GENERAL SUMMARY:
Performs supervisory duties related to supervising Station Concierges and operations at assigned DART transit centers, transfer centers, selected rail stations, and passenger transfer locations. Performs basic supervisory duties for assigned staff to include recommendations of hiring, training, counseling, disciplining, evaluating and documenting performance.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Assigns work and observes job performance of assigned Station Concierges. Observes staff interacting with public. Provides constructive feedback to Concierge. Reviews and provides feedback regarding performance of assigned Concierges to include complaints, professional and personal development.
2. Reviews and studies data for assigned Transit Centers such as attendance trends, commonalities of customer complaints and similar activities. Develops and submits recommendations to Senior Manager to address issues.
3. Sits on interview panel; selects, develops, trains, evaluates, counsels, recommends and prepares corrective or disciplinary actions relative to hourly personnel according to established policies, procedures, and guidelines.
4. Reviews and makes recommendations regarding standard operating procedures for Station Concierges.
5. Maintains personnel records such as attendance, payroll, and vacation schedules for Station Monitors.
6. Prepares a variety of daily, weekly and monthly reports for management review. Reviews data for assigned centers. Makes suggestions for improvement based on data.
7. Ensures adequate supply of printed customer information at Transit Centers and Transfer Stations, including timetables, maps, rider alerts, special notices, etc.
8. Ensures Transit/Transfer Centers meet cleanliness, appearance, and maintenance standards.
9. Performs other duties as assigned.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
Note: An equivalent combination of related education and experience may be substituted for the below stated minimums excluding High School Diploma, GED, Licenses, or Certifications.

1. Associates Degree from an accredited college or university in field of expertise (e.g. Business Administration, Public Administration, Transportation, Human Resources, Planning, Safety, Curriculum Development or other technical fields applicable to DART Transportation).
2. Three (3) years of experience to include at least one year as a bus/rail operator , station monitor or supervisory experience and a combination of experience working in positions requiring extensive customer service interactions.
3. Valid Texas drivers license, no Driving While Intoxicated (DWI) conviction within the last sixty (60) consecutive months, and not more than three (3) convictions of moving violations within the last thirty-six (36) consecutive months in order to operate DART non-revenue vehicles.
4. Must be able to work variable hours and shifts.
5. Proficient with personal computer (PC) and software applications to include Transit Works, Trapeze and Microsoft Office. Applications including Word and Excel.
6. Must be mobile and occasionally (5% - 10% of the work time) lift objects weighing 5-15 pounds.
7. Ability to be dedicated to meeting the expectations and requirements of internal and external customers. Gets first-hand customer information and uses it for improvements in products and services. Acts with customers in mind. Establishes and maintains effective relationships with customers and gains their trust and respect.
8. Ability to write clearly and succinctly in a variety of communication settings and styles. Can get messages across that have the desired effect
9. Ability to blend people into teams when needed. Creates strong morale and spirit in his/her team. Shares wins and successes. Fosters open dialogue. Let?s people finish and be responsible for their work. Defines success in terms of the whole team. Creates a feeling of belonging in the team.
10. Ability to be easy to approach and talk to. Spends the extra effort to put others at ease. Can be warm, pleasant, and gracious. Is sensitive to and patient with the interpersonal anxieties of others. Builds rapport well. Is a good listener.
11. Ability to maanage all kinds and classes of people equitably. Deals effectively with all races, nationalities, cultures, disabilities, ages and both sexes.
12. Ability to create a climate in which people want to do their best. Can motivate many kinds of direct reports and team or project members. Can assess each persons hot button and use it to get the best out of him/her. Pushes tasks and decisions down. Empowers others. Invites input from each person and shares ownership and visibility. Makes each individual feel his/her work is important.
13. Ability to provide current, direct, complete, and "actionable" positive and corrective feedback to others. Lets people know where they stand. Faces up to people problems on any person or situation (not including direct reports) quickly and directly. Is not afraid to take negative action when necessary.
14. Ability to be tolerant with people and processes. Listens and checks before acting. Tries to understand the people and the data before making judgments and acting.
15. Ability to find common ground and solve problems for the good of all. Can represent his/her own interests and yet be fair to other groups. Can solve problems with peers with a minimum of noise. Is seen as a team player and is cooperative. Easily gains trust and support of peers. Encourages collaboration.
16. Ability to be very flexible and adaptable when facing tough calls. Can combine seeming opposites like being compassionately tough, stand up for self without trampling others, set strong but flexible standards.

WORKING CONDITIONS:
Works in an environment where there is exposure to dust, noise, or temperature. May be exposed to unpleasant working conditions to include dust, noise, temperature, weather, petroleum products, and chemicals, assuming incumbent is observing all policies and procedures, safety precautions and regulations, and using all protective clothing and devices provided.

Note: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. The statements are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may perform other duties as assigned.

DART is proud to be an Equal Employment Opportunity Employer, supporting diversity in the workplace. M/F/D/V