FIS Coordinator – Portuguese Speaking

Location: Orlando International Airport (MCO), Orlando, Florida
Department: Airport Operations / Passenger Services
Position Type: Full-Time

Position Summary

Southeast Airport Services, Inc. (SAS), a leading airport logistics service provider, is seeking dynamic, professionals to serve as FIS Ambassadors. This role is critical to supporting international passenger processing at the Federal Inspection Station (FIS) by providing translation services, customer assistance, and passenger flow coordination in partnership with U.S. Customs and Border Protection (CBP) and airport authorities. This position assists international arriving passengers, provides Portuguese-language communication support, and coordinates with airport personnel and relevant operational teams to help ensure an organized, efficient, and positive passenger experience.

The ideal candidate is fluent in Portuguese and English, possesses strong customer service and communication skills, and can work effectively in a fast-paced, security-sensitive airport environment.

Essential Duties and Responsibilities

• Provide Portuguese and English language assistance to international passengers as needed.
• Assist passengers with general directions and navigation through designated Federal Inspection Services (FIS) areas.
• Help maintain orderly passenger flow in designated areas in accordance with airport procedures.
• Coordinate with airport operations personnel, airline representatives, supervisors, and other authorized stakeholders to address passenger service needs.
• Provide clear, courteous instructions to passengers regarding airport processes and designated locations without performing duties reserved for federal officers.
• Identify passenger service issues, congestion, accessibility concerns, and operational delays and report them to the appropriate supervisor.
• Assist passengers who require additional guidance, including families, elderly travelers, and passengers with disabilities.
• Support the implementation of operational procedures and service standards within assigned areas.
• Maintain accurate shift reports, incident documentation, and other operational records as required.
• Communicate operational concerns, service disruptions, and passenger flow issues promptly to management.
• Follow all airport security requirements, safety procedures, confidentiality standards, and company policies.
• Attend required training, staff briefings, and operational meetings.
• Perform other related duties as assigned by management.

Minimum Qualifications

• High school diploma or GED preferred.
• Fluency in Portuguese and English, with the ability to communicate effectively in both languages.
• Previous experience in airport operations, customer service, hospitality, passenger assistance, or a related field preferred.
• Strong verbal communication, interpersonal, and problem-solving skills.
• Ability to remain professional and composed in a fast-paced environment.
• Basic computer skills and the ability to complete operational documentation.
• Strong attendance, punctuality, dependability, and attention to detail.

Airport Security and Compliance Requirements

• Must successfully complete applicable airport background checks and security clearance requirements.
• Must obtain and maintain required airport identification badges and access authorization.
• Must comply with airport security procedures, restricted-area access requirements, and all applicable company and airport policies.
• Must understand and respect the distinction between passenger assistance responsibilities and the official duties of U.S. Customs and Border Protection (CBP) and other federal agencies.

Physical Requirements and Work Environment

• Ability to stand and walk for extended periods.
• Ability to work in a busy airport environment with fluctuating passenger volumes.
• Ability to assist passengers with directions and navigate airport facilities throughout the assigned shift.
• Availability to work assigned shifts, including weekends, holidays, early mornings, or evenings, as operational needs require.

Preferred Skills and Competencies

• Fluency in Portuguese and English; additional languages are a plus.
• Excellent customer service and cross-cultural communication skills.
• Ability to coordinate with multiple teams and respond to changing operational needs.
• Professional demeanor, sound judgment, and a strong commitment to passenger satisfaction.
• Ability to follow established procedures and escalate issues appropriately.

Equal Employment Opportunity

The company is an equal opportunity employer committed to providing a professional, respectful, and inclusive workplace. Employment is contingent upon meeting applicable job qualifications and airport security requirements.