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, guest services, team performance, financial management, safety, and regulatory compliance to ensure the PAT runs smoothly. The position is onsite and requires flexibility to work nights, holidays, and weekends. The work takes place indoors and outdoors, near active aircraft and ground service equipment, and in varying weather conditions. Travel to company training or 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 fuel inspection.
Legally authorized to work in the jurisdiction of employment.
Valid state driver’s license.
Ability to assign tasks, provide performance feedback, administer corrective action, and motivate others.
Excellent guest-service skills and an energetic, outgoing, guest-focused approach; ability to anticipate guest needs, multitask in a fast-paced environment, and maintain professionalism and confidentiality.
Ability to read and comprehend safety rules, operating instructions, and procedure manuals; communicate in English in person, by telephone, radio, and in writing; and write routine reports, personnel documents, and correspondence.
Basic understanding of operating budgets and P&L, including how margin, revenue, and costs affect the business; ability to make process changes to improve financial performance.
Ability to perform calculations involving discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to communicate using telephone, fax, two-way radio, email, or text; speak effectively before groups and present information and respond to inquiries.
Ability to physically enter, exit, and operate motor vehicles and ground support equipment, including fuel trucks, vans, tugs, freight-handling equipment, and cars.
Ability to solve practical problems in situations with limited standardization and interpret written, oral, diagrammatic, or scheduled instructions.
Ability to work well with others and collaborate effectively with team members while serving guests.
Ability to handle multiple tasks while maintaining attention to detail and concentration in a busy setting.
Ability to use a computer, complete computer-based training, use Microsoft Word, Excel, PowerPoint, and Outlook, and learn company software.
Strong 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 required by base-specific operations, such as towing and deicing. Ability to become approved is required; external candidates with experience in these areas will also be considered.
Experience with conflict resolution in a hospitality environment.

Responsibilities

Oversee all PAT business functions, including service delivery, equipment and maintenance, facility condition, and staffing.
Understand the market and identify growth opportunities; build relationships with guests, airport authorities, and related industry representatives to evaluate and promote services.
Analyze competitors’ selling points, offerings, and pricing, and coordinate with Revenue Management to remain locally competitive.
Plan and coordinate the sale and provision of general aviation support services, such as fuel ordering and hangar or office rentals.
Manage the location’s P&L and finances, including capital expenditures, forecasting, budgeting, audits, and expenses.
Manage performance against key metrics, including guest experience, safety, and labor efficiency.
Represent the company in airport-community matters and ensure compliance with company, airport, and local, state, and federal rules and policies.
Manage regulatory compliance, audits, and reporting for airport or government parties when requested.
Comply with and enforce operational, fuel-quality, safety, guest-service, and physical, cyber, and data security 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 and formulate procedures for aircraft accidents, fires, and other emergencies.
Lead safe and efficient base operations in accordance with policies and SOPs, ensuring accurate communication to complete operational tasks.
Promote a safety culture through observations, shift briefings, audits, safety-reporting systems, monthly meetings, training, and documented procedures.
Investigate accidents to identify root causes and complete required incident reporting.
Maintain appropriate staffing levels based on operating volumes; manage and direct subordinate leaders and team members, including scheduling, assigning duties, meetings, and special events.
Identify, develop, and promote internal talent for leadership roles.
Oversee in-person work in ramp operations, guest services, ground-service-equipment repair and maintenance, and aircraft work at some locations.
Ensure team training and development; partner with the training team to assess effectiveness, evaluate performance, and maintain 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 time worked, activities, and services; oversee payroll and compliance.
Serve as a resource for guest-service matters and an escalation point for guest concerns.
Ensure teams prepare proactively for arriving and departing aircraft and support ramp operations as needed to meet service needs.
Conduct a monthly Quality Based Visit (QBV) 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.