Operations Assistant Manager: Orlando Int'l Airport
About The Position
The Assistant Operations Manager for the VIP Hospitality LLC team at Orlando International Airport helps lead a 100+ member customer service team in a busy, 24/7 airport environment. This salaried, full-time role supports day-to-day operations, promotes exceptional passenger experiences, and partners closely with the Greater Orlando Aviation Authority (GOAA) to help create a safe, welcoming airport environment. The position coaches and develops front-line teams, responds to operational issues in real time, and upholds high standards of hospitality, safety, and professionalism. It also supports staffing and scheduling, employee relations, airport compliance, training, service-quality monitoring, stakeholder coordination, and operational documentation. The role requires flexibility to address time-sensitive issues outside standard operating hours, including nights, weekends, and holidays as needed.
Requirements
- At least 5 years of managerial or supervisory experience in a customer service or hospitality setting.
- At least 5 years of experience working in airport operations and/or customer service operations.
- Experience leading or supporting large frontline teams in a fast-paced, high-volume environment.
- Strong team-development skills, including coaching, feedback, and performance support.
- Ability to build positive client and employee relations and resolve issues professionally.
- Strong customer-service and hospitality orientation, with a commitment to creating a welcoming passenger experience.
- Ability to address urgent, time-sensitive issues outside standard operating hours, including nights, weekends, and holidays as needed.
- Ability to stand and/or walk for more than 10 hours per day and move throughout large terminal areas.
- Strong verbal and written English communication skills.
- Ability to remain calm, empathetic, and solution-focused during stressful situations, operational disruptions, and customer escalations.
- Basic proficiency with standard office and communication tools, such as email, scheduling systems, and Microsoft Office.
- High school diploma or equivalent.
- Eligibility to work at an airport facility, including passing required background checks and drug tests and obtaining required airport badges and clearances.
- Live within 60 minutes of MCO.
Nice To Haves
- Additional education in hospitality, business, or a related field.
Responsibilities
- Assist in leading, scheduling, and overseeing a 100+ person customer service team in a 24/7 airport operation.
- Work on and implement employee relations projects focused on morale, team building, and retention.
- Support daily operational performance, staffing, and coverage across shifts, including peak and irregular operations.
- Coach, mentor, and provide performance feedback to team leaders and front-line ambassadors.
- Model and reinforce hospitality, professionalism, and service excellence in passenger interactions.
- Respond on the floor to service concerns, operational disruptions, and urgent issues in real time.
- Collaborate with GOAA on periodic safety initiatives, drills, and compliance efforts.
- Ensure team members follow airport security, safety, and operational protocols, including GOAA and company policies.
- Assist with training new employees on customer service standards, safety procedures, and airport-specific protocols.
- Monitor team performance and service quality, identify trends, and recommend process improvements.
- Build and maintain working relationships with airport stakeholders, clients, and partner organizations.
- Support employee relations, including conflict resolution, recognition, corrective action, and maintaining a positive, inclusive work environment.
- Prepare and review shift reports, incident logs, and other operational, safety, and customer-service documentation.
- Assist in planning and executing staffing plans for holidays, special events, irregular operations, and seasonal traffic changes.
- Communicate with team members across shifts and share critical information in a timely manner.
- Participate in operational meetings with management and client partners to review performance metrics, challenges, and action plans.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
