Duty Manager

TREGO DUGAN AVIATION OF GRAND ISLAND INC•Windsor Locks, CT

10d•$60,000 - $65,000•Onsite

About The Position

The Duty Manager (Ramp and Passenger) Services role involves directing personnel in areas such as ramp and passenger services, overseeing staffing, monitoring discipline, ensuring customer satisfaction through daily feedback, and acting as a liaison between first-level supervisors and upper management. This position proactively monitors employee work to ensure customer satisfaction, safety, security, quality, and employee relations meet or exceed standards. The Duty Manager is responsible for maintaining operational aspects in accordance with the corporate security program and TSA legislation, conducting required company audits for continuity and compliance, and ensuring staff are issued and display company IDs. The role also requires administering practices fairly and equitably, treating all individuals with respect.

Requirements

Ability to read, analyze, and interpret Trego-Dugan Employee Handbook, general business periodicals, professional journals, technical procedures, or governmental regulations, airline policy and procedures manuals.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups or managers, clients, and customers.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to lift 70 lbs.
Ability to operate equipment and hold necessary licensing (if applicable).
Ability to perform specific responsibilities related to your shift.
Reports to work on a regular and timely basis.
Two to five years previous management/specialist supervisory experience in field service duties.
Independent judgment and decision making skills required.
Excellent interpersonal skills, written and oral communication skills.
Familiarity with personal computer software helpful.
Airline pricing experience.
College degree or equivalent experience.
Ability to read, write, fluently speak and understand the English language.
Must be able to carry 70-pound suitcase from the floor to 18 inches and carry 70-pound suitcase in front of you with both hands for a distance of up to 25 feet.
Must have physical dexterity sufficient to perform repetitive tasks and motions, including bending at the waist and knees, squatting, kneeling, crawling, twisting and sustaining those positions for extended amounts of time.
Must have sufficient vision and ability to safely perform the essential functions of the position.
Requires a 1-year of experience in the aviation industry.
At least 6 months of the experience must be equivalent to an Airline Service Agent to include Ticketing and/or Ramp Services support.
Thorough working knowledge of the types of aircraft used at the station.
Thorough working knowledge of current FAA/TSA security directives & the procedures affecting Ramp Services as well as Customer Service procedures for passenger processing and baggage transfers.
Must possess a valid Driver’s License.
Must have a strong working knowledge of the Microsoft suite and proficient with computer.
Must successfully pass a background investigation with a fingerprint-based criminal records check in accordance with Title 14, Code of Federal Regulations, Part 1542, and Airport Security, as required by the Transportation Security Administration.
Must pass periodic random drug testing as required in 49 Code of Federal Regulations Part 40 for safety-sensitive employees.
Must be able to work a variety of assigned shifts including evenings and weekends.
Subject to emergency call-in.

Nice To Haves

Must receive initial/advanced Customer Service and Ramp Services training required by the individual airlines within probationary period.
Must obtain and maintain a current Complaint Resolution Official (CRO) certificate when required by individual airlines companies.
Must obtain and maintain a Ground Security Coordinator certificate with certification for aircraft over 61 seats within the probationary period.

Responsibilities

Plans, organizes, directs, and participates in the Ramp/Ground and/or Customer Service operations for both contracted commercial flights and charter aircraft.
Directs and trains assigned Ground Operations Agents and or Customer Service Agents, including new employee training and on-going in-service training.
Implements departmental policy as directed for Ramp/Ground and Customer Service operations.
Coordinates Ground Operation/Ramp and Customer Service activities with air carrier personnel, station managers, and representatives of the Transportation Security Administration (TSA) as required for assigned shift.
Participates in the operation and training of various types of ground equipment, ensuring ground equipment is maintained in good working order at all times.
Ensures compliance with current Federal Aviation Administration (FAA) and TSA security regulations, airline corporate rules and regulations, directives and procedures.
Maintains emergency checklists and supplies.
Prepares and submits verbal and written reports related to ground service activities and Ground Operation Agents and Customer Service Agents as required.
Handles other business-related responsibilities involving billing, correcting/updating payment data, collecting payments, cash handling, ordering supplies and other similar duties.
Must be available to work various shifts including swing and graveyard shifts plus weekends and holidays.