure a seamless customer experience, within designated scope.
• Escorts VIPs, assists with military service programs, supports airline and airport-sponsored events such as media visits, conducts terminal tours, and supports other events and programs impacting the terminals as required.
• Executes the overnight supplies program by distributing and collecting cots, blankets, pillows and other essentials as required, and organizing collection of items following an event of a disruption or emergency.
• Performs warehouse pick-ups, assists with clutter removal and salvage runs, and transports necessary supplies to support customer experience initiatives.
• Performs other related duties as assigned.

Skills

Customer service

Education

High school diploma or equivalent

Job description

Dallas Fort Worth International Airport Board is seeking an Airport Customer Experience Specialist (ACES) to help monitor terminals, assist passengers, and respond to operational challenges in real time.

The role requires strong customer service, situational awareness, and the ability to adapt during irregular operations, holidays, and inclement weather, while maintaining a clean, safe, and welcoming environment for all travelers.