PRIMARY RESPONSIBILITIES:
- Ensure the following:
- Proper planning techniques are used to proactively provide adequate staffing levels for the daily operation. Make available daily station manning/roster sheet
- Supervise the operation and staff during shifts; provide lunch coverage in a timely manner
- Ensure flight departure compliance (on-time performance)
- Ensure flight closure/PDC
- Baggage department and all its duties are being met on a daily basis
- Baggage left behind is being placed in the World Tracer system
- All station, safety and/or security procedures are being met by the employee group
- Quality of check-in procedures is being met to company standards
- Any or all security related responsibilities are being met for each flight and/or pax
- Supplies are always on stock at the station
- All employees are up to date with any or all learning center duties
- Proper frontline employees are well trained and capable of doing the "task at hand"
- Report operational irregularities to Station Manager
- Supervise the operation and staff during shifts; provide lunch coverage in a timely manner
- Conduct thorough investigations that lead to the appropriate resolution of an employee problem and/or station issue
- Ensure cash report and/or petty cash are being closed/opened correctly. Report any overage/shortage that the employee has
- Communicate in a timely and responsible fashion with Station Manager and staff, and assure and promote staff development
- Maintain and foster positive business relationships with local airport authorities and agencies
- Assist in Customer Service Agent staffing levels and budgeting, as needed
- Interview prospective Customer Service employees, as needed
- Assist with performance reviews and station performance planning, as needed
- Travel to company meetings, as needed
- Assure excellent customer service and efficient counter operations during assigned shift
- Additional duties as assigned
- Previous supervisory or management experience, strongly preferred
- Experience in the following areas helpful: budgeting, interviewing, disciplinary action, performance planning, payroll and scheduling
- Experience in building and maintaining airport regulatory relationships, required
- Ability to enforce policy and procedure, required
- Must be able and willing to do short and long haul travel and work non-standard hours especially during special events
- Must demonstrate an understanding of the connection between overall mission and daily tasks
- Must be a proficient writer have an adequate grasp of English grammar
- Excellent communication and excellent customer service skills required
- Ability to interact effectively with others
- Ability to work independently and adapt to changing work priorities
- Must be proficient in Microsoft Word, Office and Excel
- Must possess a genuine desire to serve internal and external customers, build relationships and work collaboratively
- Able to multi-task in a stressful environment required
- Strong customer service and strong oral/written communication skills required
- Must meet same basic job qualifications as all station agents:
- Must be at least 18 years old
- Must hold a high school diploma or equivalent
- If location requires any type of driving such as baggage delivery, fueling, etc., applicant must hold and maintain a driver's license valid in that location
- Must be able to lift up to 70 lbs.
- Basic computer skills required
- Excellent communication and excellent customer service skills required
- Ability to interact effectively with others
- Ability to work independently and adapt to changing work priorities
- Ability to communicate effectively, orally and in writing
- Flexibility of schedule is a must
- This position will often require working nights, weekends and holidays
- Must exhibit exceptional knowledge of Cape Air and must embody the Cape Air MOCHA HAGoTDI spirit