Airport Guest Services Lead

The Cedar Rapids Airport Commission is a dedicated public agency responsible for managing the operations of the Eastern Iowa Airport, serving as a vital gateway for travelers in and out of Cedar Rapids, Iowa. As a key hub in the region, the airport facilitates millions of passengers annually, offering a wide range of services and amenities focused on delivering a seamless travel experience. With an emphasis on safety, efficiency, and customer satisfaction, the airport prioritizes a high standard of service for all its guests. The organization is committed to fostering a supportive and professional work environment where employees can thrive and contribute to the community's growth and connectivity.

The Airport Guest Services team plays a crucial role within the Cedar Rapids Airport Commission by ensuring that every guest receives exceptional, personalized assistance in various capacities. As a support member to the Airport Guest Services Supervisor, the role involves providing leadership and helping the team maintain a high quality of customer service in a dynamic, fast-paced environment. This position requires acting as a dispatcher and primary point of contact for guests, managing daily guest interactions, and referring inquiries to appropriate departments. The role also includes supporting scheduling, training, payroll, and administrative duties utilizing MS Office tools.

This position demands a high level of judgment and decision-making skills to quickly resolve issues and minimize any negative impact on the customer experience. The work environment is diverse and fast-moving, requiring multitasking and proactive problem-solving. Typical guests' situations that the team supports include greeting travelers, providing valet and luggage assistance, offering mobility help, directing guests throughout the airport, responding to airline service requests, and coordinating transportation. There are also responsibilities related to answering phone inquiries, ensuring cleanliness of the drive and terminals, as well as performing light cleaning duties and assorted administrative tasks.

This is a full-time position offering a competitive hourly wage ranging from $16.68 to $17.18 depending on experience. Candidates can expect a variable work schedule that includes nights, weekends, holidays, and is weather-dependent. The Cedar Rapids Airport Commission provides a comprehensive benefits package which includes 401(k) with matching, dental and vision insurance, health insurance, flexible spending accounts, paid time off, employee assistance, retirement plan, and tuition reimbursement. A valid Iowa driver's license and a minimum of a high school diploma or GED are required. Preferred candidates will have some experience in customer service or administrative roles, ideally including at least one year of hotel experience. This position offers a rewarding opportunity for those passionate about delivering excellent customer service in a vibrant airport environment and looking to grow their career within a public agency setting.