Hospitality General Manager - Airport Butler

Alliance Ground International • Miami, FL

1d

About The Position

Alliance Ground International (AGI) is seeking a motivated, results-driven General Manager to oversee a premier customer service operation providing concierge services to airline passengers. The operation serves a diverse clientele, including executives, families, and VIPs. The role is responsible for ensuring exceptional customer experiences, managing operational functions, and driving business growth through strategic planning and innovative solutions. The General Manager collaborates with cross-functional teams and company executives to uphold organizational standards and deliver high-quality services.

Requirements

• High school diploma or GED.
• At least 3 years of experience in customer service management, call centers, or related fields.
• Strong leadership and team management skills, including the ability to inspire and motivate staff.
• Excellent written and verbal communication skills, with a focus on diplomacy and professionalism.
• Proficiency in web-based software applications such as SharePoint and the MS Office Suite.
• Exceptional organizational skills and the ability to multitask in a fast-paced environment.
• Knowledge of customer service best practices and a passion for delivering exceptional client experiences.
• Flexibility to work irregular shifts, holidays, and weekends as needed.

Nice To Haves

• Bachelor’s degree.
• Multilingual capabilities.
• Experience in VIP or high-end service environments.
• Strong analytical and problem-solving abilities.
• Cultural awareness and sensitivity to diverse customer needs.

Responsibilities

• Oversee daily operations and the execution of scheduled services.
• Identify, develop, and implement new revenue opportunities within the location.
• Lead recruitment, hiring, and training for all team members.
• Foster a positive and motivating work environment by coaching and mentoring the team.
• Monitor and evaluate employee performance, addressing areas for improvement through constructive feedback.
• Ensure seamless communication with stakeholders, passengers, clients, and prospective clients.
• Promote and deliver exceptional customer service to clients.
• Resolve customer and team conflicts effectively while maintaining professionalism and confidentiality.
• Handle escalated customer complaints, conduct investigations, and implement corrective actions.
• Participate in weekly operational reviews with leadership to align with organizational goals.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED