Airline Duty Manager - Customer Service ($66k)

Hallmark Aviation is seeking a professional Airline Account Duty Manager for a prestigious International Airline. The Duty Manager assists with the Management of the airline operational and administrative processes while coordinating with the airline client/station manager to meet high quality standards.

DEPARTMENT: Los Angeles, CA (LAX)

Requirements And Skills Needed

• 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 through out 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)
  
  

Supervisory Responsibilities

• Entire station while on duty.
  
  

Directs and coordinates all operational activities involved in managing the station's daily operation, primary contact with station manager to ensure client satisfaction.

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Long periods of standing and walking long distances
• Periods of long sitting at a desk
• Occasional lifting up to 70 lbs
• Working various hours on a 24 hour clock
• Regular overtime
  
  

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Airline Station area
• Various lighting from natural sunlight to fluorescent
• Noise levels from passenger check in area, phone and radio communications
• Repetitive motion from PC keyboard and mouse use.
  
  

Required Skills

LANGUAGE SKILLS

Read, write and speak English fluently.

Mathematical Skills

Statistical and basic math

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 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
  
  

Required Experience

EDUCATION and/or EXPERIENCE