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Airside Experience Leader

2 months ago

West Palm Beach, United States Signature Aviation Full time

The Airside Experience Leader performs the same or similar duties as those assigned to the Airside Experience workgroup while providing oversight and leadership to the Airside Experience team on the shift. This position is responsible for a variety of duties that contribute towards safely providing requested services for cargo operations, general aviation aircraft, crews, and guests. An Airside Experience Leader often serves as the escalation point for guest inquiries which cannot be resolved by the Airside Experience Specialist and/or Associate on shift. The person in this position must be able to work flexible schedules, including night, holiday, and weekend shifts. Certain functions may be performed in varying weather and environmental conditions such as precipitation, extreme temperatures, jet engine fumes, dust, and noise. The tasks are performed inside and outside near stationary and moving aircraft (including spinning propellers and engines).

(Other duties may be assigned) 

• Monitor the performance of Airside Experience Specialists and/or Associates to ensure technical accuracy, demeanor, and adherence to Company policies and procedures. Correct performance as needed and alert management to any ongoing concerns. 

• Coordinate, assign duties, and provide shift supervision to qualified Airside Experience Specialists and/or Associates on shift. 

• Provide on-the-job training and assistance to Airside Experience Specialists and/or Associates. 

• Serve as a resource on all guest service matters and as an escalation point for guest inquiries. 

• Work as part of a team to conduct airside operations safely and efficiently in accordance with established policies and standard operating procedures (SOPs) ensuring efficient and accurate communication through various methods to accomplish operational tasks. 

• Collaborate, cooperate, and work closely with all team members, guests, clients, vendors, and aircraft crewmembers to ensure service needs are always met. Services include, but not limited to, cargo service operations, fueling, de-icing, lavatory, ground power and potable water services, parking, marshalling, wing walking, delivering catering and towing. 

• Proactively prepare for arriving/departing aircraft, identify and perform open job tasks, and immediately speak up and/or point out observed safety concerns to all stakeholders. 

• Operate and drive ground service equipment such as fuel trucks, de-icing trucks, ground power units, tugs, stair trucks, and other freight handling equipment. 

• Load and unload luggage and other cargo into/out of aircraft and from/into the private aviation terminal (PAT), guest vehicles, or other modes of transportation. 

• Provide professional and friendly guest service while showing a positive and helpful attitude to everyone at all times ensuring our guests always receive an exceptional experience. 

• Offer safe, convenient, and courteous transportation when driving shuttle vehicle with guests, luggage and cargo.

 • Maintain safe, clean, and secure ramps and operations. 

• Fuel handling, including fuel quality control, fuel receipt, inventory and maintaining accurate related documentation. 

• Understand, comply with, and enforce all operational, safety, and guest service requirements for all aspects of the job. 

• Stop work when an unsafe condition or act is likely to cause harm to people, the environment, our assets, or to our reputation if the work continues. Report concerns to the appropriate manager and cooperate in addressing the unsafe act or condition. 

• Abide by emergency response procedures when/if critical events occur.

• Understand, comply with, and enforce all security (physical, cyber and data) protocols as dictated by both Signature Aviation and the airport. 

• Create accurate records pertaining to time worked and activities and services performed.

Minimum Education and/or Experience: 

• High School Diploma or General Education Degree (GED). 

• One (1) to two (2) years of experience and/or training in aviation or cargo operations or an equivalent combination of education and experience is required. 

• Trained and signed off to perform specialty responsibilities (. oil and oxygen service for aircraft) and other required certifications (. towing, deicing) as required by base specific operations. 

• Minimum of 18 years of age.

 • Ability to pass company background checks (criminal and motor vehicle), drug tests, meet airport background check requirements to receive and maintain an airport security badge, and be insurable by the Company's applicable insurance policies. 

• Must be legally authorized to work in the jurisdiction of employment. 

• Excellent vision and coordination to move and/or direct aircraft and visually inspect aircraft fuel. 

• Ability to pass a color vision test for purposes of inspecting aviation fuel. 

• Must possess a valid state driver’s license. In some locations a commercial driver’s license (CDL) is required as dictated by local regulations and business needs. 

• Must be able to exercise good judgment and follow directions/directives from supervisor/management. 

Additional essential knowledge and essential skills: 

• Hospitality Skills: Excellent guest service skills with an energetic, outgoing, and guest-obsessed personality. Must be able to anticipate and act on guest needs and prioritize guest requests and job responsibilities by exhibiting a keen ability to multi-task in a fast-paced environment. Must be able to maintain professionalism and confidentiality. 

• Leadership Skills: Ability to assign tasks wisely, provide feedback to improve performance, and motivate others. 

• Language Skills: Ability to read and comprehend documents such as safety rules, operating instructions, and procedure manuals, and for safety-sensitive tasks, in English. Clearly communicate in English with others in person, via telephone, radio communicators, and in writing. Ability to write routine reports and correspondence. 

• Math Skills: Ability to perform simple arithmetic (., addition, subtraction, multiplication, division, percentages, fractions, angles, degrees, time). 

• Communication Skills: Able to use telephone, fax, two-way radio, email, and text messaging to contact guests, crew members, team members, or emergency personnel. Ability to speak effectively before groups of guests or team members and present information and respond to inquiries. 

• Physical Ability: Must be able to physically enter/exit and operate motor vehicles and ground support equipment such as fuel trucks, vans, tugs, freight handling equipment, and cars. Must be able to perform various functions safely and efficiently (., fueling, de-icing) from elevated heights. 

• Critical Thinking / Reasoning Ability: Ability to use rational thought to analyze and evaluate information, and to make informed decisions in a fast-paced environment. 

• Interpersonal Skills: Ability to get along and work well with others. Excellent interpersonal skills for effective collaboration with team members and service to guests. 

• Multitasking: Ability to handle multiple tasks simultaneously while maintaining attention to detail.

• Computer Skills: Ability to use a computer and email, including pass computer-based training modules, and ability to learn company software. 

• Task Management: Ability to successfully and timely complete Signature’s training programs.