Regional Manager Operations - Airport Butler

Alliance Ground International; Richmond; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading airport concierge service provider in Metro Vancouver is seeking a supervisor to manage team operations and ensure exceptional customer service standards are met. The ideal candidate will have extensive experience in hospitality and proven management skills in an airport or airline environment. Responsibilities include developing professional relationships and overseeing service delivery for clients. This role requires strong communication skills and a customer-focused approach.

Qualifications

• 10-15 years in hospitality or customer service with experience at hotels, airlines, or airports.
• 5-10 years in a supervisory or management role in an airport or airline environment.
• Ability to walk long distances, stand for extended periods, and lift up to 70 lbs.

Responsibilities

• Develop professional relationships with regulatory agencies and airline management.
• Ensure team members deliver services effectively and meet dress code.
• Resolve customer complaints focusing on positive outcomes.

Skills

Exceptional customer service

Excellent oral and written communication

High proficiency in computer skills

Multi-lingual

Cultural awareness

Education

Bachelor's Degree from an accredited college or university

Job description

Overview

Airport Butler provides a personalized and an unsurpassed concierge service to travelers in approximately twenty-five airports in the United States and Canada. The service is independent from airlines and customized for any who wants to experience a personalized service and extra care when arriving, departing, or connecting through an airport. Our clients are primarily made up of executives, inexperienced travelers, families, senior citizens, celebrities, and small group travel.

Responsibilities

• Develop professional relationships with all regulatory agencies within the airport along with Airport and Airline Management.
• Oversee and travel to multiple stations ensuring team members are delivering the product effectively and professionally.
• Ensure team members are in their required uniforms and following the policies and procedures set forth by Airport Butler
• Attend and participate in other Airport or Airline meetings as required.
• Customer complaint resolution with a focus on rationale and positive outcome for the client and company.
• Extensive knowledge and use of Airport Butler’s reservation system for managing all client transactions including invoicing and regular activity reports.
• Promote and market Airport Butler to high end hotels, travel managers, limo companies, travel ambassadors, etc.
• Ensure the safety and welfare of all internal and external customers.
• Knowledge of all airport amenities such as restaurants, services, retail locations and airline ticket counters and gate information.

Qualifications

• Bachelor’s Degree from an accredited college or university and/or 10-15 years in hospitality or customer service industry with direct experience at hotels, airlines, or airports.
• 5-10 years in Supervisory or Management role in an airport or airline environment.
• Exhibit utmost confidentiality with clients and client information.
• Must be able to pass a five-year background check and pre-employment drug screening.
• The ability to walk long distances, stand for extended periods of time and lift up to 70 lbs.
• Ability to demonstrate a history of delivering exceptional customer service.
• Multi-lingual a plus.
• Excellent oral and written communication skills.
• High proficiency computer skills.
• Enthusiastic approach to customer service, positive attitude, strong work ethic, exceptional organizational skills
• Must be authorized to work in the United States.
• High level of cultural awareness.
• The ability to work in a hectic, stressful environment while delivering a very calm, positive, efficient, and comforting demeanor.

Alliance Ground International is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. AGI is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or veteran status.