Airline Duty Manager - Customer Service ($66k+)
Job Overview
Employment Type
Full-time
Compensation
Type:
Hourly
Rate:
Range $20.00 - $37.00
Work Schedule
Rotating Shifts
Standard Hours
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Training and development opportunities
Professional work environment
Job Description
Hallmark Aviation is a globally recognized aviation services provider known for delivering high-quality ground handling and operational support to some of the world's leading airlines. With a strong presence at major international airports, Hallmark Aviation specializes in offering tailored solutions that encompass ground handling, cargo services, passenger services, and operational management, positioning itself as a leader in the aviation ground services industry. Their client portfolio includes prestigious international airlines that rely on Hallmark Aviation's expertise to maintain seamless airport operations and exceptional customer experiences. The company prides itself on its commitment to safety, efficiency, and customer satisfaction, achieved through innovative... Show More
Job Requirements
- Bachelor degree preferred or industry experience of 5 years
- Read, write and speak English fluently
- Statistical and basic math skills
- Ability to work various hours on a 24 hour clock
- Ability to stand for long periods and walk long distances
- Ability to lift up to 70 lbs occasionally
- Ability to work regular overtime
- Capability to manage multiple tasks simultaneously
- Strong communication and interpersonal skills
Job Qualifications
- Prior airline supervisor experience
- Proven ability to do extremely well when working under extreme deadlines
- Excellent organizational skills
- Excellent leadership skills
- Successful completion of Duty Manager training
Job Duties
- Oversee operation and resource allocation to ensure productivity, professionalism, punctuality, grooming and customer service standards are met
- Manage staff and delegate duties
- Act as primary contact with Airline Management to ensure their satisfaction
- Ensure staff understand and abide by all company standards, policies and procedures
- Review activity reports to establish data required for planning station's operation
- Proactively seek workable solutions to operational challenges
- Monitor staff performance, identify areas that may require additional training to increase efficiency
- Conduct agent performance reviews, monitor attendance and requests for time off
- Coordinate activities with other departments and service providers to ensure operation meets company and government policies and regulations
- Enforce EEOC and unlawful policies, hostile work environment
- Ensure clean and neat work areas
- Give proper shift briefings
- Inform staff of new / revised policies and procedures
- Display positive customer service stance when dealing with clients and customers
- Ensure staff report and remain at assigned positions (boarding, check in counter, transit gate, arrivals, FIS)
- Remain approachable and accessible to agents and passengers during shift
- Monitor shift trade approvals, vacation time, seek volunteers for extra hours when needed
- Ensure that all Personnel Action Forms are completed and signed by all necessary parties then faxed to Human Resources
- Ensure that adequate security exists and that facilities throughout terminal comply with safety and environmental laws for all staff
- Complete required reports in a timely manner and distribute accordingly
- Promote a professional environment, monitor uniform standards
- Coach and counsel employees
- Visit lounge, if applicable, and ensure customer satisfaction
- Visit / monitor transit operations, if applicable, to ensure that queues are managed
- Plan and monitor oversold flights (transfers, DBC, etc.)
Job Qualifications
Experience
Expert Level (7+ years)
Job Location
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