Line Service Manager - B Shift

US Airports Flight Support LLC•Town of Gates, NY

1d•Onsite

About The Position

USAirports is a family-owned, full service FBO that operates 24/7/365 and serves the general aviation community as a fixed base operator in a state-of-the-art facility on the south side of the Frederick Douglass - Greater Rochester International Airport. USAirports provides a full range of amenities and support services such as fueling, hangaring, aircraft maintenance, tie-down, and ramp parking to the personal and corporate tenants of the airport as well as transient aircraft. The Line Service Manager is responsible for B-Shift management of Fixed Base Operator (FBO) line service staff and daily functions. Duties include delivering exceptional customer service to airlines, general aviation tenants, users, and the traveling public at Frederick Douglass – Greater Rochester International Airport. The shift manager will oversee daily commercial and general aviation duties to include, but not limited to, fueling operations, deicing operations, inspections, quality control, and safety checks of all FBO equipment. Perform administrative duties assisting upper management in ensuring the success of a fully operational and trained staff.

Requirements

Minimum 18 years of age.
Required documentation: valid Driver’s License, birth certificate and/or passport.
Able to pass a 10-year background check, receive and maintain an airport security badge.
Able to acquire customs seal through US Customs and Border Patrol.
Excellent dependability, communication, and professionalism required.
Ability to work flexible hours and shifts, including holidays and weekends.

Nice To Haves

Experience in airline, hospitality/resort, personal customer service industries and/or military service a plus but not necessary.

Responsibilities

Oversee and assist with arriving aircraft; guide, tow, and secure aircraft in appropriate parking area; greet aircraft crew and passengers with courtesy and professionalism; fuel and service aircraft (transient, tenant and airline); de-ice aircraft; cargo handling; monitor ramp and hangar to ensure order and cleanliness; provide personal service as requested (baggage, transportation, errands, etc.).
Implement and maintain operational procedures necessary for FBO operations.
Recommend operational improvements and modifications when necessary.
Mentor line service staff to ensure they are motivated, well informed, disciplined, coordinated, and are always providing the highest level of customer service with concern for safety and security.
Ensure timely, effective, and comprehensive communication both internally and externally on all matters to the arrival and departure of aircraft.
Maintain effective communication with staff, CSR’s, upper management, and other departments.
Ensure all areas of FBO operations remain safe and in compliance with all local, state, and federal regulations, and enforce security and safety procedures in the FBO and on the ramp.
Assist with staff training plans and related record keeping.
Investigate and determine root cause and corrective actions to service delays, fuelings, and accidents/incidents.
Ensure safety and efficiency, and audits departmental procedures and practices ensuring all documentation is kept up to date.
Address customer questions and complaints in a responsive and respectful manner.
Record and report to the Operations Manager regarding incidents related to safety in the workplace having taken immediate action and conducted a preliminary investigation.
Maintain close contact with FBO customers to ensure that the service provided meets or exceeds the requirements of the customer.
Ensure line service staff are in uniform, display a kept appearance, and monitor for behavioral issues.
Management and coordination of line service staff schedules, monitoring and approving overtime, and attendance.
Participate in the recruitment of new employees, conduct interviews, and onboard new hires in conjunction with HR and the Operations Manager.
Evaluate and document performance, provide feedback to employees, address disciplinary actions, and terminate employees with guidance from HR and Operations Manager.
Participate in safety committee meetings.
Perform other duties as assigned by management.