Airside Experience Leader - MAF

Signature Aviation•Midland, TX

About The Position

The Airside Experience Leader guides and supports the Airside Experience team to ensure aircraft, crew, cargo, and guest services are delivered safely, precisely, and with exceptional care. This hands-on, hospitality-focused leadership role oversees airside operations, coordinates and supervises team members, provides on-the-job training, and serves as an escalation point for guest concerns and inquiries. The leader promotes operational excellence, adherence to company policies and standard operating procedures, and a high standard of guest service. The role also participates in airside operations, including preparing for aircraft arrivals and departures, operating ground service equipment, handling cargo, supporting aircraft services, and maintaining safe, clean, and secure ramps. Work takes place in outdoor environments near active aircraft and equipment. A flexible schedule that includes evenings, weekends, and holidays is required.

Requirements

High school diploma or 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 to perform specialty responsibilities, such as aircraft oil and oxygen service, and other certifications required by base operations, such as towing or de-icing.
Must be at least 18 years old.
Must pass company criminal and motor vehicle background checks and drug tests, meet airport background check requirements to obtain and maintain an airport security badge, and be insurable under 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; must pass a color vision test for aviation fuel inspection.
Valid state driver’s license; a commercial driver’s license may be required in some locations based on local regulations and business needs.
Ability to exercise good judgment and follow supervisor and management directions.
Excellent guest service skills, an energetic and outgoing guest-focused manner, ability to anticipate and act on guest needs, and ability to prioritize and multitask in a fast-paced environment while maintaining professionalism and confidentiality.
Ability to assign tasks, provide feedback to improve performance, and motivate others.
Ability to read and understand safety rules, operating instructions, and procedure manuals in English; communicate clearly in English in person, by telephone, radio, and in writing; and write routine reports and correspondence.
Ability to perform simple arithmetic, including calculations involving percentages, fractions, angles, degrees, and time.
Ability to use telephone, fax, two-way radio, email, and text messaging; speak effectively to groups; present information; and respond to inquiries.
Ability to enter, exit, and operate motor vehicles and ground support equipment, and safely and efficiently perform tasks such as fueling and de-icing from elevated heights.
Ability to analyze and evaluate information and make informed decisions in a fast-paced environment.
Strong interpersonal skills and ability to collaborate effectively with team members and serve guests.
Ability to handle multiple tasks simultaneously while maintaining attention to detail.
Ability to use a computer and email, complete computer-based training modules, and learn company software.
Ability to successfully and promptly complete Signature’s training programs.
Ability to work a flexible schedule, including evenings, weekends, and holidays, and in outdoor environments 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 Airside Experience Specialists and/or Associates.
Serve as a resource for guest service matters and an escalation point for guest inquiries.
Work with the team to conduct safe and efficient airside operations in accordance with policies and standard operating procedures, using appropriate communication methods.
Collaborate with team members, guests, clients, vendors, and aircraft crewmembers to meet service needs, 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 with stakeholders.
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 other 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.
Drive shuttle vehicles to transport guests, luggage, and cargo safely and courteously.
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 act or condition could cause harm to people, the environment, company assets, or the company’s 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.