Job Description
The Manager, Operations orchestrates and directly oversees the daily operation under the direction of the General Manager. Leads and directs Airport Operations employees in all matters concerning operations, ensuring service standards are exceeded.
Duties and Responsibilities
Your main responsibilities in this role include the following:
Provide counseling, discipline, support and advocacy for all airport operations staff and identify and propose solutions to challenges facing front-line employees
Ensure aiport operations functions operate at maximum productivity and efficiency and that airport operations tools and equipment are in proper working condition
Manage relationships with other Operations Managers, with supervisors in other company divisions and with airport staff to ensure successful coordination of day-to-day airport operations work
Manage daily planning and scheduling of people, equipment and resources and resolve questions and conflicts; set and communicate approach for resolving large-scale irregular operations, such as delayed flights, severe weather, natural disasters, etc.
Communicate to all front-line employees and ensure they maintain working knowledge of policies, procedures and service standards as well as the use of standard tools and systems; ensures policies and procedures are adhered to and enforced while maintaining the highest level of safety and customer service standards
Resolve employee issues escalated by Leads and Chiefs; manage compliance and regulatory reporting and associated follow-up with employees, including conducting and supporting investigations, on-the-job injuries and drug and alcohol testing and related follow up
Administer employee schedules, shift bidding, recruitment and payroll; manage attendance, injuries, and light duty process; report on trends. Develop action plans as they relate to employee dependability
Effectively administer personnel and employee relations programs in accordance with company policies and procedures while ensuring compliance with regulatory requirements including federal, state and provincial laws; manage employee egagement and recognition programs
Coordinate with regulatory training requirements for Airport Operations employees
Serve as an escalation point of contact in matters where additional customer service or intervention is required; maintain a professional relationship with HA customers including travel agents, assist direct sales and customers with special needs
Other duties as assigned by manager
Job Requirements
High School diploma or equivalent education
1 year of supervisory or management experience
1 year of customer service experience
Must be able to successfully manage multiple projects
Must possess excellent interpersonal skills and be able to work professionally and productively with all levels of employees in various departments.
Must possess and demonstrate core values such as mutual respect, personal integrity, and honesty.
Must ensure that accountability measures are effectively maintained and that follow up on actionable items are done in a timely manner
Must be able to travel when required, and be flexible in working various shifts, and be on call and available to support irregular operations (i.e. flight delays/cancellations)
Must be detail oriented with a proven ability to proactively manage a complex departmental budget.
Must be flexible and adapt well to change
Proficient in MS Office (i.e.Word, Excel, Access, Outlook)
Must become GSC (Ground Security Coordinator) qualified within 6 months of starting/transferring into position. Will not be able to perform any GSC duties until properly qualified
Associate or Undergraduate degree
3 years supervisory or management experience
3 years experience in the airline or hospitality industries
Proficient in a second language, particularly Japanese, Mandarin, Korean, Samoan or French
