Landside Agent

Metroairport; Detroit, Northern (MI, KY); Hybrid; USD 48,000 - 65,000; Full time

Job summary

Wayne County Airport Authority seeks a Landside Agent to assist the public with ground transportation, enforce access rules, and manage payments and permits. This role supports a 24/7 operation and requires on-site presence at Evans/McNamara Terminals and Westin Hotel.

The position includes union representation (AFSCME 1690) and training in report writing, data entry, and safety procedures. Weekend and holiday work may be required, with overtime as needed.

Qualifications

• Bachelor's/Associate/High school paths with customer service and data entry/report writing expectations.
• Basic computer skills and driving license are required.

Responsibilities

• Assist the public with ground transportation information and schedules.
• Monitor curbside operations to ensure compliance with access programs.
• Process payments for AVI fees, permits, decals and PVL applications.
• Issue permits and explain rules to customers.
• Check vehicle permits and ensure waybills for rideshare drivers.
• Monitor rideshare operations via technology platform and record AVI data.
• Enforce airport rules for safe vehicle operations.
• Inspect roadways, signage, walkways for safety and cleanliness; take corrective actions.
• Ensure smart carts and luggage carts are cleared and stored properly.
• Perform other similar duties as required.

Skills

Basic computer skills

Driver's license

Education

Bachelor's degree in Hospitality/Communication/Service Management or related field

Associate's degree in Hospitality/Communication/Service Management or related field with 2 years customer service

High school diploma/customer equivalency with 4 years customer service

Tools

Microsoft Office

Job description

Landside Agent

THIS POSITION IS REPRESENTED BY A UNION -AFSCME 1690

Annual Compensation ($USD): 56,829.00 paid on a bi-weekly basis.

A Brief Overview

Under supervision, and in accordance with Airport Rules and Regulations, assists the public with ground transportation needs; vehicle check-in, inspects roadways and walkways to ensure areas are clean and accessible; monitors ground transportation activities, writes applicable reports and takes appropriate action.

This position is part of a twenty-four (24) hour seven (7) day operation which includes: weekends, holidays and overtime. Overtime may be scheduled or of an emergency nature.

What you will do

• Assists public with ground transportation needs, such as providing information on ground transportation services, i.e., taxicabs, luxury sedans, limousines, rental car shuttles, hotel shuttles, buses, technology network companies and public transportation schedules.
• Monitors daily operations of the taxicab and luxury car services, limousine solicitors, and other commercial vehicles at all curbside areas and vehicle staging areas of the Evans Terminal, McNamara Terminal and the Westin Hotel to ensure compliance with the Commercial Vehicle Access Program. Issues Terminal Access Passes to drivers and enforces vehicle appearance standards.
• Receives payment (cash, check, credit card, money order, etc.) from commercial vehicle operators for AVI fees, operating permits, decals and PVL applications. Accounts for cash or other draft receipts from individual transactions and daily operations for the collection of commercial vehicle operating fees. Completes daily open and close-out procedures as needed.
• Issues and validates appropriate permits upon receipt of payment. Explains rules of use to customers.
• Checks vehicle permits, and access restrictions for compliance with event guidelines. Ensures drivers with Rideshare Companies have active waybills.
• Monitors daily operations of Rideshare Companies through Application Based Technology platform for accurate Vehicle License Plate information, Illegal Pickups, GTC incidents, etc. Compiles and enters Airport Vehicle Identification (AVI) data.
• Enforces Airport Rules and Regulations to ensure safe and efficient operation of commercial vehicles operating on Airport grounds.
• Inspects roadways, lighting, signage and pedestrian walkways for safety violations. Inspects lots for abandoned or unauthorized vehicles and assures areas are clean and easily accessible to the traveling public. Takes corrective actions, such as securing area, generating work orders or immediate repair requests.
• Ensures all smart carts, wheelchairs and luggage carts are cleared from the Ground Transportation area and properly stored.
• Performs other similar and related duties as required or directed.

Qualifications

• Bachelor's Degree in Hospitality, Communication, Service Management or a closely related field from an accredited college or university, or
• Associate's Degree in Hospitality, Communication, Service Management or a closely related field from an accredited college or university, and Two (2) years of full-time paid customer service experience which must also include data entry and report writing, or
• High School Diploma or Certificate of High School Equivalency and Four (4) years of customer service experience which must also include data entry and report writing.

• Have basic Computer Skills
• Possess a valid Driver's License and a safe, acceptable driving record.

Supervisory Responsibilities

Individual Contributor

• Answers general questions and provides assistance; answers complex questions functioning as an expert resource.

Special Conditions

• Must maintain the ability to qualify for a security ID badge.

Selection Process

A computerized assessment will be administered on the following topics:

• Microsoft Office Applications (Word, Outlook)
• Customer Service Skills

The Wayne County Airport Authority is committed to provide an equal opportunity for employment, free from discrimination, prejudice, and bias. As part of this commitment, the Wayne County Airport Authority will ensure that persons with disabilities are provided reasonable accommodations. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [e-mail] or [phone].