Duty Manager - Frontier Airlines Passenger Service

Menzies Aviation Careers•Denver, CO

6d•Onsite

About The Position

The Passenger Service Duty Manager oversees customer service operations during their assigned shift and is accountable for safety, resource management, operating standards, policy implementation, client relations, and the shift’s financial performance. The role requires adherence to Menzies Aviation uniform guidelines and codes of conduct. The Duty Manager works with customer representatives, internal and external customers, agencies, and company management; supports the development of business units; and handles employee-related matters. The role also includes mentoring employees, attending required training, and providing training in accordance with Company and Airline standards. Work is primarily indoors, with some outdoor work and work near terminal doors exposed to harsh weather. The role involves communicating with disgruntled customers while maintaining a positive attitude. Reasonable accommodations may be made for individuals with disabilities.

Requirements

Must be at least 18 years of age.
Must pass a pre-employment drug screen.
Must have a current, valid US driver’s license.
Must be able to proficiently read, write, and speak English.
Excellent communication skills.
Positive, upbeat, can-do personality and ability to remain calm under pressure.
Strong time-management skills and ability to work with minimal supervision.
Must be available and flexible to work variable shifts, including weekends and holidays.
Management experience in the airport ground-handling business.
Advanced computer skills.
Previous management experience and a demonstrable track record of passenger-services success.
Proven track record managing a business unit.
3–5 years of aviation-industry experience with sound knowledge of passenger operations and procedures.
Organizing and planning skills, with the ability and initiative to respond effectively and quickly to unexpected circumstances.
Ability to learn quickly.
Ability to understand and carry out oral and written instructions and request clarification when needed.
Strong interpersonal skills and ability to work as part of a team and build relationships.
Must pass an FBI background check and obtain a US Customs seal.
Able to stand for long periods at ticket counters and gate check-in areas.
Able to lift passenger bags weighing up to 70 pounds.

Responsibilities

Be accountable to the Passenger Service Manager for health and safety issues and the operational and financial performance of the shift.
Plan resource allocation across business units for the shift.
Maintain routine liaison with customer representatives.
Liaise with internal and external customers and agencies.
Produce routine reports.
Support business-unit development through accurate and timely project work.
Ensure compliance with internal and external operational and administrative requirements.
Mentor other employees.
Attend mandatory Company and Airline training required for the role.
Train employees in accordance with Company and Airline standards.
Complete investigations and report compliance to the Senior Management Team.
Handle employee-related issues, focusing on performance, professional conduct, and attendance reliability.
Perform other duties as assigned.