Airport Operations Manager

Looking for an exciting change? The aviation industry offers career opportunities that extend beyond what you see during the inflight experience.

If you are a leader who is customer service and operations driven then Alpha Aviation could be your home.

Alpha Aviation Inc. operates the Boundary Bay Airport under a long-term lease with the City of Delta. As the airport operator, Alpha Aviation maintains the airport operating certificate issued by Transport Canada.

The Boundary Bay Airport Fixed Base Operator (FBO) offers a wide range of services to general aviation and private aircraft operators. Some typical services provided are aircraft handling, passenger services, fuel services, hangar services, ground transportation and hospitality. FBOs act as the gateway to an airport for private and non-scheduled flights and is the focal point for all airport customer service requests.

This exciting leadership role is an opportunity for anyone interested in learning more about airport operations while getting hands-on experience at Canada’s fifth-busiest airport

**Responsibilities**:
Reporting to the Director of Operations, the primary function of the Airport Operations Manager (FBO Manager) will be to provide support services at Boundary Bay Airport. This is a hybrid role that will consist of overseeing the Customer Service Representatives (CSR’s) and the Airport Operations Specialists (AOS’s). The person in this role will be responsible for managing and motivating the customer service team to facilitate a positive and safe environment while overseeing the day-to-day operation of the department including support to other departments. There is a heavy emphasis to grow the FBO support services

Essential Job Duties:

- Oversee the team of CSR’s and AOS’s including scheduling, hiring and day to day tasks.
- Engage in customer service experience, create positive customer relationships and facilitate organic growth.
- Maintain the highest standard of customer service and professionalism.
- Take ownership of customers issues that may arise and follow problems through to resolution.
- Maintain an orderly workflow according to priorities.
- Ensure that safety standards are met or exceeded in the work area.
- Maintain an organized and welcoming work environment.
- Provide service, handle/ direct enquires and inform guests of the latest updates and information regarding services and benefits we offer at every possible opportunity, always aim to up-sell.
- Monitor the fueling operations conducted by the AOS staff on the airfield.
- Communicate effectively with other staff and departments around you; aid and support in any way you can to ensure the highest level of service while on duty.
- Create/revise departmental service procedures, policies and standards.
- Recruit, mentor and develop CSR’s and AOS’s while nurturing an environment where they can excel through encouragement and empowerment.
- Create monthly schedules for the FBO team.
- Train FBO staff in procedures and in use of current aviation software.

Other Job Duties:

- Assist with developing and maintaining Marketing Programs, Tradeshows, Collaterals and Events as necessary.
- Ensure a prompt, professional, genuine and courteous response to a guest issue or concern at the time it is received.
- Prepare, edit and proofread correspondence, invoices, reports and related material from various media.
- Maintain a professional level of communication with colleagues and co-ordinate the flow of information internally with other departments and organizations.
- Answer the telephone lines, radio calls and electronic enquires and relay telephone calls and messages.
- Greet flight crews and passengers upon arrival with a professional and courteous attitude.
- Lay out a Boundary Bay Air Services carpet and offer to help with luggage and garbage.
- Assist in travel arrangements needed.
- Act as a concierge to our guest - hospitality is of the utmost importance.
- Be proactive.
- Order office supplies and maintain inventories.

**Job Requirements**:

- Degree or Diploma in Business Administration or Operations Management.
- 5+ years of experience in managing a team.
- Knowledge of airport operation / aviation experience would be an asset.
- Proficiency in English.
- Working knowledge of customer service software, database and tools (invoicing/basic accounting understanding).
- Proficient in Microsoft Office.
- Knowledge of and experience using Management best practices and techniques.
- Good communication skills.
- Critical thinking with the ability to solve problems.
- Excellent people skills, team player and must have a positive and uplifting attitude

**What We Have To Offer**:

- A small tight-knit team to work with and an energetic, fast-paced and interesting work environment to learn and grown in, especially if you are curious about airport operations and what it’s like to be at one of Canada’s busiest airports
- Free parking.
- Company cell phone and