PASSENGER ASSISTANCE DISPATCHER

Job Position This position is an integral part of our team, embodying our core values of accountability, communication, family, exceptional service, and profitability. Your primary responsibility is to provide support to our operations department while upholding these values. Accountability Demonstrate ownership, reliability, and personal responsibility for assigned duties, passenger assistance requests, and operational results. Report to work on time, prepared for the assigned shift, and maintain reliable attendance Take ownership of passenger assistance requests from initial assignment through completion. Accurately dispatch Mobility Attendants based on passenger needs, location, flight schedule, service priority, and employee availability. Continuously monitor open assignments and follow up on requests that have not been accepted, started, or completed within expected timeframes. Maintain accurate and timely records of passenger requests, attendant assignments, service status, response times, and completion information. Proactively identify potential service failures, delays, or coverage gaps and take appropriate action before they negatively impact the passenger. Immediately escalate unresolved service issues, staffing shortages, safety concerns, passenger complaints, or operational problems to the appropriate supervisor. Follow company policies, airport requirements, safety procedures, security protocols, and established dispatch procedures. Accept responsibility for decisions and promptly correct errors or inaccurate information when identified. Protect confidential passenger, employee, airline, and company information. Communication Communicate clearly, respectfully, accurately, and promptly to ensure Mobility Attendants and operational partners have the information necessary to provide effective passenger assistance. Maintain continuous communication with Mobility Attendants through radios, telephones, mobile devices, and approved dispatch systems. Provide clear and accurate instructions regarding passenger pickup locations, destinations, flight information, gates, and service requirements. Confirm attendants receive and acknowledge assignments and understand any special instructions. Communicate changes in passenger locations, gate assignments, flight schedules, priorities, or service requirements immediately. Maintain professional, concise, and respectful radio communication at all times. Provide timely updates regarding delayed, pending, reassigned, or completed passenger assistance requests. Ensure important information is accurately communicated during shift changes and operational handoffs. FamilyTreat all airport personnel, team members, and customers with dignity and respect. Foster a supportive team environment. Distribute assignments fairly and appropriately while considering operational needs, employee locations, workload, and available resources. Support coworkers during high-volume periods, staffing shortages, irregular operations, and other challenging circumstances. Provide attendants with the information and support necessary to successfully complete their assignments. Demonstrate patience and professionalism when working with new employees or team members requiring additional direction. Contribute to a workplace culture where employees understand that every role contributes to the passenger experience and the success of the operation. Exceptional Service Ensure passengers requesting wheelchair or mobility assistance are assigned an attendant as quickly and efficiently as possible. Prioritize assignments based on passenger needs, boarding times, connection times, wait times, flight activity, and other operational considerations. Closely monitor passengers with time-sensitive connections or approaching departure times. Anticipate demand by monitoring scheduled arrivals, departures, passenger assistance requests, and known periods of increased activity. Follow up on outstanding requests rather than assuming an assignment has been completed. Reassign attendants when necessary to prevent excessive passenger wait times or missed service. Respond quickly to gate changes, delayed flights, early arrivals, cancellations, and other circumstances affecting passenger assistance. Ensure passenger information and assistance requirements are communicated respectfully and only to personnel who need the information to provide service. Address service concerns promptly and notify leadership when a passenger's needs cannot be met within expected service standards. Demonstrate patience, empathy, professionalism, and respect when communicating with passengers or employees regarding service needs. Support a positive airport experience by ensuring passengers receive consistent, dependable, and courteous assistance from arrival at the designated pickup point through completion of service. Seek opportunities to improve dispatch practices, response times, and the overall passenger assistance experience. Profitability Dispatch Mobility Attendants efficiently to maximize available staffing and minimize unnecessary employee downtime. Assign the closest or most appropriately positioned available attendant when practical to reduce travel time between assignments. Balance workloads across available attendants to improve productivity and service coverage. Anticipate periods of increased passenger demand and position available resources accordingly. Reduce unnecessary reassignment, duplicate dispatches, and inefficient movement of personnel throughout the airport. Monitor open requests and available staffing to identify opportunities to improve utilization and response times. Help prevent missed services, excessive passenger wait times, complaints, and airline service failures through proactive dispatch management. Accurately document services and operational activity when records are used for customer billing, contractual reporting, performance measurement, or payroll purposes. Report equipment or system problems promptly to reduce operational downtime.

HolidayACE Parking is an Affirmative Action Federal Contractor and Equal Opportunity Employer that encourages applicants who are Protected Veterans of the U.S. Armed Forces, Individuals with Disabilities, Women, and Minorities to apply (EEO/M/F/V/D) Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.