Job Description
GENERAL PURPOSE OF JOB: This position is responsible for compliance of all aspects of the company and Federal policies within the day-to-day operation of the station. Must be able to communicate all airline business to internal and external departments effectively. Well-developed planning and organizational skills are required. Must be able to establish goals and objectives and continuously measure performance against these goals and objectives to raise the performance of the station. Responsibility to evaluate, manage, and provide ongoing feedback to employees and develop individuals and encourage career advancement. Lead by example, exemplifying integrity, professionalism, and excellent communication skills. Motivate to achieve results while managing people fairly and with respect. Must be committed to the importance of serving the customer and have an excellent customer service focus. ESSENTIAL DUTIES AND RESPONSIBILITIES: Prioritize the health and safety of the workforce. Ensure all employees know the corporate just safety culture and understand airline/airport environmental hazards. Maintain safe working conditions and practice safety standards by demonstrating responsibility and accountability for safe operations. Ensure compliance with all Federal directives and security requirements—audit to ensure quality assurance. Ensure compliance for controlling station expenses/cost and maintain an effective cost control program to monitor financial and operational performance. Develop and implement strategies, processes, and procedures that will effectively impact profitability. Establish and maintain airport and local community relations as TDA representative with airport officials, FAA, TSA, including but not limited to attending meetings and events. Coordinate airline vendor functions and act as the liaison for local contracts providing service to airline business partners, i.e., fueling skycap, security, catering, cleaning, and ground handling. Evaluate performance and implement appropriate measures to review service provided to airlines. Develop and maintain airline partners/customer relationships with a focus on contract retention, achieving monthly performance metrics, and all Service Level Agreements. Ensure compliance of airline/Trego-Dugan policy and procedures adhering to operation, safety, policy/procedure. Ensure compliance of customer service, baggage handling, and departure dependability. Monitor and verify quality control of Key Performance Indicators (KPIs). Establish effective and cost-efficient work schedules for large workgroups to determine manpower requirements for group movements, peak travel holidays, out of scope, and flight schedule changes. Coordinates training to ensure training requirements are met for all employees, including new hire, recurrent, supplemental, and local training compliance. Lead employees using a performance management and development process that provides an overall context and framework to encourage employee contribution and includes goal setting, feedback, and performance development planning. Provide feedback, research, and response to customer complaints/compliments in coordination with airline requirements. Establish employee recognition programs for station achievements, i.e., safety, performance, and revenue collect programs. Work to establish contract revenue and actively pursue opportunities to ensure station profitability. Establish and conduct regular communication to include staff/leadership meetings, daily reporting, participate in employee briefings, and townhall meetings as required. Other duties as assigned by the Managing Director of Operations. COMPETENCY/BEHAVIORAL REQUIREMENTS: Ability to coach, mentor, and develop team, including providing career development and opportunities. Fulfills responsibilities and commitments as a manager. Demonstrates professionalism and accountability. Be reliable, responsible, and dependable, and fulfill obligations. Approaches a complex task or problem by breaking it down into its parts and considering each part in detail. Maintain composure, keep emotions in check, control anger, and avoid aggressive behavior even in challenging situations. Accept criticism and deal calmly and effectively with high-stress situations, be open to change (positive or negative), and considerable variety in the workplace. Ability to identify what needs to be done and takes action before being asked or the situation requires it. Be sensitive to others' needs and feelings and be understanding and helpful on the job. Apply critical-thinking skills to solve problems by generating, evaluating, and im