Airport Passenger Experience Lead

Dallas Fort Worth International Airport (DFW); Texas; On-site; USD 32,000 - 52,000; Full time

Job summary

Dallas Fort Worth International Airport (DFW) is looking for an Airport Customer Experience Specialist (ACES) to ensure a smooth, positive passenger experience across all terminals. You will coordinate with internal and external stakeholders to respond to operational challenges in real time.

The role requires strong customer service, situational awareness, and the ability to adapt to irregular operations, holidays, and inclement weather while helping maintain a clean, safe, and welcoming

Qualifications

• Two years of customer service in a direct 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 to customers 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, such as restrooms, vending machines, lighting, and seating areas, ensuring they 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 to deliver positive customer experiences during routine and special events, as well as irregular operations 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.
• Escorts VIPs, assists with military service programs, supports airline and airport-sponsored events, conducts terminal tours, and supports other events 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 or disruption.
• 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

Situational awareness

Communication

English proficiency

Multitasking

Education

High School Diploma

Tools

Microsoft Office

Job description

Dallas Fort Worth International Airport (DFW) is looking for an Airport Customer Experience Specialist (ACES) to ensure a smooth, positive passenger experience across all terminals. You will coordinate with internal and external stakeholders to respond to operational challenges in real time.

The role requires strong customer service, situational awareness, and the ability to adapt to irregular operations, holidays, and inclement weather while helping maintain a clean, safe, and welcoming