Lead and direct all aspects of Airport Customer Service operations, including ramp and ticket counters, to assure timely, customer-focused service that complies with applicable state, federal and company regulations, policies and procedures.
Directs a team of Managers in the day to day operation of Airport Customer Service
Assures that coordination and communication with crew and SOC occurs in a professional and timely manner; maintains timely and open communication with various operating units to assure a safe, timely and customer-focused operation.
Oversees contract handling in the terminal and on the ramp, assures that the contract handling staff is adequately trained in HA procedures; regularly monitors performance to assure that performance standards are consistently met and takes corrective action as required; works with Company representatives in evaluating whether to renew the contract or not.
Manages the budgeting and administrative aspects of the station; assures that budgets, variance reports, timekeeping/vacation records, reporting of sales, ticketing, operations and other station reporting requirements are completed and submitted in a timely and accurate way.
Analyzes and evaluates station operating performance. Develops and executes plans to ensure all Customer Service, Ramp Service, Cabin Service and Line Service functions operate at maximum productivity and efficiency.
Serve as a representative of Hawaiian Airlines at airport, community, and/or governmental functions as required.
Work with Labor Relations to provide strategic support to negotiations and labor management
Provides oversight of vendor performance
Other related duties as assigned
DOT regulations, 14 CFR part 120 identifies this position as performing safety-sensitive functions. You will be required to undergo DOT pre-employment drug testing to determine the presence of Marijuana, Cocaine, Opiates, PCP (Phencyclidine) and Amphetamine prior to any offer of employment or transfer into this position.
Requirements
Bachelor’s degree and five (5) or more years of airline supervisory experience. Equivalent combination of work and experience is acceptable.
Demonstrated excellence in leading large teams
Working knowledge of Immigration, Customs and related regulatory policies/procedures
Must have experience working with a unionized workforce
Proficient in Microsoft Office (Word, Excel, Access, Sabre, Outlook)
Ability to become a certified Ground Security Coordinator (GSC)
Project development and management experience
Detail oriented with proven ability to successfully manage a budget
Ability to successfully manage multiple projects
Must demonstrate initiative, be self-motivated with the ability to achieve results with minimal oversight
Must possess excellent interpersonal skills and be able to work professionally and productively with all levels of employees in various departments
Must possess and demonstrate mutual respect, personal integrity and honesty
Ability to work varied hours and shifts and travel when required
Must be flexible and adapt well to change
Must reside in or be willing to immediately relocate to Maui
Preferred Qualifications:
Master’s degree
10 years of Customer Service experience
Airline Management Experience – preferrably with Operational Experience
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