Airline Duty Manager - Customer Service ($66k+)

Los Angeles, CA, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Type:

Hourly

Rate:

Range $20.00 - $37.00

Work Schedule

Rotating Shifts

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee training programs

Flexible Schedule

Career advancement opportunities

Job Description

Hallmark Aviation is a renowned provider of aviation services, dedicated to delivering exceptional support to airlines and passengers worldwide. With a reputation for excellence and professionalism, Hallmark Aviation specializes in managing complex airport operations with a focus on quality, efficiency, and customer satisfaction. The company partners with prestigious international airlines to ensure smooth and seamless operational processes at major hubs such as Los Angeles International Airport (LAX). Known for its commitment to safety, compliance, and innovation, Hallmark Aviation is a trusted leader in the aviation services sector, offering a range of solutions from ground handling to passenger services.
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Job Requirements

Bachelor degree preferred or industry experience of 5 years
Read, write and speak English fluently
Statistical and basic math skills
Ability to stand and walk for long periods
Ability to lift up to 70 lbs
Willingness to work various hours on a 24-hour clock including overtime
Strong communication and interpersonal skills
Demonstrated ability to manage teams and handle operational challenges effectively

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
Acts 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

We didn't receive the exact location for this job posting,

please contact the employer.

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