Manager, Station Support

Allegiant•Las Vegas, NV

About The Position

The Manager, Station Support directs and coordinates cross-utilized Customer Service and Ground Operations agents. The role assigns employees to job functions based on operational needs and seniority, covers supervisory absences and vacations when needed, and may discipline employees under supervisory direction for company-rule violations. The position leads and motivates team members, helps foster a positive work environment, coordinates required training, and completes reports and assignments requested by leadership. The role also performs customer service and airport ground operations duties. These include processing tickets, checking baggage, monitoring carry-on items, assigning seats, providing flight and boarding information, handling denied boarding and itinerary changes, issuing appropriate vouchers, supporting customers with special needs, resolving complaints, and offering ancillary services. Baggage responsibilities include loading and unloading baggage and co-mail; addressing delayed, lost, damaged, or misloaded bags; tracking lost articles and loaner equipment; and helping customers with baggage policies and claims. Ground operations duties include marshaling aircraft, performing pushbacks and tows, operating heavy motorized equipment, and enforcing safety and security measures. The role must follow FAA, Allegiant Air, and airport regulations and report hazards or incidents. It also requires at least one hour per scheduled shift assisting Customer Care with incoming passenger calls and supporting Station Lead calls as needed. Additional tasks may be assigned once the relevant training and qualifications are completed. The position requires flexible availability, including nights, weekends, holidays, and irregular operations. The work may involve airport and office environments, physical exertion, exposure to weather and noise, and work in confined spaces. Team members must report to their assigned work location during declared national and state emergencies unless prohibited by an applicable order. Trainees remain in trainee status until they successfully complete all required practical and written curricula.

Requirements

High school diploma or GED required.
At least one year of customer service experience.
Must be authorized to work in the United States as defined by the Immigration Act of 1986.
Must pass a criminal background check.
Must be at least 18 years old.
Effective verbal and written communication skills; must be able to read, write, and speak English to follow instructions and interact with customers.
Ability to work efficiently under time constraints.
Willingness and availability to work flexible hours, including nights, weekends, holidays, long hours during irregular operations, and various shifts in a 24-hour situation.
Well-groomed and able to adhere to the dress code policy.
Able to attend and successfully complete required training; trainee status continues until all required practical and written curricula are completed successfully.
Strong computer skills and ability to use general office equipment; ability to use Microsoft Outlook, Excel, and Word.
Ability to type accurately at 30 words per minute.
Ability to work in extreme weather conditions.
People-oriented, highly motivated, and positive and friendly in demeanor.
Ability to perform the physical and environmental requirements described for airport-agent and office duties, including lifting or carrying up to 100 pounds and pushing or pulling up to 300 pounds for airport-agent duties, and lifting, pushing, pulling, or carrying up to 20 pounds for office duties.
Ability to stand, sit, talk, hear, see, reach, stoop, kneel, climb, and use hands and fingers to operate equipment as applicable to the assigned duties.
Ability to work in confined areas, including crawling in and out of small spaces for extended periods, and to wear personal protective gear.
Regular attendance is required.
Some travel may be required.

Nice To Haves

Knowledge of Allegiant Customer Service and Ground Operations procedures.
Basic computer skills and general knowledge of office equipment.
People-oriented, highly motivated, and positive and friendly attitude.

Responsibilities

Direct and coordinate cross-utilized Customer Service and Ground Operations agents.
Assign employees to job functions based on operational needs and seniority.
Cover supervisory absences and vacations when needed; may discipline employees under supervisory direction for violations of company rules.
Lead by example, motivate team members, and foster a positive work environment.
Coordinate and ensure completion of new-hire, recurrent, supplemental, and local training.
Complete ad hoc assignments and required reports requested by leadership.
Process tickets, check baggage, monitor carry-on items, and assign seats.
Provide accurate information about flight schedules, boarding procedures, and seating arrangements.
Handle denied boarding situations, solicit volunteers, and re-accommodate customers.
Issue hotel, meal, and taxi vouchers when appropriate.
Assist customers with special needs, including boarding assistance; resolve complaints and support customer satisfaction.
Assist with itinerary changes, cancellations, and rebookings for air travel, hotels, and ancillary services.
Offer ancillary options to maximize revenue, including seats, bags, auto, and hotel services.
Maintain customer service standards, including the stated 90% QA target, with a friendly and genuine demeanor.
Load and unload baggage and co-mail of various weights and dimensions; meet arriving flights at baggage carousels and ensure proper baggage handling.
Monitor carousels for unclaimed baggage and store items in the Baggage Service Office.
Handle delayed, lost, damaged, or misloaded baggage issues; follow up with customers and arrange consequential expenses and delivery of late-arriving or misloaded bags.
Track and trace lost articles, loaner wheelchairs, car seats, and strollers; assist with lost and found and explain baggage policies and claims procedures.
Marshal aircraft and perform pushbacks and tows.
Operate heavy motorized equipment, including tugs, tractors, belt loaders, bag carts, push-back tractors, and deicers.
Enforce safety and security measures, monitor sensitive safety zones, comply with FAA, Allegiant Air, and airport regulations, and report hazards and incidents to supervisors.
Follow company safety rules, including dangerous goods handling and awareness.
Assist Customer Care with incoming passenger calls for at least one hour per scheduled shift and support the Lead Line with Station Lead calls when call volume dictates.
Perform additional duties, such as commissary, cleaners, or GSC tasks, when business needs arise and required training and qualifications have been completed.
Report to the assigned trip or work location during declared national and state emergencies unless prohibited by local, state, or federal order.