Crossroads Guide

Why Should You Join Our Team? 
We are a full-service municipality located approximately 20 miles southwest of downtown Houston that invests in our team and offers real opportunities for career growth. We pay our ASR Supervisors a starting salary of $60,112 – $69,118 annually, depending on your qualifications. We also offer great benefits and perks available on your first day of employment, including: City-subsidized health benefits; life and disability insurance; a variety of voluntary benefits;  a robust pension plan with TMRS to set you up for a fulfilling retirement; flexible schedules and work from home opportunities; a down-to-earth casual environment and dress code; and a positive team-oriented culture stemming from a long-term commitment to innovation and inclusion.

Benefits At-A-Glance:

• City-subsidized Medical and Dental Insurance with a variety of plan options;
• City-paid Basic Life Insurance @ 1x your annual salary and Long-term Disability;
• Voluntary Vision, Supplemental Life Coverage (for you and your family), Aflac indemnity plans such as Accident, Cancer, Hospitalization and Critical Illness, Short Term Disability and pre-paid legal benefits through Legal Shield;
• 9 paid holidays and up to 3 floating holidays to use at your discretion;
• A generous vacation package with accruals starting on day 1;
• Paid sick leave;
• Paid Parental Leave
• A robust pension plan with TMRS includes your 7% contribution with 2:1 match by the City;
• You won’t contribute to Social Security, but you can further your retirement income by contributing to a Deferred Compensation (457b) plan;
• Longevity pay for each month of service after your first 13 months of employment;
• On-site Wellness facilities and programming (mind, body spirit & financial preparedness); and
• Access to multiple mental health benefits and resources, including a robust EAP…

If we have your attention… Please. Continue. Reading!

About the City of Sugar Land
The City of Sugar Land, a municipality with a population of 111,026, provides the highest quality of affordable services to meet the needs of its residents. Master-planned communities and welcoming neighborhoods enhance home values and create a sense of belonging. The community offers outstanding schools, libraries, parks, museums, restaurants, entertainment venues, and other resources that make Sugar Land a great place to work, live and raise a family. Sugar Land’s aggressive economic development program has created a business-friendly environment, and numerous high-profile regional and international corporations have chosen Sugar Land as their corporate home. Sugar Land is also home to an award-winning regional airport and multiple civic organizations for those interested in the community and government.

We are proud to have been named one of the Top 50 places to live in the United States by The Press of Atlantic City and the Top 25 Best Places to Live for Families by Fortune Magazine. We hire people based on their potential, not just their experience. We have an informal work environment but are serious about what we do. We believe that happy, diverse and talented employees add value to the City. We do our best to hire friendly, professional people who work hard and play well with others. We also promote a healthy work-life balance and personal development. 

Ask yourself: Do you enjoy working with people? Are you organized and detail-oriented?  Are you able to work in a fast paced environment? If so, please consider applying for the Airport Services Representative Supervisor position today!

As the ASR Supervisor you will:

• Responsible for the direct supervision of the ASRs at the main desk, including but not limited to employee selection, training, scheduling, and evaluations.
• Manage requests for ancillary services, including but not limited to reservation for hotel, limo, and/or car; setting up services, such as pull out service, aircraft detailing, catering, and shuttles; and other special requests made by customers needing assistance.
• Handle heavy telephone traffic (four incoming lines) in a prompt, efficient manner.
• Prepare and maintain records of all scheduled incoming aircraft and complete all necessary paperwork.
• Distribute crew cars in accordance with Airport policy and process all related paperwork.
• Process sales, reference prior transactions, quote fuel prices as established through the fuel volume discount program within the FBO Manager/ Total FBO software.
• Communicate effectively over the Unicom and two-way radio using aviation terminology.
• Prepare and process payments for Airport services by cash, check or credit card.
• Communicate with Line Crew for accurate, optimal service.
• Maintain customer files, including current contact information, up-to-date credit card information, prior purchase history, and special information.
• Prepare monthly reports.
• Resolve customer questions and/or complaints. Assume responsibility for communication within and between departments: maintain working relationships and communicate with all departments; resolve problems quickly, efficiently, and courteously; receives information from previous shifts and passes on pertinent details to oncoming shifts.
• Upholds the airports policies and procedures as stated in the employee handbook.
• Establish a team environment that will assist customers/aircrews with a variety of needs.
• Assist both passengers and air crews from the moment they arrive at the airport’s front door to the moment they board the aircraft—ensuring their requirements are completely met. The ASR Supervisor’s focus is to help FBO customers save time and ensure their experience is as convenient and as pleasant as possible.
• Monitor coin-operated vending machines, ensuring they are in good operating condition.
• Ensure that all GlobalSelect Airport Service Representatives report to work in clean uniforms assigned for their positions; select, train, coach, and discipline employees as necessary; manage schedules for ASRs; evaluate job performance of ASRs and cafe employees; conduct regularly scheduled meetings of ASRs
• Assumes responsibility for procedures within department: supervise workloads during shifts; maintain master key control; assure the accuracy of all reports and settlements; enforce all cash-handling, check-cashing and credit policies.
• Responsible for ensuring that the terminal (inside) is clean at all times and all areas are well-stocked, including the pilots’ lounge.
• Coordinate activities with the Line Service team.
• Assume responsibility for communication within and between departments: maintain working relationships and communicate with all departments; resolve problems quickly, efficiently, and courteously; receives information from previous shifts and passes on pertinent details to oncoming shifts.
• Upholds the airports policies and procedures as stated in the employee handbook.
• Establish a team environment that will assist customers/aircrews with a variety of needs.
• Assist both passengers and air crews from the moment they arrive at the airport’s front door to the moment they board the aircraft—ensuring their requirements are completely met. The ASR Supervisor’s focus is to help FBO customers save time and ensure their experience is as convenient and as pleasant as possible.
• Oversee the shuttle service for flying customers provided by Airport staff
• Responsible for their direct supervision including but not limited to employee selection, training, scheduling, and evaluations.
• Required to work as an essential employee before, during and after an emergency or disaster, whether natural or acts of war.

• Associate’s degree preferred.

 
Relatable Work Experience:

• Minimum five (5) years of Fixed Based Operator (FBO) experience in a customer service role with advanced knowledge of aviation terminology is required.
• Experience using TotalFBO software preferred.
• Supervisory experience required.
• Previous experience in a customer service based role is required.
• Proficiency in Microsoft Office applications including Word, Excel, and Outlook.

 
Training (License and/or Certification):

• Valid Texas Drivers License

Our success is achieved by the courage to do things differently and accept that failure will occur on the path to innovation.

The City of Sugar Land is an equal opportunity employer.