Station Manager

4 weeks ago

White Plains, United States Tri State Jet Charter Full time

Position Summary:


The Station Manager will play a crucial role in ensuring our customers have a smooth and enjoyable experience from the moment they arrive at the FBO. The priority of this position is to provide a seamless check-in process, where attention to detail is key. This role is also tasked with maintaining the lounge area in top condition and fully stocked with amenities and assisting the inflight crew with any request made during flight. This position requires coordination with FBO staff and other base members on required duties. When not actively assisting with an ongoing flight, the Station Manger will respond to requests and questions received via email, phone or through the booking site.


Responsibilities

• Curate a seamless onboarding experience for high profile clientele in the FBO and lounge area.

• Manage the check-in process and vet that customers are fit to fly. This means verifying all necessary documents, ensuring baggage is properly screened, and confirming that customers meet the requirements for travel.

• Maintain the lounge space. This includes keeping the space clean, organized, and inviting for customers to relax before their flight.

• Proactively and simultaneously monitor multiple flight statuses and ensure timely flight updates are made to the passengers.

• Log customer interactions in company CRM (Customer Resource Management).

• Educate existing and new clients on our Shared Flight product, policies and app usage.

• Interface directly with FBO personnel and Tri-State Ground Representatives to advise of any flight disruptions and manage customer requests.

• Effectively communicate and escalate operational issues and specific trip logistics as needed.

• Takes on client escalations as needed an provide sound solutions.

• Compile service issue reports and provide recommendations for improvement. • Manage problems and issues using independent judgment and provide sound solutions to ensure client satisfaction.

• Perform additional assignments and projects, as requested/required.

• Must have the ability/flexibility to work in a 24/7/365 Base Center to cover the needs of the operation and may be assigned to shifts that include days, nights, afternoons, weeks and holidays.

• Ability to appropriately filter non-shared flight related inquires to the correct team/department.

• Coordinate with the Inflight Crew during flight to ensure all necessary items are onboard.

• Directly responsible for the proactive coordination and communication of all flight management details, including itinerary details, manifest details, catering requests, onboard service items, ground transportation arrangements, flight following and specific customer requests via email, phone and the app.

• Ensure compliance with company standards.

• Thrive in a team environment by sharing specific tasks, but also able to work independently.

• Maintain a high level of personal decorum and professional conduct. 


Qualifications

• Education: Must have a high school diploma or GED.


• Experience:

o Must have at least 2 years of professional client services experience in travel or hospitality industry or similar high-touch customer service experience.


• Skills/Competencies:

o Excellent interpersonal and customer service skills.

o Excellent organizational skills and attention to detail.

o Strong problem solving skills.

o Excellent time management skills with an ability to meet deadlines and prioritize tasks.

o Must be flexible and read for changes in schedules and plans.

o Ability to adhere to strict time schedules, attendance policies, and appearance standards are non-negotiable.

o Must be 21 years of age.

o Must have a current, valid driver's license.

o Must have a current passport.

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