Airside Experience Leader

Signature Aviation•Oakland, CA

5d•Onsite

About The Position

The Airside Experience Leader guides and supports the Airside Experience team, ensuring services for aircraft, crew, cargo, and guests are delivered safely, precisely, and with exceptional care. This is a hands-on, hospitality-focused leadership role responsible for oversight of airside operations, shift supervision, staff support and training, and responding to guest concerns as the escalation point beyond Airside Experience Specialists or Associates. The role requires a flexible schedule, including evenings, weekends, and holidays, and work outdoors near active aircraft and equipment. The position performs and oversees airside services such as cargo operations, fueling, de-icing, lavatory, ground power and potable water services, parking, marshalling, wing walking, catering delivery, and towing. The leader operates ground service equipment, handles luggage and cargo, transports guests and their belongings, and helps maintain safe, clean, and secure ramps. The role also includes fuel quality control and documentation, accurate records of time and services, enforcement of safety, security, operational, and guest-service requirements, and following emergency response procedures.

Requirements

High school diploma or General Education Degree (GED).
One to two years of experience and/or training in aviation or cargo operations, or an equivalent combination of education and experience.
Training and sign-off for specialty responsibilities, such as aircraft oil and oxygen service, and other required certifications, such as towing or de-icing, as required by base operations.
Must be at least 18 years of age.
Must pass company criminal and motor vehicle background checks and drug tests, meet airport background-check requirements for an airport security badge, and be insurable under applicable company 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; must pass a color vision test for aviation fuel inspection.
Valid state driver’s license; a commercial driver’s license may be required at some locations based on local regulations and business needs.
Ability to exercise good judgment and follow supervisor or management directions.
Excellent guest-service skills and an energetic, outgoing, guest-focused manner; ability to anticipate and respond to guest needs and prioritize requests while multitasking in a fast-paced environment.
Ability to maintain professionalism and confidentiality.
Ability to assign tasks, provide performance feedback, and motivate others.
Ability to read and understand safety rules, operating instructions, and procedure manuals; for safety-sensitive tasks, this includes English-language materials.
Ability to communicate clearly in English in person, by telephone, radio, and in writing; ability to write routine reports and correspondence.
Ability to perform simple arithmetic, including percentages, fractions, angles, degrees, and time.
Ability to use telephone, fax, two-way radio, email, and text messaging to contact guests, crew, colleagues, or emergency personnel; speak effectively before groups and respond to inquiries.
Ability to physically enter and exit and operate motor vehicles and ground support equipment, and safely perform functions such as fueling and de-icing from elevated heights.
Ability to analyze and evaluate information and make informed decisions in a fast-paced environment.
Ability to work well with others and collaborate effectively with team members and guests.
Ability to handle multiple tasks simultaneously while maintaining attention to detail.
Ability to use a computer and email, pass computer-based training modules, and learn company software.
Ability to complete Signature’s training programs successfully and on time.
Ability to work a flexible schedule that includes evenings, weekends, and holidays, and work outdoors near active aircraft and equipment.

Responsibilities

Monitor Airside Experience Specialists’ and/or Associates’ performance for technical accuracy, demeanor, and compliance with company policies and procedures; correct performance as needed and alert management to ongoing concerns.
Coordinate and assign duties and provide shift supervision to qualified Airside Experience Specialists and/or Associates.
Provide on-the-job training and assistance to team members.
Serve as a resource for guest service matters and an escalation point for guest inquiries.
Work with the team to conduct airside operations safely and efficiently in accordance with policies and standard operating procedures, communicating accurately through various methods.
Collaborate with team members, guests, clients, vendors, and aircraft crewmembers to meet service needs.
Perform and support airside services, including cargo operations, fueling, de-icing, lavatory, ground power and potable water services, parking, marshalling, wing walking, catering delivery, and towing.
Prepare for arriving and departing aircraft, identify and perform open job tasks, and promptly raise observed safety concerns.
Operate and drive ground service equipment, including fuel trucks, de-icing trucks, ground power units, tugs, stair trucks, and freight-handling equipment.
Load and unload luggage and cargo to and from aircraft, the private aviation terminal, guest vehicles, and other transportation modes.
Provide professional, friendly guest service and maintain a positive, helpful attitude.
Transport guests, luggage, and cargo safely and courteously in shuttle vehicles.
Maintain safe, clean, and secure ramps and operations.
Handle fuel quality control, fuel receipt, inventory, and related documentation accurately.
Understand, comply with, and enforce operational, safety, and guest-service requirements.
Stop work when an unsafe condition or act could cause harm to people, the environment, company assets, or reputation; report concerns and cooperate in addressing them.
Follow emergency response procedures when critical events occur.
Understand, comply with, and enforce physical, cyber, and data security protocols required by Signature Aviation and the airport.
Create accurate records of time worked and activities and services performed.