Terminal Operations Manager

Gerald R Ford International Airport Authority•Grand Rapids, MI

1d•Onsite

About The Position

The Terminal Operations Manager is responsible for the overall daily operations of the terminal, concourses, ground transportation, airport roadways, air carrier apron, and the future Federal Inspection Services (FIS) area. The position manages and brings solutions to issues involving passenger flow and customer service, certain airport infrastructure and facility issues, concessions, airline operations, VIP program, and optimizes the overall guest experience at Gerald R. Ford International Airport. The successful candidate will be part of a high-performing team that prides itself on exceptional leadership, communication, attention to detail, guest service, and customer service.

Requirements

Knowledge of GFIAA ordinances, rules and regulations, directives, and standard operating procedures.
Ability to interact positively and effectively with elected officials, Authority leadership, managers, local, state, and federal agency representatives, contractors, tenants, media representatives, dignitaries, both foreign and domestic, passengers, and members of the public from widely diverse cultural and socio-economic backgrounds.
Thorough working knowledge of the practices and principles of airport administration, operations, and security.
Experience in de-escalating customer-facing situations.
Working knowledge of the Microsoft Office suite
Good managerial and supervisory skills.
Ability to establish and maintain professional and effective working relationships with the Authority and other airport employees, representatives of other agencies and the public.
Bachelor’s degree from an accredited institution in Aviation Management, Aviation Science, Business Administration, Public Administration, Hospitality, Communications, Transportation, Political Science, Operations Management or a related field
Three (3) years of relevant work experience, including supervisory experience in customer/passenger service in airport operations, administration or hospitality management; or an equivalent combination of education, training, and experience.
Training with stakeholders is required.
Irregular Operations or high passenger traffic may require candidate to return to work to assist passengers or work abnormal hours to facilitate the guest experience.
Candidate must be able to pass required FBI fingerprint-based criminal history record check in addition to pre-hire and random drug and alcohol screenings.
The incumbent must carry a company paid cell phone in order to respond to and coordinate emergency situations and is on-call 24 hours per day to respond to airport emergencies.
Must possess and maintain a valid Michigan motor vehicle operator’s permit.
Obtain NIMS courses 100, 200, 700, 800 within 6 months of hire.

Nice To Haves

Multilingual strongly preferred.
CM or A.A.E. preferred

Responsibilities

Monitors compliance with airport and federal regulations to ensure the safety and security of the traveling public and airport employees.
Ensures airport amenities, service, and service providers are meeting, including but not limited to operating hours and meeting contractual obligations.
Works closely with the Operations Director, airport staff, and tenants in meeting established goals and customer experience standards, ensuring airport amenities, service, and service providers are serving the needs of the diverse traveling public utilizing airport facilities.
Manages Customer Experience initiatives and assist with facilitating outreach programs and meetings.
Provides backup to Airport Security Coordinator (ASC) with the ability to act as the primary ASC in the event of their absence.
Oversees the badging department and all operations within the department.
Coordinates airline terminal operations, including irregular passenger operations at the airline ticket counters, gate areas, customer service counters, airline lounges, wheelchair operations, baggage claim, and baggage make-up units. This includes stakeholders like TSA, FAA, Concessions, etc.
Works with both Commercial Development and Information Technology to report any violation of standards with concessions and common areas or issues with the FIDS, BIDS, RIDS and GIDS.
Manages the daily operation of the Airport Parking/Ground Transportation Unit, which consists of public parking, the airport shuttle bus program, all public ground transportation programs, the airport taxicab and rideshare program, and the employee and other non-revenue parking programs.
Assists the Operations Director in planning strategic initiatives for a customer VIP program.
Ensures orderly flow of vehicles on the airport roadways in partnership with Law Enforcement.
Collaborates with the Operations Director in management oversight and selection of the janitorial company for the airport.
Works with Incident Command in managing, coordinating, and resolving airport emergencies, security issues, and unusual situations within the terminal.
Enforces tenant lease agreements, operating agreements, airport rules and regulations, and standard operating procedures in partnership with the Commercial Development Department.
Oversees the audits and inspections of the passenger experience elements such as TSA queue oversight, cleanliness, ground transportation status, etc. In addition, the facility's condition includes heating and cooling, lighting, music, custodial appearance, and conveyances.
Manages the Terminal Operations Department and the staff that is assigned to this department.
Serves as the terminal tours, escort assistance, and liaison to all GFIAA departments.
Participates and report on GRR’s Airport Service Quality (ASQ) scores and guest experience initiatives program.
Grants permissions for terminal event space and emergency space use for other departments that impact operations.
Other duties and terminal operations programs as assigned.