Operations Manager

Operations Manager

Fraport USA is a wholly-owned U.S. subsidiary of Fraport AG, one of the largest airport operators worldwide, with airports in Germany, Greece, Peru, Brazil, India, Turkey, Slovenia, Bulgaria, China, and the USA. Fraport's experience is the gold standard for customer-centric airport development, management and concession operation, with two of Fraport USA's airports ranked in USA Today's Top Ten Airports for Shopping for 2023. Fraport works closely with airport stakeholders to bring a unique, authentic sense of place to customers' airport experiences with brilliant local food and beverage offerings, regional retail and service concessions and a host of other features that positively shape an airport encounter.

Leads and manages concessions operations performance, compliance, and communications.

The Operations Manager performs professional work in airport concessions property management. The work requires the ability to exercise judgement, negotiate solutions, and implement innovative programs. The work is performed in an airport terminal environment and under limited supervision in a fast-paced environment of shifting priorities and deadline pressures.

Key Job Responsibilities

• Manages the day-to-day business of the food/beverage, retail, convenience and service program for best practice service, highest quality of operational standards, and health, safety, and security compliance.
• Serves as a liaison between airport tenants and Fraport USA; responsible for fostering positive tenant and peer relationships at the airport.

Key Job Functions

• Inspects leaseholds for compliance with lease terms and conditions including but not limited to cleanliness, safety, operational functionality, and other requirements as identified.
• Oversees the administration of various policies and procedures to ensure that established property management goals are met in an efficient manner.
• Establishes and maintains professional relationships with users, tenants, and airport representatives.
• Represents Fraport USA at events, public and professional meetings.
• Prepares, maintains and analyzes detailed reports as required.
• Provides advanced level lease administration services to include assisting with requests for bid/proposal packages, leases, operating agreements, use permits, licenses, and similar documentation.
• Assists with marketing activities for available property as directed by Director of Operations.
• Participates in evaluation of applications for leases and permits; makes recommendations based on suitability, risk, and financial return.
• Performs market research, due diligence, and financial analysis on prospective opportunities that enhance the concessions program growth and development.
• Assists with the engagement of third-party consultants, engineers, and other contractors to perform work on airport assets used for concessions operations.
• Provides merchandising support to tenants, driving results in product presentation and store appearance.
• Performs periodic operating audit on units, and partners with the Operator to review results, and restore negative impactors.
• Develops and implements operational support programs including orientation, instruction, and service training; staff recruitment; incentive and motivation programs; and communication activities.
• Manages third-party contracts as assigned relating to concessions operations including but not limited to customer service training, distribution, street pricing.
• Assists in the design/ process review for the development of the individual concession locations.
• Communicates any chronic or serious tenant concerns on a timely basis for partnership on corrective action.
• Participates in rotational Manager on Duty program.
• Performs other related duties as assigned.

Required Competencies (job specific)

• Advanced knowledge of airport concession operations standards.
• Ability to effectively problem solve.
• Knowledge of Property Administration and Real Estate.
• Advanced knowledge of Microsoft Office applications.
• Exceptional verbal and written communication skills.
• Ability to accurately interpret and evaluate tenant compliance to complex leases and property agreements.
• Ability to perform the budget preparation process and make insightful projections of future revenue-increasing opportunities.
• Ability to establish and maintain effective working relationships with the general public, current and potential customers, airport officials along with agencies and co-workers.
• Ability to make compelling presentations to groups.
• Ability to multi-task and prioritize so that deadlines are met timely and accurately.

Required Competencies

• Strong negotiation and influencing skills.
• Relationship builder.
• Team player.
• Customer service skills.
• Organized and detail oriented.
• Willingness to cross train in other areas of operations.
• Adaptable and flexible

Required Experience

• 3 years of progressively responsible operations experience in specialty retail real estate, airport concessions management and lease administration, finance, business management and/or asset management.

Required Education

Bachelor's degree in business administration or closely related field.

Alternate Education

Associate degree with 5 years' experience.

Licenses & Certifications

• Must be able to obtain and maintain airport Security Identification Display Area (SIDA) badge.
• Driver's License may be required and must be maintained.
• Health and safety certifications a plus.

Physical Demands

• Moving from one work location to another, sitting or standing at a workstation for extended periods of time, extended periods of walking in an airport terminal.
• May involve lifting objects weighing up to 15 pounds.
• Must be able to perform the physical requirements of the position with or without reasonable accommodation.

Work Location

• Must be within a commutable distance to the work location- Ronald Reagan Washington National Airport
• Percent remote: 0
• Travel: up to 10% to meetings, events, conferences, and other airport locations.
• Fraport USA may require the employee, as a condition of employment, to relocate to a different city to support Fraport USA's current and future airport operations. A candidate's ability and willingness to relocate will be strongly considered with other qualification factors in development and promotion decisions.

Work Schedule

• Core work hours are Monday – Friday 8:30 – 5:00pm, but workload and operational requirements will necessitate additional and alternate hours to include evenings and weekends.

Our Commitment to Diversity & Inclusion

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. Forty percent of our program is represented by Airport Concession Disadvantaged Business Enterprises and our innovative Launchpad accelerator provides financial and technical support to local minority and woman owned businesses.