Position Title:

Airport Operations Supervisor-Terminal / Landside

Job Description:

Assists the Operations Manager – Terminal/Landside ensuring the day-to-day safe, secure, efficient, and convenient operations of the terminals and public service functions at the Salt Lake City International Airport. Provides leadership and administrative support for all levels of the Airport Operations Specialists-Terminal/Landside.

Provides a full scope of terminal related services including safety, functional and security inspections; tenant relations and lease enforcement; responding to and documenting medical and other emergencies; makes emergency decisions affecting the lives and health of others, including in circumstances and at times when personal life or personal safety may be at risk; crowd control and management; responding to traveling public complaints, providing information, assistance and direction to the traveling public and airport visitors.

This full working-level supervisory position requires on-going performance assessment of Airport Operations Specialist—Terminal/Landside duties, in-depth knowledge of Airport Terminal and Landside Operations, and a commitment to safe, secure, and efficient customer service. Requires non-traditional hours and overtime as needed.

About the Position:

As an Airport Operations Terminal/Landside Supervisor, you’ll lead a team of Operations Specialists to ensure safe, secure, and efficient terminal and landside operations. From overseeing passenger flow and ground transportation to coordinating emergency response and tenant relations, you’ll play a vital role in both day-to-day operations and high-stakes situations. This dynamic leadership position requires strong decision-making, excellent communication, and a commitment to customer service in a fast-paced, 24/7 airport environment.

Position Hourly Range:

$33.95- $39.95/hr based on qualifications and experience.

This position is eligible for full city benefits, including:

Health Insurance (95% of premium paid by city)
Dental, Vision and Life Insurance
Paid vacation and personal leave
6-12 weeks of paid parental leave available
Retirement contributions toward a pension plan and/or 401(k)
A robust Employee Assistance Plan (EAP)
Up to $4,000 tuition reimbursement annually
Discounted supplemental benefits like pet insurance and legal services

Typical Duties:

Supervises all activities provided by all levels of the Airport Operations Specialist-Terminal/Landside concerning the safe, secure, and efficient operation of all terminals, parking areas, airport roadways, and passenger loading/unloading areas. Provides consultation and oversight to employees in their work assignments and coaches employees in best practices for handling various situations.
Assists Airport Operations Specialist-Terminal/ Landside in resolving complaints from the public and situations requiring more delicate attention.
Ensures the efficiency of passenger travel. Monitors the flow of passengers through the terminal areas, including the TSA Security Checkpoints and Customs areas. Provides effective yet courteous crowd management in terminal areas when necessary. Uses various tactics, barricades, stanchions, and controls escalators or moving walkways to manage crowds.
Schedules shift coverage and supervises the daily activities of assigned Airport Operations Specialist-Terminal/Landside. Processes and verifies payroll and all pay practices in compliance with applicable Union Memorandum of Understanding and Fair Labor Standards Act provisions. Resolves personnel issues including coaching/counseling and progressive discipline, grievances, and work assignments. Conducts performance improvement plans of assigned Specialists. Performs program management in various programs such as, but not limited to scheduling, vehicle maintenance, budget/payroll, and training.
Ensures compliance with Airport Rules and Regulations, Federal Aviation Regulations (FARs) and Transportation Security Administration TSR 1542 regulations, as well as federal, state, and local laws.
Coordinates and oversees special events, construction activities, and projects at the airport.
Monitors the trend of delayed flights and other Irregular Operations (IROPs) impacting the airport requiring thorough analysis of airport activities and flight information. Issues summaries of irregular operations impacting the airport to various airport departments and public relations personnel.
Is a First Responder to structural emergencies, fire alarms, and medical incidents in the terminal facilities. Acts in a supporting role to police, fire, and emergency medical personnel and provides guidance through airport facilities. Transports patients and emergency personnel by way of the airport’s ambulance carts. Maintains proficiency in basic first aid and life saving techniques, including CPR & AED.
Serves as a key resource and support within the Airport’s Incident Command structure as it relates to Airport emergencies. Assists Airport Terminal Managers during situations to include mitigation, preparation, response, and recovery phases related to Airport emergencies. Serves as the Terminal/Landside Operations point of contact in the Airport’s Emergency Operations Plan.
Performs security inspections and provides instruction to Airport Operations Specialists - Terminal/Landside in the proper technique of security inspection of vehicles, Landside grounds and Airport terminal facilities to maintain a safe, secure environment and meet U.S. Transportation Security Administration requirements applicable to specific national threat procedures.
Acts as liaison to ground transportation providers and associated governmental and private agencies. Responds or assists officers in responding to ground transportation inquires. Oversees enforcement of applicable Airport Rules and Regulations and city, state, and federal ordinances as applied to commercial ground transportation companies, vehicles, and personnel.
Provides high profile customer service to the traveling public, tenants, concessionaires, and individuals at the Salt Lake City Department of Airports. Responds to inquiries, requests for information, complaints, and issues. Provides information on complaint procedures and/or directions to the appropriate tenant and/or airline representative. Required to coordinate, oversee, and escort personnel during special events and projects.
Assists the Airport Properties and Finance divisions with tenant-related issues.
May be assigned various administrative tasks for the Airport Operations-Terminal/Landside division including timekeeping and payroll, developing policies/procedures, providing analysis on various operational activities, budgeting, uniform allocation, vehicle and equipment inventory, and employee training programs. Uses various computer software for administrative and operational needs.
Ensures compliance with the Americans with Disabilities Act (ADA) including ensuring public rights-of-way and functionality of ADA related equipment. Provides assistance to passengers with disabilities and special needs at the airport.
Performs other related duties as assigned. May need to fill in and provide coverage in any area of the Terminal Landside Operation.

Minimum Qualifications:

Four (4) years of college-level coursework plus three (3) years of paid experience in an enforcement or customer service-related field, interacting with people under potentially perilous or delicate circumstances. Two (2) of the three (3) years of paid experience must be in a commercial airport environment. Additionally, one (1) year of supervisory or lead worker experience required. Education and experience may be substituted on a year-for-year basis including the one (1) year supervisory or lead work experience. Designation in the Airport Operations discipline such as completion of training requirements through the American Association of Airport Executives (AAAE) programs for Certified Member (CM) designation, Airport Certified Employee (ACE) designation, or other related designation, fulfills one year of the experience requirement.
Working knowledge of federal, state, and local laws, rules, regulations, policies, and procedures related to the operations of a large hub airport. Working knowledge of terminal operations and technical aviation issues, equipment, and administration in an aviation environment. Working knowledge of aviation industry agencies, tenants, and airport functions.
Ability to work well with others, and to assist the public cooperatively and courteously. Extensive public relations and effective communication abilities. Ability to relate well verbally, in writing, and via telephone, and two-way radio.
Americans with Disabilities Act (ADA) basics course completion within 6 months of hire.
AAAE ACE – Security or Operations Certification or ACI Terminal and Landside Operations Course Completion.
Ability to establish and maintain successful working relationships with individuals of diverse backgrounds. Ability to respond tactfully and courteously with airport tenants, the public, special-needs individuals, co-workers, supervisors, and other workgroups and agency personnel.
Ability to multi-task, prioritize competing needs and tasks, handle stressful and dynamic situations, including emergencies, with little or no guidance. Able to respond promptly to emergency and operational needs.
Demonstrated proficiency in planning, organizing, and conducting investigations. Ability to adapt methods, techniques, and procedures of investigation to specific situations, maintain records and to complete accurate reports. Demonstrated ability to multi-task, prioritize competing needs and tasks, handle stressful and dynamic situations, including emergencies, with little or no guidance. Ability to maintain records and to complete accurate reports.
Able to respond promptly to emergency and operational needs. Ability to analyze high stress and emergency situations quickly and objectively, determining a proper course of action to be taken, providing for an organized, calm, and professional response.
Working knowledge of the Incident Command System. Ability to serve in a leadership role in Incident Command situations. Ability to obtain National Incident Management System certifications as required, including ICS 100, 200, 700, 800, as well as classes ICS 300 and 400.
Demonstrated ability to read and write legibly and maintain accurate records and to prepare technical reports. Working knowledge of computers and associated word processing and spreadsheet software. Ability to learn new computer applications.
Ability to meet all minimum qualifications and standards required of Airport Operations Specialists-Terminal/Landside, including the successful completion of a Post Offer Employment Test and ability to perform all job assignments and tasks required of both positions as required.
Prior to employment, must successfully pass a background check and obtain an airport ID badge for working in secure areas of the airport and maintain a valid badge throughout employment.
Must be able to certify in CPR & AED within 90 days and maintain certifications. Must maintain certification throughout employment.
Within 60 days, successfully pass a background check and obtain U.S. Customs and Border Protection Zone 1 (Z1) clearance to work in designated Federal Inspection Service (FIS) areas of the airport. Must maintain said clearance throughout employment.
Possession of a valid state driver’s license or Utah driving privilege card.

Desired Qualifications:

Candidates who have practical working experience in a program regulated by ordinance and public sector policies is desired.
Completion of an industry-recognized accreditation or certification program.
Preference will be given to candidates with the required number of years of experience in a related position with Salt Lake City Department of Airports.
Fluency in a second language
Demonstrated ability to effectively lead small groups or teams.

Working Conditions:

Moderate physical efforts as needed to push, pull, and lift medium weights. Occasional strenuous physical effort required. Considerable exposure to disagreeable elements such as extreme heat or cold weather conditions and excessive noise. Performs most duties while covering an expansive terminal and landside area, requiring walking or standing throughout the duration of the shift. Required ability to maneuver safely and direct others safely through construction sites.
Considerable exposure to stressful situations as a result of human behavior, occupational hazards, time and/or operational constraints, emergency situations, and multiple simultaneous demands and tasks.
Required to work non-traditional hours and shift work and possible overtime to provide required shift coverage.

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities and skills required of personnel so classified.

All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

POSITION TYPE

Full-Time

DEPARTMENT

Airport

Full Time/Part Time:

Full time

Scheduled Hours:

SALT LAKE CITY CORP

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Airport Operations Supervisor-Terminal / Landside