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