Passionate about customer service? The Ontario International Airport Authority is seeking an extremely friendly and energetic individual that enjoys working with and communicating with people at every level. The Terminal Manager will ensure that our customers have an outstanding experience in ONT's two domestic terminals as well as out International arrivals terminal. The ideal candidate should have the ability to multi task and fluidly shift from project to project while maintaining focus and timely completion of all projects in a dynamic environment. An in-depth understanding of the airline industry and airport management will be a tremendous upside for anyone interested in pursuing this job. The Terminal Manager will be responsible for providing a superior level of Customer Experience reflecting the comfort, professionalism, and hospitality of all airlines, tenants, and users operating at Ontario International Airport.
Important and essential duties may include, but are not limited to the following:
Provides administrative and technical support to the Director of Customer Experience.
Acts as an onsite representative to airlines, tenants, contractors, volunteer and regulatory agencies with operations in the airport terminals.
Monitors the airport terminals to ensure a safe and secure environment is maintained at all times.
Works closely with our business partners and regulatory agencies including TSA, FAA, OPD, OIAA maintenance contractors and other entities by immediately reporting any issue that may impede a safe, secure, and smooth terminal operation.
Ensures that all terminal facilities are clean and are in good working order; reports any maintenance issues to appropriate maintenance contractors.
Works with business partners and regulatory agencies to ensures an organized steady flow of customers throughout the terminal.
Reviews contractual agreements related to terminal operations, ensures compliance with contractual terms.
Provides information to airlines and tenants as necessary to enhance the efficiency of their overall operation.
Evaluates all aspects of the terminal operation and make facility and process recommendations to improve the overall customer experience.
Serves as a secondary PIO during an emergency until the primary PIO arrives on scene.
Schedules terminal visits with internal and external shoppers and uses the information to improve customer service delivery and process enhancements
Maintain a scorecard of all tenants using POS or who are interacting with our customers in providing a product or service.
Performs periodic time and motion studies of all customer touch points to ensure consistent, efficient, and effective service levels are maintained.
Work closely with our Social Media Manager and Community Engagement team in coordinating various terminal events to support our community and the ONT brand
Provide input to our OIAA Operations Team and construction contractors to ensure we are constructing functional and customer friendly facilities.
Prepares routine and non-routine reports as requested utilizing a variety of software; receives, sorts, and summarizes material for the preparation of reports; prepares work reports and staff reports.
Composes correspondence in accordance with standard policies; answers various inquiries; explains policies and procedures; processes routine and non-routine matters independently.
Leads and directs the activities of assigned staff; reviews the work plan for the division; meets with staff to identify and resolve problems; assigns work activities and projects; monitors work flow; and reviews and evaluates work products, methods, and procedures.
Performs related work as required.
May occasionally be assigned to other duties for training purposes or to meet technological changes or emergencies.
PROFILE OF THE IDEAL CANDIDATE
Possesses outstanding customer service skills and knowledge of effective customer service practices as they are related to the aviation industry.
Possesses the ability to interact effectively and courteously with employees, tenants, and the general public in an international aviation environment.
Possesses superb subject matter experience and a track record of accomplishment in all or many of the disciplines outlined previously in this job description, preferably within the aviation industry.
Demonstrates a pattern of self-directed, innovative, entrepreneurial thinking that has resulted in exceptional accomplishment over the course of his or her career
Possesses exceptional communication skills – speaking, writing, and making presentations, particularly before audiences of significant size and/or at widely-attended public events.
Maintains composure during, successfully responds to, and effectively resolves high pressure, potentially confrontational interpersonal situations, with both internal and external stakeholders.
Demonstrates the ability to discharge his or her job responsibilities in high pressure situations and in the face of tight deadlines.
Familiarity with and work experience in the Southern California region is a plus.
The ability to speak, write and read in languages in addition to English is a plus.
Ability to work independently as well as within a team environment
Familiarity with, and basic understanding of, the preparation, analysis, and evaluation of reports and statements for the department
Proficient in Microsoft Office (Word, Excel, PowerPoint, and Outlook).
Any combination of education, training, and experience that would likely provide the knowledge, skills, and abilities to successfully perform in the position.
High school diploma or a recognized equivalent.
Advanced degree(s) in Business Administration or in a related discipline is a plus.
Seven (7) or more years of professional experience related to customer service in the aviation, hospitality, or food service industries.
Previous experience professional experience with a commercial airport is a plus.
Exceptions to one or more of these qualifications can be made by the Chief Executive Officer if a candidate demonstrates exceptional attributes in other areas
LICENSES / PRE-EMPLOYMENT INQUIRES
Valid Driver's License equivalent to a California Class C driver's license.
Acceptable driving record at time of appointment and throughout employment.
Ability to pass all background / reference checks, knowledge examinations, as well as aptitude tests necessary.
About Ontario International Airport Authority
Ontario International (ONT) Airport is Southern California’s fastest growing airport. ONT is located approximately 35 miles east of downtown Los Angeles in the center of Southern California. It is a full-service airport with nonstop commercial jet service to 19 major airports in the U.S., Taiwan and Mexico and provides connecting service to many domestic and international destinations. ONT is an economic generator for the Inland region producing over $5 billion in economic impact each year by connecting people through business and leisure travel. More information is available at www.flyontario.com.