CHARACTERISTICS OF THE JOB
Under the general direction of the Manager of Marketing and Communications, the incumbent will be challenged to elevate the airport's overall customer experience by enhancing and implementing passenger-focused programs.
General duties include, but are not limited to:
• Supervises and schedules the daily operations of the airport's International Ambassador Program aimed at providing superior customer service to all arriving international passengers.
• Assists with the hiring, training, and onboarding of all new international ambassadors.
• Assesses the airport's customer experience throughout every part of the travel journey on a regular basis and provides informative reports of findings with suggested improvements.
• Oversees the development and implementation of the airport's customer experience training program.
• Researches, strategizes, and proposes new, innovative, and industry-leading customer experience programs for MLB.
• Plans and performs special events and moments for the traveling public.
• Responds to inquiries generated from MLB's website and customer service emails.
• Assists with the planning, coordination, and execution of special events at the airport.
• Develops and supervises volunteer programs at MLB.
• Curates and grows the airport's "Arts at MLB” program.
• Coordinates customer experience feedback programs in the terminal and online.
• Supports the manager's marketing, public relations, media relations and community-oriented initiatives.
• Assists with business development projects.
• Other supporting duties to the Marketing & Business Development Department and airport as assigned.
QUALIFICATIONS
• Bachelor's degree program at an accredited college or university in aviation, marketing, communications, hospitality or related field.
• Two (2) years of increasingly responsible experience in customer relations, hospitality, aviation, or marketing.
• Must be able to pass required FAA security background investigation.
• Must be able to attend FAA security stands class and successfully pass with a minimum score of 70.
PREFERENCE
• Previous travel experience a plus.
• Experience working in an aviation environment.
• Previous hospitality or retail experience.
• Previous experience supervising a team.
KNOWLEDGE, SKILLS AND ABILITIES
• Knowledge of Melbourne Orlando International Airport operations and programs.
• Ability to communicate clearly, both orally and in writing.
• Ability to analyze complex situations and problems, develop sound solutions to effectuate positive outcomes on behalf of the airport.
• Ability to establish and maintain effective working relationships with others.
• Exceptional verbal communications skills and not afraid to approach others to engage in conversation.
• Must be dedicated to both customer service and security.
• Open availability and flexibility – ability to work early mornings, late evenings, weekends and holidays when needed.
• Self-motivated and able to work independently.
• Detail oriented with a great sense of pride for self and MLB integrity.
• Ensure all visitors, tenants and vendors are greeted pleasantly with a courtesy, providing directions and promotions.
• Ability to comply with all security and safety guidelines, policies and procedures, and follow protocol thoroughly and consistently.
• Coordinate with other team members to ensure efficacy and accuracy for all events.
PHYSICAL AND MENTAL REQUIREMENTS
• Ability to sit or stand for long period of time.
• Ability to hear and understand conversation spoken in English and various other languages.
• Ability to lift or carry up materials not to exceed 35lbs.
• Ability to stoop, kneel and reach over head for materials.
• Ability to maintain high level of concentration despite constant interruptions.
• Ability to be flexible and change job priorities at a moment's notice.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
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Under the general direction of the Manager of Marketing and Communications, the incumbent will be challenged to elevate the airport's overall customer experience by enhancing and implementing passenger-focused programs.
General duties include, but are not limited to:
• Supervises and schedules the daily operations of the airport's International Ambassador Program aimed at providing superior customer service to all arriving international passengers.
• Assists with the hiring, training, and onboarding of all new international ambassadors.
• Assesses the airport's customer experience throughout every part of the travel journey on a regular basis and provides informative reports of findings with suggested improvements.
• Oversees the development and implementation of the airport's customer experience training program.
• Researches, strategizes, and proposes new, innovative, and industry-leading customer experience programs for MLB.
• Plans and performs special events and moments for the traveling public.
• Responds to inquiries generated from MLB's website and customer service emails.
• Assists with the planning, coordination, and execution of special events at the airport.
• Develops and supervises volunteer programs at MLB.
• Curates and grows the airport's "Arts at MLB” program.
• Coordinates customer experience feedback programs in the terminal and online.
• Supports the manager's marketing, public relations, media relations and community-oriented initiatives.
• Assists with business development projects.
• Other supporting duties to the Marketing & Business Development Department and airport as assigned.
QUALIFICATIONS
• Bachelor's degree program at an accredited college or university in aviation, marketing, communications, hospitality or related field.
• Two (2) years of increasingly responsible experience in customer relations, hospitality, aviation, or marketing.
• Must be able to pass required FAA security background investigation.
• Must be able to attend FAA security stands class and successfully pass with a minimum score of 70.
PREFERENCE
• Previous travel experience a plus.
• Experience working in an aviation environment.
• Previous hospitality or retail experience.
• Previous experience supervising a team.
KNOWLEDGE, SKILLS AND ABILITIES
• Knowledge of Melbourne Orlando International Airport operations and programs.
• Ability to communicate clearly, both orally and in writing.
• Ability to analyze complex situations and problems, develop sound solutions to effectuate positive outcomes on behalf of the airport.
• Ability to establish and maintain effective working relationships with others.
• Exceptional verbal communications skills and not afraid to approach others to engage in conversation.
• Must be dedicated to both customer service and security.
• Open availability and flexibility – ability to work early mornings, late evenings, weekends and holidays when needed.
• Self-motivated and able to work independently.
• Detail oriented with a great sense of pride for self and MLB integrity.
• Ensure all visitors, tenants and vendors are greeted pleasantly with a courtesy, providing directions and promotions.
• Ability to comply with all security and safety guidelines, policies and procedures, and follow protocol thoroughly and consistently.
• Coordinate with other team members to ensure efficacy and accuracy for all events.
PHYSICAL AND MENTAL REQUIREMENTS
• Ability to sit or stand for long period of time.
• Ability to hear and understand conversation spoken in English and various other languages.
• Ability to lift or carry up materials not to exceed 35lbs.
• Ability to stoop, kneel and reach over head for materials.
• Ability to maintain high level of concentration despite constant interruptions.
• Ability to be flexible and change job priorities at a moment's notice.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.