Airline Duty Manager - Customer Service ($70k+)

Airline Duty Manager - Customer Service ($70k+)

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.

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)

Required Skills

Read, write and speak English fluently. Statistical and basic math

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

Required Experience

Bachelor degree preferred or industry experience of 5 years