Airport Experience Specialist: Passenger Concierge & Support

Dallas Fort Worth International Airport Board; United States; On-site; USD 32,000 - 48,000; Full time

Job summary

Dallas Fort Worth International Airport Board seeks an Airport Customer Experience Specialist to ensure a seamless passenger journey. You will monitor terminal conditions, assist travelers, and coordinate with internal and external partners to address events and irregular operations.

The role requires strong customer service, situational awareness, and adaptability across all terminals. The position supports VIPs, aircraft operations, and various airport events, with a focus on maintaining a

Qualifications

• Two years of experience with customer service in a direct customer service environment.
• Completion of high school curriculum or equivalent.
• Possession of a valid Class C driver's license.

Responsibilities

• Engages with customers to provide assistance, answer questions, and ensure a positive travel experience across all terminals.
• Provides timely information on 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, ensuring restrooms, vending machines, lighting, and seating areas are well-maintained and operational.
• Ensures cleanliness, functionality, and ambiance standards are met while reporting issues to the appropriate entity and following up.
• Communicates with Terminal Experience Supervisors to address irregularities in daily operations impacting the terminal environment.
• Follows the daily operational plan, makes changes when needed, and helps solve problems as they arise.
• Maintains records of daily operations and service trends to support continuous improvement efforts.

Skills

Customer service

Situational awareness

Communication

Microsoft Office

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Dallas Fort Worth International Airport Board seeks an Airport Customer Experience Specialist to ensure a seamless passenger journey. You will monitor terminal conditions, assist travelers, and coordinate with internal and external partners to address events and irregular operations.

The role requires strong customer service, situational awareness, and adaptability across all terminals. The position supports VIPs, aircraft operations, and various airport events, with a focus on maintaining a