Airport Operations Lead — Guest Experience & Team Coach

Work with VIP, Apply Today; Orlando (FL); Sur place; USD 60 000 - 90 000; Plein temps

Résumé du poste

VIP Hospitality LLC at Orlando International Airport seeks an Operations Assistant Manager to lead a 100+ person customer service team in a busy, 24/7 environment. You will coach frontline staff, manage daily operations, and collaborate with GOAA to uphold safety and hospitality standards.

The role requires strong leadership, a focus on passenger experience, and the ability to resolve issues in real time while ensuring regulatory compliance and exceptional service.

Qualifications

• 5+ years of managerial experience in customer service or hospitality.
• Experience leading large frontline teams in a fast-paced, high-volume setting.
• Proven ability to coach, develop, and mentor front-line staff.
• Strong customer service mindset with a focus on passenger experiences.
• Willingness to work nights, weekends, and holidays as needed.
• Ability to pass airport background checks and clearances.

Responsabilités

• Lead and schedule a 100+ person customer service team in a 24/7 airport operation.
• Coach, mentor, and provide performance feedback to team leaders and front-line staff.
• Collaborate with GOAA and internal teams to ensure safety, hospitality, and operations.
• Oversee daily operations, staffing, and coverage for peak and irregular operations.
• Monitor service quality, handle escalations, and drive process improvements.
• Prepare shift reports and incident logs; participate in management reviews.

Connaissances

People management

Staff scheduling

Customer service

Hospitality mindset

Communication

Leadership

Problem solving

Formation

High school diploma

Hospitality or business education (plus)

Outils

Microsoft Office

Scheduling software

Description du poste

VIP Hospitality LLC at Orlando International Airport seeks an Operations Assistant Manager to lead a 100+ person customer service team in a busy, 24/7 environment. You will coach frontline staff, manage daily operations, and collaborate with GOAA to uphold safety and hospitality standards.

The role requires strong leadership, a focus on passenger experience, and the ability to resolve issues in real time while ensuring regulatory compliance and exceptional service.