What are the responsibilities and job description for the Concierge Representative position at cityofarlington?
JOB SUMMARY:
Under general supervision, provide the best possible levels of service to our customers in a welcoming, friendly, and respectful manner- make the customer feel at home. Provide customer service and assistance to pilots, passengers, and other customers of the FBO. This position is the primary responder, assisting FBO customers with inquiries and problems in person and by telephone pertaining to current fuel prices, rates for services offered, and general area information.
ESSENTIAL JOB FUNCTIONS:
•Communicate and initiate discussions, promoting positive public relations with tenants and customers regarding FBO operations; respond to and resolve concerns expressed by tenants.
•Assist in orientating prospective tenants to the FBO by providing general information regarding facilities, rules, and regulations.
•Provide concierge-style customer service including but not limited to:
- Processing sales.
- Acquire, maintain, and organize customer information.
- Arrange aircraft owners and pilots catering and ground handling requests.
- Quote fuel and FBO service prices.
- Resolve customer questions and/or complaints.
- Provide information and short-term rates for hangar rental and tie down spaces, etc.,
•Prepare and maintain records of all scheduled incoming aircraft and complete all necessary paperwork.
•Operate a two-way radio with Line Service on the FBO radio as well as talking to pilots using aviation terminology on the UNICOM radio when they are inbounding to the FBO ramp.
•Arrange rental cars and direct where they are to be parked.
•Distribute crew cars according to policy, provide ramp access for ground transportation to meet aircraft upon
arrival to the ramp.
•Clean, organize, and monitor snack and drink stations.
•Ensure pilot and passenger seating is tidy and stocked with current periodicals.
OTHER JOB FUNCTIONS:
•Provide shift coverage and work overtime as needed, especially in times of nonstandard operations such as special events, weather events, Temporary Flight Restrictions (TFR's), airport closures, etc.
•Communicate with Line Service crew for accurate, optimal service, including but not limited to:
- Communicating customer arrivals
- Schedule changes
- Arranging for specific pilot needs, such as: Coffee, ice, and papers
- Assist line service crews with wing walking while moving planes in and out of hangars.
- Monitor the FBO facility, ramps, hangars; provide access and monitor secured areas.
