at City of Burlington HR in Burlington, Vermont, United States
Job Description
General Purpose
This position is responsible for providing information, assistance, and security measures at the terminal, groundtransportation areas and parking garage, and as necessary processing transactions using fee computers for customerswhile referring more complex issues to foreperson and/or supervisors. In addition, this position assists in maintaining aclean, welcoming, secure and professional environment.
The Airport Ambassador provides exceptional customer service and support to passengers, visitors, and airports takeholders. This position serves as a welcoming and informative presence throughout the airport, supporting safe, efficient,and positive travel experiences for individuals of diverse backgrounds and abilities.
Please note the schedule for this position will be Wednesday-Saturday, 6:00 PM - 12:00 AM.
Union Affiliation:
American Federation of State County and Municipal Employees (AFSCME)
Pay Grade 11:
$23.09 Hourly
Remote Tier 1:
Zero
(0) days remote/week
Essential Job Functions
Serve as a front-line ambassador at the Patrick Leahy Burlington International Airport terminal buildings,roadways and parking office, by actively engaging with customers to provide assistance with luggage andwheelchairs, locating lost vehicles, answering questions, giving directions, parking information and maintainingsafety and security requirements.
Provide accurate information regarding flight activity, terminal layout, airport services, and amenities
Coordinate with airport staff, airlines, security, and emergency personnel and others as necessary includinggeneral understanding of airport security program and federal requirements.
Maintain a visible presence throughout terminals, curbside, and public areas.
Monitor the terminal and garage environment and report unusual events, activities, or hazardous conditions asrequired.
Assist with emergencies, including, but not limited to, fire alarms, medical calls, and aircraft emergencies.
Operate a fixed and/or mobile parking garage monitoring station to assist patrons with entry, exit, payment, and
wayfinding.
Leverage all available technologies including but not limited to automated fee computers, self-service/self-pay
kiosks, license plate recognition, intercoms, and video systems and process transactions, resolve issues, provide
customer support, and coordinate escorts when needed.
Be knowledgeable of airport facilities, airport terminal and fire exits, evacuation routes, as, well as other airport
buildings, traffic routes and submit work orders and documentation as required.
Patrol assigned areas, identify and report vehicle parking violations, including, but not limited to, parking in front of
fire hydrants, restricted areas, ADA designated parking spots and abandoned vehicles.
Assist with monitoring vehicles in the parking garage, including directing vehicles to the off-premises parking lot
when directed.
Monitor airline arrival and departure schedules.
Maintain the “Lost and Found” program by receiving, logging, storing, and assisting customers with retrieving
items from airport lost and found and updating the lost and found database.
Communicate information regarding access and availability of ground transportation at the Airport by being
knowledgeable in such information including the City of Burlington Vehicle for Hire Ordinance.
Inspect parking access revenue control system equipment and/or respond to reported problems with such
equipment, including, but not limited to, refilling ticket paper, reattaching gate arms, and power cycling parking
machines.
Assist Working Foreperson and/or airport managers with advanced repairs, including, but not limited to, parts
replacement, contacting third party vendors and/or airport Information Technology (IT).
Assist the working Foreperson with maintaining an accurate report of vehicle capacity in the garage.
Communicate and cooperate on security and customer service matters as appropriate
Assist with snow removal and other events, including, but not limited to, shoveling and salting sidewalks and
crosswalks to maintain safe areas.
Assists with on and off-airport events, including, but not limited to, event safety and security, crowd and traffic
control, installation of temporary fencing and signage, and general set-up and breakdown.
Maintain a clean environment throughout the airport, including, but not limited to, sweeping debris, coordinating
with janitorial for trash removal, and handling and disposal of biohazard materials using proper tools, Personal
Protective Equipment (PPE) and
make appropriate work orders.
Maintain and enhance positive public relations by responding promptly to complaints and inquiries by the traveling
public.
Assist as assigned with miscellaneous tasks, including but not limited to escorting visitors throughout the airport
and/or in the Security Identification Areas (SIDA).
Enforce airport rules and regulations and City Ordinances relating to ground transportation services, traffic flow,
and parking of vehicles, including but not limited to directing traffic.
Follow procedures by properly staffing the concourse security exit lanes as directed in accordance with federally
approved airport security procedures (ASP).
Observe, report, and follow procedures related to safety, security, and operational concerns
Collect luggage carts and wheelchairs on a regular basis throughout the day.
Understand and execute Ground Transportation duties such as; permit distribution, which includes collection and
recording of payment, and paperwork filing.
Perform all duties in compliance with airport policies, customer service standards, and applicable regulations.
Perform other duties as required
Qualifications/Basic Job Requirements
Ability to actively support City diversity, equity, and cultural competency efforts within stated job responsibilities
and work effectively across diverse cultures and constituencies.
Demonstrated commitment to diversity, equity and inclusion as evidenced by ongoing trainings and professional
development.
High school diploma or equivalent and a minimum of two years’ experience working in a public service capacity or
an equivalent combination of education and experience is required. Experience in airport or security preferred.
Must possess a valid driver's license and pass MVR check.
Benefits
The City of Burlington is proud to offer full time employees a comprehensive benefits program that includes:
Medical/Dental Insurance Coverage
Prescription Drug Coverage
Flexible Spending Programs
Short-Term Disability Insurance
Paid Leave (Sick and Vacation)
Pension Plan
Contributory Retirement Plan
Life Insurance
Must complete in-house training and acquire the skills to operate airport vehicle safely and professionally as
required.
Generally, understand and be knowledgeable of airport security regulations.
Must be able to stand for several hours at a time.
Ability to work extended periods of time in all weather conditions.
Ability to follow written and verbal instructions.
Ability to communicate clearly and professionally both orally and in writing.
Ability to process monetary transactions and apply basic math skills
Ability to work weekends, nights and holidays as required with potential changes of shifts.
Ability to interact with the general public, staff members, supervisors, outside contractors and various professional
and private customers in a courteous and professional manner at all times.
Ability to interact effectively with individuals from diverse cultural, social, and economic backgrounds
Ability to maintain a professional demeanor in the face of confrontation and stressful situations.
Ability to maintain professional appearance with a friendly, approachable demeanor
Punctuality and the ability to be on-site as scheduled.
Regular attendance is necessary and is essential to meeting the expectations of the job functions.
Ability to understand and comply with City standards, safety rules and personnel policies.
Ability to obtain and retain Patrick Leahy Burlington International Airport Secured Area ID badge (SIDA) which
includes a 10-year fingerprint based criminal history records check, a security threat assessment check and a
written exam.
Ability to work in modern office environment and use computer hardware and software, tablets, and phones.
Ability to properly use equipment including department phone and two-way handheld radios capable of tuning
into Airport frequencies.
Additional Information
Promoting a culture that reveres diversity and equity.
The City of Burlington is proud to be an equal opportunity employer, and we are strongly committed to creating a
dynamic and equitable work-force that mirrors the population and world that we serve. We do not discriminate on the
basis of political or religious affiliation, race, color, national origin, place of birth, ancestry, age, sexual orientation, gender
identity, marital status, crime victim status, veteran status, disability, HIV positive status, or genetic information in
employment or the provision of services.
In addition to being an equal opportunity employer we actively encourage applicants who can contribute to our growing
diversity to apply.
Applications for our employment opportunities are only accepted online through our Government Jobs website.
For accessibility information or alternative formats, please contact Human Resources Department at 802-540-
2505 or careers@burlingtonvt.gov.
