Scope:
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- Deliver excellent customer service to the Client and Conference Center guests, both in-person and over the phone.
- Provide a welcoming atmosphere and helpful demeanor at all times.
- Greet visitors and verify their scheduled appointments with Port staff.
- Issue visitor badges, provide building access and parking validations when needed and according to Port Policy.
- Serve as a gatekeeper and assist with security by verifying that visitors have appropriate business with the Port.
- Provide Port and airport information and administrative support for The Conference Center and Airport Office Building (AOB) Facilities Services.
- Assist Conference Center guests with various requests on the day of their meetings (e.g., making copies, sending or receiving confidential faxes, or retrieving information).
- Provide customer service on a multi-line phone.
- Assist passengers or the public, both in-person or over the phone, with airport-related questions and direct them to the appropriate person, office, or resource such as airline contact, local hotel, cruise information, baggage services or any other information related to the facilities of or around SeaTac Airport.
- Responsible for receiving, tracking and distributing courier packages and notifying the appropriate recipient, ensuring packages are retrieved in a timely manner.
- Assist mail messengers with mail that have been returned or have incomplete addresses.
- Perform daily opening and/or closing procedures.
- Contact appropriate staff (Fire, Police, or Airport Duty Managers) for urgent and emergency issues when required.
- Must be available to work when called on short notice (the day/night before or same day).
- Exceptional customer service and communication skills in person and via telephone are required.
- Must be able to prioritize all levels of customer service ranging from phone calls to face-to-face interactions.
- Ability to anticipate the unexpected. Must have a high tolerance for crowds, high-pressure situations and difficult customers.
- Ability to remain calm and level-headed during an emergency situation or an interaction with a difficult customer.
- Ability to gain an understanding of Port policies, systems, procedures, key points of contact, the airport's infrastructure, stakeholders and the collective purpose of the Airport Office Building and the airport.
- Ability to gain and utilize knowledge of proper communication protocols for elected officials and other high profile guests such as leaders of countries and celebrities.
- Must have a basic knowledge of the local area, resources, directions and the ability to gain, relay and utilize knowledge of transportation systems directly supporting the airport.
- Must have excellent time management and organizational skills.
- Ability to make good decisions in a fast-paced environment.
- Must be able to multi-task and complete tasks on time with constant interruptions at the front desk.
- Must be skilled at diffusing angry customers and difficult situations and have the ability to use discretion when dealing with highly confidential, sensitive information and material.
- Must be a skilled observer, with the ability to maintain awareness of conference center visitors and the dynamics in the lobby.
- Must have intermediate skills in Microsoft Office, Outlook and Word.
- Must have the ability to gain skills in using Microsoft InfoPath, SharePoint, PeopleSoft, Passage Point, Telephone Directory system via Citrix, Adobe Reader and the visitor badge management system.
- Must be able to learn new procedures and software quickly.
- Must be able to effectively interact with people at all levels from the general public and high level officials.
- Ability to work both independently and in a team.
- Ability to politely provide alternatives to unauthorized users in the facility who mistaken conference center area for public use.