Manager, Traveler Services

Air General, is a third-generation, family-owned, nationwide Air and Ocean Cargo handling company, as well as a provider of Passenger and Traveler Services, seeking a dynamic Manager to lead our Traveler Services operation. The Manager, Traveler Services, acts as a coach and mentor to our Coordinator team, Supervisors and additional Greeters. The role is assigned to provide assistance of a specialized nature, including on-site training, feedback and the management of remote teams. Interface with specific individuals or group of travelers, and to ensure the delivery of our services to key customers.

The preferred candidate will be local to the Portsmouth office and/or work a hybrid schedule. If you are interested in a career with an industry leader that promotes a diverse and inclusive culture, one where employees feel valued and respected, and are encouraged to contribute their unique perspectives, please consider joining us

Essential Job Functions

• Manage the training for all Traveler Service employees and host regular reviews as necessary to ensure new learnings are shared with all.
• Manage and develop the booking process, assigning reservation staff to perform the services and ensuring the reservations team dispatch support while events are in progress.
• Track bookings and ensure invoices are prepared as appropriate, liaise with our customers to ensure all revenues are covered.
• Improve customer service experience, create engaged customers and facilitate organic growth.
• Take ownership of customers issues and follow problems through to resolution.
• Set a clear mission and deploy strategies focused towards that mission.
• Develop service procedures, policies and standards.
• Keep accurate records and document customer service actions and discussions.
• Analyze statistics and compile accurate reports.
• Keep ahead of industry's developments and apply best practices to areas of improvement.
• Control resources and utilize assets to achieve qualitative and quantitative targets.
• Adhere to and support the approved budget.
• Maintain an orderly workflow according to priorities.
• Liaise with Human Resources to ensure payroll figures are submitted correctly and on time.
• Coordinate with Director and VP Business Development in the process of obtaining proper airport operating permits where necessary.

Management Responsibilities - Manages direct reports including hiring, performance evaluations, scheduling, orientation, and training. Will make decisions on employee hires, transfers, promotions, salary changes, disciplines, terminations, and similar actions. Resolves employee problems within position responsibilities. Example of direct reports: Coordinators, Supervisors, Greeters

Requirements

• A high school diploma/GED is required. A bachelor's degree is preferred.
• Must be at least 18 years of age.
• Must have 5-7 years of prior experience in an airport environment or Customer Service roles.
• Must be able to travel as needed.
• Must have the ability to attend meetings at airports, with airport officials as needed.
• Must have previously managed a remote staff.
• Must be able to obtain a valid airport SIDA badge.
• Candidates must possess some intermediate computer skills, particularly in Microsoft Office programs.
• Must be able to clearly understand and communicate in English when performing essential job functions.
• Must be able to pass all pre-employment screenings, background checks, and airport/government security background checks, applicable Custom Security Seal, and post offer drug screens.
• Be available to work varied shifts, including nights, weekends, and holidays.

Other Skills & Abilities

• Excellent communication skills
• Assessment of business situations
• Problem solving skills
• Decision making skills

Compensation - This is a salary/exempt role. The salary will be based on current market conditions and commensurate with candidate experience. Candidates are encouraged to communicate their expectations during the recruiting and selection process.

Benefits Offered:

• Medical, Dental, Vision, STD, LTD, Health and Flexible Savings Accounts, etc.
• Paid Time Off and Sick Time
• Paid Parental Leave
• 401(k) Retirement Plan and Roth after 6 months, company match after 1 year
• Life Insurance
• Tuition Scholarship Program
• Company Emergency Loan Program
• Earned Wage Access - offered through Tapcheck
• Tuition Reimbursement
• Employee Assistance Program (EAP)

Air General is a third-generation, family-owned, nationwide Air and Ocean Cargo handling company, as well as a provider of Passenger and Traveler Services. Our customers are the world's major International and Domestic Airlines. Air General is dedicated to providing quality cargo handling and transportation logistics services in North America at major US Airports. If you'd like to learn more about Air General please visit the link and explore our videos

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.