Job Details
** General Manager, Airport Customer Service DEN**
**Job Category****:** Customer Service **Requisition Number****:** GENER002816 Showing 1 location **Job Details**
**Description**
At Frontier, we believe the skies should be for everyone. We deliver on this promise through our commitment to Low Fares Done Right. This is more than our tagline - its our driving philosophy. Every member of Team Frontier has an important role to play in bringing this vision to life. Our successful business model allows travelers to take advantage of our fast-growing route network while our bundled and unbundled pricing options allow our customers to personalize their travel experience and only pay for the services they need saving them money along the way.
**What We Stand For**
Low Fares Done Right is our mission and we strive to bring it to life every day. Our Done Right promise means delivering not only affordable prices, but making travel **friendly** and easy for our customers. To do this, we put a great deal of **care** into every decision and action we take. We must be efficient with the use of our resources and make smart decisions about how we run our business. We must also innovate and be **pioneers** - were not afraid to try new things. While our business requires us to fly high in the air, we also consider ourselves **down-to-earth** in our approach, creating a warm and friendly experience that truly demonstrates Rocky Mountain Hospitality.
**Work Perks**
At Frontier, we like to think were creating something very special for our team members. Work is why were here, but the perks are nice too:
* Flight benefits for you and your family to fly on Frontier Airlines.
* Buddy passes for your friends so they can experience what makes us so great.
* Discounts throughout the travel industry on hotels, car rentals, cruises and vacation packages.
* Discounts on cell phone plans, movie tickets, restaurants, luggage and over 2,000 other vendors.
* Enjoy a Dress for your Day business casual environment.
* Flexible work schedules that support work/life balance.
* Total Rewards program including a competitive base salary, short term incentives, long-term incentives, paid holidays, 401(k) plan, vacation/sick time and medical/dental/vision insurance that begins the 1st of the month following your hire date.
* We play our part to make a difference. The HOPE League, Frontier Airlines non-profit organization, is dedicated to providing employees financial assistance during catastrophic hardship.
**Who We Are**
Frontier Airlines is committed to offering Low Fares Done Right to more than 100 destinations and growing in the United States, Canada, Dominican Republic and Mexico on more than 350 daily flights. Headquartered in Denver, Frontiers hard-working aviation professionals pride themselves in delivering the companys signature Low Fares Done Right service to customers. Frontier Airlines is the proud recipient of the Federal Aviation Administrations 2018 Diamond Award for maintenance excellence and was recently named the industrys most fuel-efficient airline by The International Council on Clean Transportation (ICCT) as a result of superior technology and operational efficiencies.
The General Manager of Airport Customer Service is responsible for delivering outstanding and safe operational performance, customer service and financial performance in one or more Frontier airport locations. The General Manager of Airport Customer Service is the primary Frontier representative to both the airport and business partner for the station and serves as both a liaison and representative for all customers, internal and external. The General Manager of Airport Customer Service reports directly to the Director and has regular / daily interaction with Frontier officers and directors.
**Essential Functions**
* Safety Be a champion for safety through accountability, awareness and communication. Ensure that all employees, direct and business partner, understand the importance of safety and require that they conduct themselves in a manner that reflects this value and enhances the level of safety of the company.
* Operational Performance Ensure outstanding operational performance through effective cross-functional leadership during day to day operations. Work with other operational and planning departments to influence and improve day-to-day performance. Ensure front-line visibility to station and corporate goals and drive continuous improvement through effective management and development of processes and procedures.
* Customer Service Lead a team to deliver superlative customer service through engagement, motivation, coaching and leadership. Be a tireless advocate of Low Fares Done Right and effectively communicate its meaning to Frontiers business partners and front-line teams.
* Fiscal Responsibility Continuously strive to lower costs through identification and elimination of inefficiencies and improvement of local contracts.
* Executive Interaction Interact with Frontier Officers and Directors. Collaborate with senior management to provide strategic and operational planning input for the Customer Service Division as well as the company. Report progress and results to senior management on a regular basis.
* Regulatory Compliance Ensure compliance with all airline and government agency regulations and protocols. Monitor compliance to all FAA, TSA and DOT regulations. Establish sound working relationships with FAA, TSA, Customs, Immigrations, airport authorities, and business partners. Where applicable, ensure all international requirements are met and complied with, working with CBP and governments where necessary to procure rights and slots.
* Vision Keep an open mind to new ideas and ways of conducting business, while focusing on the companys goals and business plan. Foster an environment where employee suggestions are vetted and implemented when in line with the companys direction.
* Visible and Active Leadership Be a willing, motivational leader who seeks out opportunities to get in front of employees and business partner employees/leadership to establish excellent two-way communication. Be a role model for others to follow.
* Availability Be available 24/7. This includes phone calls, texts, and email responses in real time.
* Data Analysis Have the ability to interpret and pull reports from multiple company reporting platforms.
* Business Partner Satisfaction Ensure each city is led by experienced, motivated, energetic, polished, professional business partner managers and supervisors who focus on safety, operational performance, customer service, communication, employee engagement, and fiscal performance.
* Reward and recognition Identify successes and seek ways to recognize superior performance while ensuring high standards are set and maintained.
* Appearance Ensure that a high standard is set with regard to the appearance of our business partners, facilities and equipment.
* Administration and Quality Assurance Manage the contractual requirements of the stations, ensuring that local management is adhering to set standards. Monitor compliance with all training, safety, financial and operational goals, ensuring that business partners understand and perform to the level of expectation and operational excellence expected by Frontier.
* Technology Assist in the assessment, justification, implementation, and performance of technology to make our stations as efficient as possible, working with the Information Technology Division (IT).
**Qualifications**
* Bachelor's degree preferred or equivalent work experience
* 2+ years prior passenger airline experience in a leadership role
* Previous City Manager experience preferred
**Knowledge, Skills and Abilities**
* Must be able to lead employees of business partners and provide guidance and direction.
* Ability to become qualified in all requ