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Assistant General Manager of Guest Experience
$80,000 - $90,000/Yr
Ethos Farm - Orlando, FL
posted 2 months ago
Full-time - Mid Level
Orlando, FL
Rental and Leasing Services
About the position
The Assistant General Manager of Guest Experience at Orlando International Airport is responsible for overseeing the Guest Experience service, ensuring high standards of service delivery and compliance with Service Level Agreements (SLAs). This role involves strategic planning, team leadership, and operational management to enhance customer satisfaction and operational efficiency.
Responsibilities
- Oversee the delivery of high-quality service for MCO's Guest Experience team.
- Maintain relationships with clients to meet their expectations and deliver on those expectations.
- Manage day-to-day operations, including staffing, scheduling, and resource allocation.
- Coordinate with other departments to ensure successful execution.
- Implement strategies to enhance guest perception of staff as approachable, proactive, and helpful.
- Specify staff accountabilities to align with operational objectives.
- Conduct operational and personnel audits, achieving high quality team behaviors and presentation standards.
- Monitor compliance with Service Level Agreements through coordination with clients, contract partners and colleagues while maintaining operational standards.
- Perform other related duties as required.
Requirements
- A minimum of three years' experience in General Management roles.
- Strong leadership abilities with the capacity to inspire and motivate a team.
- Advanced verbal and written communication skills.
- Strong problem-solving and interpersonal skills.
Nice-to-haves
- Bachelor's degree in business administration, operations management, or related field.
- Five years' experience in an operations management role, preferably in luxury retail, hotel, or aviation environments.
- Proven track record in managing operations and delivering on SLAs.
- Knowledge of aviation industry standards.
- Bilingual in Spanish and English.
Benefits
- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
