General Manager I - IAD

Signature Aviation•Dulles, VA

5d•Onsite

About The Position

The General Manager oversees all aspects of the private aviation terminal (PAT), focusing on operational excellence and exceptional guest experiences. The role serves as a culture champion and role model for Signature’s values: Be One Team, Deliver Safety and Excellence, Shape the Future, and Lead with Trust. The General Manager leads terminal operations across ramp operations, guest services, staffing, facilities, equipment, maintenance, safety, and financial performance. The position requires onsite work and flexibility to work nights, holidays, and weekends. The General Manager works in indoor and outdoor environments near active aircraft and ground service equipment, including in varying weather conditions. Travel to company training or other collaborative events is less than 10% of the time.

Requirements

Bachelor’s degree from a four-year college or university, five years of related experience and/or training, or an equivalent combination of education and experience.
One to two years of experience managing a team.
At least 18 years of age.
Ability to 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.
Excellent vision and coordination to move and/or direct aircraft and visually inspect aircraft fuel.
Ability to pass a color vision test for aircraft fuel inspection.
Legally authorized to work in the jurisdiction of employment.
Valid state driver’s license.
Leadership skills, including assigning tasks, providing performance feedback, administering corrective action, and motivating others.
Excellent guest service skills and an energetic, outgoing, guest-focused approach; ability to anticipate guest needs, prioritize requests, multitask in a fast-paced environment, and maintain professionalism and confidentiality.
Ability to read and comprehend safety rules, operating instructions, and procedure manuals in English; clearly communicate in English in person, by telephone, radio, and in writing; and write routine reports, personnel documents, and correspondence.
Basic knowledge of operating budgets and P&L, including how margin, revenue, and cost affect the business; ability to make responsible process changes to maximize financial performance.
Ability to calculate figures and amounts including discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to use telephone, fax, two-way radio, email, or text messaging to contact guests, crew, team members, or emergency personnel; speak effectively before groups; present information; and respond to inquiries.
Ability to physically enter and exit and operate motor vehicles and ground support equipment, such as fuel trucks, vans, tugs, freight handling equipment, and cars.
Critical thinking and reasoning skills to solve practical problems and interpret written, oral, diagram, or schedule-based instructions in situations with limited standardization.
Ability to work well with others and collaborate effectively with team members while serving guests.
Ability to handle multiple tasks simultaneously while maintaining attention to detail and concentration in a busy setting.
Computer skills, including completing computer-based training, proficiency in Microsoft Office (Word, Excel, PowerPoint, and Outlook), and ability to learn company software.
Excellent time and project management and organizational skills; ability to complete Signature’s training programs successfully and on time.

Nice To Haves

Training and approval to perform operational certifications such as towing or deicing, as required by base-specific operations; ability to become approved is required, and external candidates with experience in these areas will also be considered.
Experience with conflict resolution in a hospitality environment.

Responsibilities

Oversee all business functions of the PAT, including service delivery, equipment and maintenance, facility conditions, and staffing.
Understand the market and growth opportunities; develop relationships with guests, airport authorities, and associated industries to identify and promote improved or expanded services.
Analyze competitors’ selling points, offerings, and pricing, coordinating with Revenue Management to remain locally competitive.
Plan, direct, and coordinate the sale and provision of general aviation support services, including fuel ordering and hangar or office rental.
Manage the location’s P&L and finances, including capital expenditures, forecasting, budgeting, audit performance, and expense management.
Deliver key performance metrics, including guest experience, safety, and labor efficiency, in alignment with organizational goals.
Serve as the company liaison with the airport community.
Ensure compliance with company, local, state, federal, and airport rules, regulations, and policies; manage requested regulatory compliance, audits, and reporting.
Understand, comply with, and enforce operational, fuel quality control, safety, and guest service requirements.
Stop work when continuing an unsafe act or condition could harm people, the environment, company or guest assets, or the company’s reputation.
Follow emergency response procedures during critical events.
Comply with and enforce company and airport physical, cyber, and data security protocols.
Lead safe and efficient base operations under established policies and SOPs, ensuring accurate communication to complete operational tasks.
Promote a safety culture through observations, shift briefings, audits, safety reporting, monthly meetings, training, and documented procedures; establish procedures for aircraft accidents, fires, and other emergencies.
Investigate accidents to determine root causes and complete related reporting.
Maintain staffing levels appropriate to daily, weekly, and monthly volumes.
Manage subordinate leaders and team members, including scheduling, assigning duties, conducting meetings, and managing special events.
Identify, develop, and promote internal talent for leadership roles across the organization.
Oversee in-person work in ramp operations, guest services, ground service equipment repair and maintenance, and, at some locations, aircraft activities.
Ensure team member training and development to improve performance and maximize potential.
Partner with the training team to assess training effectiveness, evaluate performance, and maintain completed training records.
Manage team member performance, conduct performance conversations and reviews, address deficiencies, and administer corrective action as needed.
Interview, hire, onboard, train, and manage team members, supporting their engagement and development.
Maintain accurate records of team members’ time, activities, and services; oversee payroll and payroll compliance.
Serve as a resource for guest service matters and an escalation point for guest concerns.
Ensure team members prepare proactively for arriving and departing aircraft and support ramp operations to meet the needs of guests, clients, vendors, and aircraft crew.
Conduct a monthly Quality Based Visit (QBV) at the location and ensure Assistant General Manager(s) and/or Operations Manager(s) participate.
Travel to company training or collaborative events less than 10% of the time.