Terminal Operations Manager

We invite individuals who are enthusiastic about the aviation industry and dedicated to providing a world-class experience to apply. Join us and be part of a dynamic team that values collaboration, supports each other's development, and embraces diverse ideas and perspectives.

Serving as Michigan's second busiest airport and recognized as the best small airport in the country by USA Today, Gerald R. Ford International Airport stands as a testament to West Michigan's vibrant growth. The airport serves over four million passengers annually, with eight commercial airline partners offering nonstop flights to over 35 destinations. As a vital economic engine in the region, it supports more than 40,000 jobs and contributes over $7 billion to the economy each year.

Gerald R. Ford International Airport has received multiple awards from Airports Council International World's 2023 Airport Service Quality (ASQ) Awards, including Best airport 2 to 5 million passengers in North America; Airport with the Most Dedicated Staff in North America; Easiest Airport Journey in North America; Most Enjoyable Airport in North America; and Cleanest Airport in North America. Managed and operated by the Gerald R. Ford International Airport Authority, the airport is committed to creating an exceptional travel experience for our passengers while fostering growth and prosperity for all of West Michigan. Our team is dedicated, passionate, and focused on innovation, making it a great place to build a rewarding career.

JOB SUMMARY:

The Terminal Operations Manager is responsible for the overall daily operations of the terminal, concourses, ground transportation, airport roadways, air carrier apron, and the future Federal Inspection Services (FIS) area. The position manages and brings solutions to issues involving passenger flow and customer service, certain airport infrastructure and facility issues, concessions, airline operations, VIP program, and optimizes the overall guest experience at Gerald R. Ford International Airport. The successful candidate will be part of a high-performing team that prides itself on exceptional leadership, communication, attention to detail, guest service, and customer service.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Listed examples are illustrative and representative of the tasks required of this classification, but are not intended to be complete or exhaustive for this position.

• Monitors compliance with airport and federal regulations to ensure the safety and security of the traveling public and airport employees.
• Ensures airport amenities, service, and service providers are meeting, including but not limited to operating hours and meeting contractual obligations.
• Works closely with the Operations Director, airport staff, and tenants in meeting established goals and customer experience standards, ensuring airport amenities, service, and service providers are serving the needs of the diverse traveling public utilizing airport facilities.
• Manages Customer Experience initiatives and assist with facilitating outreach programs and meetings.
• Provides backup to Airport Security Coordinator (ASC) with the ability to act as the primary ASC in the event of their absence.
• Oversees the badging department and all operations within the department.
• Coordinates airline terminal operations, including irregular passenger operations at the airline ticket counters, gate areas, customer service counters, airline lounges, wheelchair operations, baggage claim, and baggage make-up units. This includes stakeholders like TSA, FAA, Concessions, etc.
• Works with both Commercial Development and Information Technology to report any violation of standards with concessions and common areas or issues with the FIDS, BIDS, RIDS and GIDS.
• Manages the daily operation of the Airport Parking/Ground Transportation Unit, which consists of public parking, the airport shuttle bus program, all public ground transportation programs, the airport taxicab and rideshare program, and the employee and other non-revenue parking programs.
• Assists the Operations Director in planning strategic initiatives for a customer VIP program.
• Ensures orderly flow of vehicles on the airport roadways in partnership with Law Enforcement.
• Collaborates with the Operations Director in management oversight and selection of the janitorial company for the airport.
• Works with Incident Command in managing, coordinating, and resolving airport emergencies, security issues, and unusual situations within the terminal.
• Enforces tenant lease agreements, operating agreements, airport rules and regulations, and standard operating procedures in partnership with the Commercial Development Department.
• Oversees the audits and inspections of the passenger experience elements such as TSA queue oversight, cleanliness, ground transportation status, etc. In addition, the facility's condition includes heating and cooling, lighting, music, custodial appearance, and conveyances.
• Manages the Terminal Operations Department and the staff that is assigned to this department.
• Serves as the terminal tours, escort assistance, and liaison to all GFIAA departments.
• Participates and report on GRR's Airport Service Quality (ASQ) scores and guest experience initiatives program.
• Grants permissions for terminal event space and emergency space use for other departments that impact operations.
• Other duties and terminal operations programs as assigned.

REQUIRED KNOWLEDGE AND SKILLS:

• Knowledge of GFIAA ordinances, rules and regulations, directives, and standard operating procedures.
• Ability to interact positively and effectively with elected officials, Authority leadership, managers, local, state, and federal agency representatives, contractors, tenants, media representatives, dignitaries, both foreign and domestic, passengers, and members of the public from widely diverse cultural and socio-economic backgrounds.
• Thorough working knowledge of the practices and principles of airport administration, operations, and security.
• Experience in de-escalating customer-facing situations.
• Working knowledge of the Microsoft Office suite
• Good managerial and supervisory skills.
• Ability to establish and maintain professional and effective working relationships with the Authority and other airport employees, representatives of other agencies and the public.

QUALIFICATIONS AND REQUIREMENTS:

• Bachelor's degree from an accredited institution in Aviation Management, Aviation Science, Business Administration, Public Administration, Hospitality, Communications, Transportation, Political Science, Operations Management or a related field and
• Three (3) years of relevant work experience, including supervisory experience in customer/passenger service in airport operations, administration or hospitality management; or an equivalent combination of education, training, and experience.
• Training with stakeholders is required.
• Irregular Operations or high passenger traffic may require candidate to return to work to assist passengers or work abnormal hours to facilitate the guest experience.
• Multilingual strongly preferred.

NOTES:

1. Candidate must be able to pass required FBI fingerprint-based criminal history record check in addition to pre-hire and random drug and alcohol screenings.
2. The incumbent must carry a company paid cell phone in order to respond to and coordinate emergency situations and is on-call 24 hours per day to respond to airport emergencies.

LICENSES AND CERTIFICATIONS:

• Must possess and maintain a valid Michigan motor vehicle operator's permit.
• Obtain NIMS courses 100, 200, 700, 800 within 6 months of hire.
• CM or A.A.E. preferred

PHYSICAL REQUIREMENTS:

• Must be able to work in a standing position or walking for the entire length of the shift.
• Must be able to work abnormal hours in the event of irregular operations.

WORK ENVIRONMENT:

• Work is performed in both office, indoor, and outdoor environments, and involves exposure to noise, chemicals and other contaminants, moving mechanical hazards, and extremes of temperature and weather conditions.
• Daily walks or inspections are required throughout the parking structure, terminal, and concourses.