Airline Duty Manager - Customer Service

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)

• 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)

• 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.

• 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

• 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.

Language

Skills:

Read, write and speak English fluently.

Mathematical

Skills:

Statistical and basic math.

• 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

Mid-Senior level

Full-time

Management and Manufacturing;
Airlines and Aviation

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