Airport Manager

We have an exciting and career defining opportunity for an Airport Manager to oversee all operations at our Brisbane Airport location.

About the role:

As our Airport Manager you will manage the service/distribution operation ensuring it functions effectively and efficiently to maximise profitability while maintaining the highest level of service.

Managing and overseeing dual brands at this major airport, you will make sure customer satisfaction, fleet utilisation and profit generation are paramount by exercising independent judgement around day-to-day operations and activities.

All service provision and duties will be completed in accordance with established operation procedures and company policies.

You will be responsible for managing and leading staff, this will include employee morale, performance, coaching, development, and discipline. Although you will have clear authority within the role, you will also have the judgment and maturity to gain support and approval from a higher level when that is required.

Some of the key responsibilities will include:

Customer Experience and Sales

• Actively takes ownership, initiates activities, and drives improvements in and individual NPS performance

• Facilitates regular communication and follow up for location NPS performance

• Leads and ensure management presence during peak/challenging times

• Overall responsibility for location results (iRPD/revenue/coaching levels)

• Ensures location meets monthly RSA/ROA coaching minimums

• Facilitates regular management level communication and follow up of counter sales performance, i.e., weekly calls, meetings

• Analyse figures effectively; owns location action plan and holds team accountable (linked with behaviour)

• Ensures all figures-based activities are in place daily

• Execute and lead Operations Service Standards without exception

• Monitor level of Customer Service and continually identify and implement strategies to increase customer satisfaction.

• Be aware of competitor activity to ensure the location remains competitive in the marketplace

• Coach managers to ensure team members achieve a superior standard of product knowledge to maximise sale opportunities

• Train managers to effectively manage fleet levels and employee rostering to meet customer demands

• Identifying and continually monitoring employee needs and instigate actions to increase employee satisfaction

• Ensuring working knowledge of empowerment guidelines is applied effectively in the workplace.

Operations

• Contributing to the development of the annual business plan

• Continually comparing location performance against the Strategic Plan and taking any necessary actions.

• Manage, forecast, and maintain fleet levels in collaboration with Fleet department

• Forecast and manage staffing levels through effective workforce planning and rostering

• Printing, actioning, and monitoring daily/weekly reports and financial strategic plans.

Team management

• Identify and continually monitor employee needs and implement actions to increase employee satisfaction and manage the performance of employees as needed

• Continuously identify talent within the workplace by implementing training programmes and in turn, succession planning

• Proactively manage the recruitment process to ensure optimal level of staffing

• Maintain a culture of service excellence

• Lead a team to accomplish organisational goals in line with the business strategy

• Manage and control costs relevant to operations in accordance with the budget

• Ensure there are sufficient resources to meet operational requirements

Leadership

• Lead and motivate team to ensure productivity and satisfaction

• Continually train and identify succession planning opportunities within team environment

• Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort

• Lead by setting a good example - behaviour consistent with words

• Coach and help develop team members

• Facilitate problem solving and collaboration

• Recognize and celebrate team and team member accomplishments and exceptional performance

People Management

• Ensure effective performance management practices are applied in the location in accordance with company policy and procedure

• Appropriately reward and recognise team members

• Develop and support roll out of strategies to increase employee morale

• Monitor to ensure location and staff compliance with company policies related to: -

• Cash management

• Code of Conduct

• Security of company assets

• Occupational Health and Safety

• Equal Employment Opportunity and Affirmative Action

• Anti-discrimination

• Sexual Harassment

Workplace Health & Safety

• Ensuring legal requirements regarding health, safety and environment are met.

• Ensure adherence to heightened health, safety and cleaning measures and guidelines as detailed by the Company.

• Actioning safety reports and carrying out workplace inspections.

• Ensuring that health, safety and environment policies and procedures are followed, including safe work instructions.

• Conducting workplace inspections, inductions, and regular safety briefings.

• Participating in incident investigations.

To be successful in this role:

• Previous managerial and/or leadership experience with proven experience in coaching and developing team members, delivering feedback, and managing high performing teams.

• Full Australian Working Rights

• Full & Unrestricted Australian Drivers License

• Commercial acumen with proven ability to maximise sales and location performance, minimise business costs and work towards achieving strategic goals

• Business acumen and the ability to read and understand business-related financial reports.

• Strong communication skills.

• Demonstrated ability to exercise judgement, problem solve and show initiative.

• Experience in complaints handling, conflict resolution and negotiation.

• Possesses competent planning and organisation skills and can multitask.

• Ability to competently use Microsoft office suite and learn new systems and software quickly and efficiently.

What we offer

• Competitive Salary & Bonus Structure

• Fully maintained company car