Airport Terminal Operations Supervisor

(Title changed from Executive Assistant) Under administrative direction, is responsible for planning, managing, developing work rules, training, coordinating, and administering all activities and personnel of such staff positions as administration, citizen participation, research, and finance, and manages such personnel as are assigned to specific functions in the performance of the necessary duties. Performs other job-related duties as required.A High School Diploma or GED is required. A Bachelor's Degree is required. Four years of full time paid management or administrative experience is required. (Substitution: Two years of experience may substitute for each year of college education lacking. A valid State of Ohio Driver's License is required.

Responsibilities:

• Supervises daily operations, such as terminal management, airline support in terminal operations, and line management in the terminal and the Federal Inspection Services facility.
• Assists in the response to Irregular Operations (IROPS) as related terminal and landside, and other conditions affecting terminal and landside operations.
• Supervises and provides direction and training to the staff in the Airport Guest Services Center and Airport Terminal Operations Staff.
• Coordinates with internal and external stakeholders to maintain optimum airport terminal and landside operations.
• Administers Guest Service Program including wayfinding, general information, lost and found, checkpoint queue management, terminal paging, crowd control, language bank and the upkeep of current contact and passenger resources. 
• Coordinate with internal and external agencies for area conferences, sporting events, ceremonies, terminal programming and VIP escorts. 
• Assists the Common Use Gate Program including gate assignments, resource allocation, facility and equipment maintenance, and reporting on program activities.
• Manages the Lost and Found program, including item collection, customer coordination, and database maintenance of all lost and found items.
• Manages the Airport Ambassador Volunteer Program, where volunteers assist travelers at Cleveland Hopkins International Airport in locating arrival and departure gates, parking areas, security checkpoints, baggage claim locations and airport concourses.
• Develops and implements training program for Airport Terminal Services and Guest Experience Agents.
• Supervises the performance of the assigned staff develops and monitors employee goals, counsels and coaches, instructs and evaluates employees, initiates and enforces disciplinary actions, and informs leadership of performance or operational issues as they arise.
• Assists with the development of the section budget as well as policies and procedures.
• Must be willing to work any shift to cover operational needs including nights, weekends and holidays and is to participate in emergency preparedness events and activities.
• Promotes and ensures compliance with occupational health and safety management policies, procedures, and programs to minimize employee accidents and to promote a safe work environment.  Prepares accident and injury reports as necessary.
• Performs other related duties as required.

Additional Qualifications:

• A Bachelor’s Degree in Business, Public Administration, Aviation Management or other related field from a four-year accredited college or university (Substitution: Two years of customer service experience may substitute for each year of college education lacking).
• Three years of progressively responsible experience in customer service.
• NIMS and ICS certifications for Front Line Supervision tier and any assigned working groups must be completed within six months of employment and complete additional or refresher trainings as required.
• Must have a demonstrated ability to work in a diverse and inclusive environment that fosters non-discrimination.
• Must have strong leadership, interpersonal, verbal and written communication skills.
• Must be able to think on your feet and make adjustments quickly as environmental changes necessitate.
• Must be patient, compassionate, calming and able to resolve conflict.
• Must be outgoing and have strong interpersonal and conflict management skills.
• Must be detail oriented, have the ability to prioritize multiple responsibilities.
• Must be fluent in English and have excellent oral and written communication skills.
• Must have the ability to stand, walk, and/or sit for extended periods on a frequent basis.
• Must be computer proficient in the Microsoft Office Suite and with various internet search engines.
• A valid State of Ohio Driver’s License is required. 
• Must successfully complete a Transportation Security Administration (TSA) 10-year fingerprint-based Criminal History Records Check and employment background check and Security Threat Assessment.  
• Must be able to pass a pre-employment physical and drug test.
• Must be able to lift and carry thirty-five (35) pounds.

Preferred Qualifications:

• 5 years of full-time, paid, operational experience working in an airport environment.
• Certified Member (CM) or Accredited Airport Executive (AAE) from AAAE.

Core Competencies: 

Managing Programs or Project 

Programs

• Technology Management: Keeps up to date on technological developments. Makes effective use of technology to achieve results. Ensures access to, and security of, technology systems.
• Financial Management: Understands the organization’s financial processes, as related to their role. Prepares, justifies, and administers the program budget; or assists with these duties. Oversees, or assists with, procurement and contracting to achieve desired results. Monitors expenditures and uses cost-benefit thinking to set priorities.
• Creativity / Innovation: Develops new insights into situations; questions conventional approaches; encourages new ideas and innovations; designs and implements new, efficient/effective programs/processes.
• Partnering: Develops networks and builds alliances; collaborates across boundaries to build strategic relationships and achieve common goals.

Projects

• Team Building: Inspires and fosters team commitment, spirit, pride, and trust. Facilitates cooperation and motivates team members to accomplish group goals.
• Customer Service: Anticipates and meets the needs of both internal and external customers. Delivers high-quality products and services; is committed to continuous improvement.
• Technical Credibility: Understands and appropriately applies principles, procedures, requirements, regulations, and policies related to specialized expertise relevant to their division.
• Accountability: Holds self and others accountable for measurable high-quality, timely, and cost-effective results. Determines objectives, sets priorities, and delegates work. Accepts responsibility for mistakes. Complies with established control systems and rules.
• Decisiveness: Makes well-informed, effective, and timely decisions, even when data are limited, or solutions produce unpleasant consequences; perceives the impact and implications of decisions.
• Influencing/ Negotiating: Persuades others; builds consensus through give and take; gains cooperation from others to obtain information and accomplish goals.

Manages Self

• Integrity/Honesty: Behaves in an honest, fair, and ethical manner. Shows consistency in words and actions. Models high standards of ethics.
• Interpersonal Skills: Treats others with courtesy, sensitivity, and respect. Considers and responds appropriately to the needs and feelings of different people in different situations.
• Continual Learning: Assesses and recognizes own strengths and weaknesses; pursues self-development.
• Resilience: Deals effectively with pressure; remains optimistic and persistent, even under adversity. Recovers quickly from setbacks.
• Oral Communication: Makes clear and convincing oral presentations. Listens effectively; clarifies information as needed.
• Written Communication: Writes in a clear, concise, organized, and convincing manner for the intended audience.
• Flexibility: Is open to change and new information; rapidly adapts to new information, changing conditions, or unexpected obstacles.
• Problem Solving: Identifies and analyzes problems; weighs relevance and accuracy of information; generates and evaluates alternative solutions; makes recommendations.

The City's guiding principles are as follows: Placing Clevelanders at the Center, Empowering Employees to Do Purposeful Work, Defining Clear and Pragmatic Objectives, Leading with Trust and Transparency, Striving for Equity in All We Do, and Embracing Change. All City employees are responsible for embracing and carrying out these principles in all that they do.

Salary : $55,000 - $65,000