General Manager - Hospitality Operation

Job Description:

Alliance Ground International (AGI) is one of the largest independently owned ground handling company providing services to 100+ airlines in 61 airports across the U.S. and Canada. We are the home to over 12,000 team members supporting over 1.5B Kilos and over 400K departures. Our Ground division has a strong reputation in aviation ground services. We are committed to providing the highest level of quality service and continuing our track record of outstanding safety. As we continue to grow, we are looking for only the best in the industry.

We are seeking a motivated and results-driven General Manager to oversee a premier customer service operation providing concierge services to airline passengers. Our mission is to deliver personalized, high-quality experiences to a diverse clientele, including executives, families, and VIPs. This role involves ensuring exceptional customer experiences, managing operational functions, and driving business growth through strategic planning and innovative solutions. The General Manager will collaborate closely with cross-functional teams and company executives to uphold organizational standards and deliver high-quality services.

Key Responsibilities:

• Oversee daily operations and execution of scheduled services
• Identify, develop and implement new revenue opportunities within the location
• Lead recruitment, hiring, and training for all team members.
• Foster a positive and motivating work environment, providing coaching and mentorship to the team.
• Monitor and evaluate employee performance, addressing areas of improvement through constructive feedback.
• Ensure seamless communication with various stakeholders, passengers, clients and prospective clients.
• Promote and deliver exceptional customer service to clients.
• Resolve customer and team conflicts effectively, maintaining professionalism and confidentiality.
• Handle escalated customer complaints, conduct investigations, and implement corrective actions.
• Participate in weekly operational reviews with leadership to align with organizational goals.

Qualifications and Skills:

• High school diploma or GED required; Bachelor's degree preferred.
• 3+ years of experience in customer service management, call centers, or related fields.
• Strong leadership and team management skills, with the ability to inspire and motivate staff.
• Excellent written and verbal communication skills, with a focus on diplomacy and professionalism.
• Proficient in web-based software applications such as SharePoint and MS Office Suite.
• Exceptional organizational skills and the ability to multitask in a fast-paced environment.
• Knowledge of customer service best practices and a passion for delivering exceptional client experiences.
• Flexibility to work irregular shifts, holidays, and weekends as needed.

Preferred Skills:

• Multilingual capabilities are a plus.
• Experience in VIP or high-end service environments.
• Strong analytical and problem-solving abilities.
• Cultural awareness and sensitivity to diverse customer needs.

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.