Terminal Operations Manager
Found in: Appcast Linkedin GBL C2 - 2 weeks ago
Job Summary:
The Manager, Terminal Operations over sees daily terminal activities including, but not limited to, assessment, evaluation and coordination of personnel and programs necessary to operate and enhance both terminal and curbside operations. These tasks are intended to ensure the safe and efficient movement of passengers throughout the terminal while also emphasizing our commitment to providing a world-class guest experience. This individual will oversee a large staff of specialists and is tasked to ensure timely communications that set expectations and deliver results. This management role must also serve as a key point of contact for all stakeholders in the terminal as it relates to both daily operations as well as emergencies/irregular operations; as such, clear & concise communication skills are essential to the role. This leader must exemplify a strong daily focus on our core mission both through actions and management to “Deliver an Experience Everybody Loves.” This individual will be working in a fast-paced environment with required strong critical thinking skills, can make decisions where ambiguity exists while demonstrating strong leadership capabilities when working autonomously.
Major Duties and Responsibilities:
- Manages and directs the personnel and programs necessary to enhance the airport terminal and curbside operations to ensure safe and efficient flow of passengers through the terminal facilities while promoting a world class guest experience.
- OnDuty decision making as it relates to overall facility operations.
- Serves as primary point of contact for terminal-related activities between LaGuardia Gateway Partners (LGP) and all stakeholders to proactively address, resolve, and mitigate related operational, guest service, or throughput issues.
- Responds to and participates in airport/terminal emergencies and irregular operations, establishes priorities, and makes timely decisions under stressful conditions to emergencies and incidents of various size, scope, and scale.
- Serve as Incident Commander (IC) during activation of the Emergency Operations Center (EOC).
- Oversees the terminal inspection program, performance measurement tools, and terminal standards to improve the airport terminal’s overall performance and guest experience; continually monitors and analyzes data on area of responsibilities and makes recommendations on process improvement.
- Manages and oversees the daily allocation of common-use resources and troubleshoots scheduling conflicts as they arise.
- Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance while encouraging Terminal B brand standards are adhered to.
- Directs and coordinates guest service efforts for internal and external support agencies during periods of irregular operations.
- Administrate, maintain, and communicate departmental training programs to ensure employees are effective to support daily operations.
- Focus on delivering operations and facility key performance indicators (KPI) by shift as well as reporting out results as needed.
- Ensures that regular & on-going communication with employees creates awareness of business objectives and communicates expectations geared towards producing desired results/outcomes while also recognizing performance and achievement.
- Ensures LGP policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs) and supports performance management process.
- Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Assists the operations management team with interviewing and hiring of employee team members.
- Perform all other duties as required.
Competencies and Skills:
- Operations background preferred.
- Operational guest service experience and guest service skills
- Facility/Property Management knowledge
- Attention to detail and demonstrated focus on continuous improvement.
- Ability to work in a fast-paced environment.
- Ability to multi-task
- Strong decision-making skills
- Critical thinking
- Demonstrate passion for developing others.
- Ability to work collaboratively with others to solve issues.
- Knowledge of SMS
- Project and time management skills
- Excellent computer skills
- written and oral communication skills
Education and Experience:
- Bachelor’s degree or equivalent experience
- 5 years of Operations Management, Project Management, Facility/Property Management experience or similar capacity
- Experience in an aviation/airport setting or customer experience preferred.
- Experience working effectively in a regulated environment preferred.
- Knowledgeable in airport airside and terminal operations preferred.
Primary Work Location: LaGuardia Airport, NY
Employee Status: Full Time, Nights/Weekends as Required
Equal Employment Opportunity and Affirmative Action:
LaGuardia Gateway Partners provides equal employment opportunity without regard to race, color, age, religion, gender, sexual orientation, national origin, disability, veteran status, or other protected characteristics. Further, it is the policy of LaGuardia Gateway Partners to undertake affirmative action in compliance with all federal, state, and local requirements.
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