Concierge Representative - PT SeasonalLocationAviationWork StatusPart TimeTHIS POSITION WILL BE OPEN UNTIL FILLED.SALARY: $20.00 - 20.00 Hourly USDJOB SUMMARY:Under general supervision of the FBO General Manager, the supervisor manages customer service operations to ensure the provision of high standard customer service and assistance to pilots,passengers, and other customers of the FBO. This position is responsible for training and scheduling Customer ServiceRepresentatives who are the primaryresponders, assisting FBO customers with inquiries and problemsin person and by telephone pertainingto current fuel prices, ground transportation availability, catering, air charters,local lodging, rates, and fees for services offered, and general areainformation.ESSENTIAL JOB FUNCTIONS:Supervise Customer Service employees including but not limited to:
- Responsible for scheduling
- Hiring
- Training
- DisciplinePerformance evaluation
- record-keeping
- Documentation
- Performance evaluations
- Provide or coordinate training programs for staff
- Counsel
- Coach
- Instruct employees
• Plan and coordinate FBO purchase of goods and services in compliance with City Purchasing regulations.• Maintain sufficient and supplies for efficient FBO operation.• Monitor work by outside contractors/vendors.• Communicate and initiate discussions, promoting positive public relations with tenants and customers regarding FBO operations.• Respond to and resolve concerns expressed by tenants.• Assist in orientating prospective tenants to the FBO by providing general information regarding facilities, rules, and regulations.• Provide concierge-style customer service including but not limited to:
- Process sales
- Acquire, maintain, and organize customer information
- Arrange aircraftowners and pilots catering and ground handling requests
- Quote fuel and FBO service prices
- Resolve customer questions, and/or complaints
- Provide information and short-term rates for hangar rental and tie down spaces etc.
• Prepare and maintain records of all scheduled incoming aircraft and complete all necessary paperwork• Operate a two-way radio with Line Service on the FBO radio as well as talking to pilots using aviation terminology on the UNICOM radio when they are inbounding to the FBO ramp. special events, weather events, Temporary Flight Restrictions (TFR's), airport closures, etc.• Work closely with the Line Service Supervisor to coordinate all activities and schedules.• Communicate with Line Service crew for accurate, optimal service, including communicating customer arrivals, schedule changes, and arranging for specific pilot needs, such as coffee, ice, and papers; assist line service crews with wing walking while moving planes in and out of hangars.• Evaluate and analyze FBO operations procedural, maintenance, and operational issues and recommend and implement solutions; analyze, recommend, and execute initiatives to improve efficiency and effectiveness of FBO operations.• Arrange rental cars and direct where they are to be parked. • Distribute crew cars according to policy, provide ramp access for ground transportation to meet aircraft upon arrival to the ramp.• Monitor the FBO facility, ramps, hangars.• Arrange rental cars and direct where they are to be parked. • Distribute crew cars according to policy, provide ramp access for ground transportation to meet aircraft upon arrival to the ramp.• Monitor the FBO facility, ramps, hangars.MINIMUM QUALIFICATIONS:Knowledge, Skills and Abilities Required:• Knowledge of office and administrative practices and procedures.• Thorough knowledge of FBO Operations and procedures.• Knowledge of aviation terminology• Knowledge of the principles, techniques, and hazards of aircraft operations.• Knowledge of emergency response procedures for aircraft incidences and accidents.• Knowledge of the safety requirements and procedures within the Aircraft Movement Area.• Knowledge of local regulations that govern hangar use and ancillary storage.• Skill in planning, organizing, and monitoring direct report employee work assignments.• Skill in Adobe Acrobat Pro to manipulate pdf documents.• Skill in cash handling• Skill in using PC Software including current Microsoft Office Suite of applications.• Skill in communicating professionally and tactfully with other city employees and the public by oral and written means.• Skill with organization and attention to detail.• Ability to exercise discretion and independent judgment utilizing knowledge of the organization's policies.• Ability to work independently under general instructions.• Ability to perform a variety of physical skills including but not limited to filing, pulling, seeing, sorting, squatting, standing, stooping, twisting body, typing, walking, and writing.• Ability to operate a variety of office equipment including but not limited to PC, telephone, calculator, scanner, and copier.• Ability to prioritize deadlines and tasks.• Ability to learn new systems and procedures quickly.• Ability to plan, organize, monitor, and collaborate with internal and external stakeholders to accomplish unit objectives.• Ability to understand mathematical calculations involving fractions, percentages, and decimals.• Ability to work within a set schedule.• Ability to work 25 percent of the time outside• Ability to maintain and develop quality service expectation and documentation• Ability to communicate effectively with all levels of staff, customers, consultants, contractors, and the public• Ability to perform a variety of physical skills including, but not limited to carrying, dragging, pushing, pulling, and lifting (up to 25 lbs.).• Ability to operate a variety of office equipment including, but not limited to PC, telephone, fax, and copier.• Ability to maintain confidential information.• Ability to work as a member of a team and maintain effective working relationships with co-workers, airport tenants, and the public.Qualifying Education and Experience:• Three (3) years of FBO operations experience• Two (2) years of supervisory experience.• Any equivalent combination of education and/or experience may be substituted for the above.Preferred Education and Experience:• Two (2) years of college in hotel/hospitality or related fields (degree preferred)Employment Screenings Required:• Criminal background check• Physical• Human Performance Evaluation (HPE)• Drug and alcohol screens