AvPORTS, an industry leader in the management of airports, operations, service delivery and working with the FAA is seeking a Hospitality & Concession Manager to oversee the administration and compliance for its New York Stewart International Airport, located in New Windsor, NY. It sits 60 miles northwest of New York City.
Our company culture celebrates collaboration, encourages an entrepreneurial spirit and values diversity. We aim to retain and develop our internal talent. Our expansion plans and current pipeline of business have opened new leadership opportunities – join our dynamic, growing business and become part of our success story!
The Hospitality & Concessions Manager will be the primary contact for third parties who have commercial agreements (non-aeronautical revenues) with Future Stewart Partners (FSP/AvPORTS) at the Airport, whether tenants or concessionaires within the terminal, and ensures that the existing commercial business is handled smoothly and efficiently.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The position will oversee the internal and external coordination for Business-to-Business (B-to-B) customers and ensure that commercial concession and hospitality activities at the Airport comply with agreements, rules, regulations, and services. During the life of any contract, the manager will develop strong relationships with all stakeholders (e.g. their suppliers, designers and contractors). This will allow him/her to handle the daily operations, and enforce the rules and compliance of stakeholders’ businesses, in both a straightforward and agreeable manner.
The manager might issue potential warnings to stakeholders that their services do not conform with their contractual commitments, and will then take the necessary action to rectify the issue.
The Hospitality & Concessions Manager may identify opportunities to improve the daily business and the customer oriented services offered at New York Stewart International Airport, potentially taking into account passenger type and originating country of travel weighing the many unique expectations of the passenger type and various countries of origin. An additional role will include ensuring the front line staff demonstrate professional attitudes towards delivering high levels of customer service. Where appropriate, the manager will develop his/her customer knowledge and awareness by conducting customer surveys, dealing with customers’ commercial complaints and through familiarity with the commercial ISO certification.
The Manager will also:
Act as a coordinator and facilitator by creating management tools and follow up tools (meetings, reporting documents, procedures, etc.)
Lead all operational and commercial actions within the Concession Department
Create the conditions that would boost the businesses (including out-of-the-box solutions) in coordination with FSP internal divisions
Analyze and report daily operations for commercial management to further customize reporting.
Control the extra-aeronautical businesses and provide a comprehensive understanding of those businesses for management
Other duties as assigned
Deliver and motivate staffs in quality customer services at all times.
Follow and enforce federal, state and local regulations.
Proven experience as hospitality manager
Hands-on experience in customer service or sales
Solid understanding of hospitality procedures and best practices
Knowledge of quality standards (e.g. ISO)
Proficient in MS Office and relevant software (e.g. ERP)
Excellent organizational and leadership skills
Outstanding communication (verbal and written) and interpersonal skills
To perform this job successfully, an individual must be able to perform all essential duties satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION & EXPERIENCE
An Associate’s Degree in Hospitality Management or equivalent degree (Bachelor’s Degree Preferred) is minimum. A minimum of five years’ experience in Airport Concessions or Quality of Service (QoS) is required; one (1) year must have been in a supervisory position. A combination of experience and education equivalent to five (5) years may be considered as a minimum qualification.
Ability to read analyze and interpret general business trends, professional journals, technical procedures, and governmental regulations. Ability to write reports, business correspondence, and procedures manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Confidence in public speaking and giving presentations is mandatory. Competence in foreign languages desired, but not required.
Ability to calculate figures such as discounts, interest, commissions, proportions, percentages, and area. Ability to apply concepts of basic algebra and geometry.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Must be able to make assessments, and then formulate well thought out and logical decisions based on Governmental and Airport Rules and Regulations in a quick and concise manner – sometimes under emergency and stressful situations. Must be able to exercise discretion and sound judgment in dealing with third parties, subordinates, airline management, concessionaires and the traveling public.
Certificates, Licenses and Registrations
Must possess or acquire a valid NYS Driver’s License within one year of employment at New York Stewart International Airport.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle to feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear; and smell. The employee is occasionally required to sit. The employee must regularly lift and/or move more than 10 pounds. Specific vision abilities required by this job include vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
Reasonable accommodations may be made to enable applicants with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently exposed to fumes or airborne particles, outside weather conditions and vibrations. The employee is occasionally exposed to wet and/or humid conditions; moving mechanical parts; high precarious places, extreme cold and extreme heat. The noise level in the work environment is occasionally very loud.
AvPORTS’ experience has been forged in the most developed and active aviation sector in the world. Our 90 years of U.S. aviation experience coupled with our current portfolio gives us an unassailable advantage in all aspects of airport management, operations, service delivery and a working familiarity with the FAA.
AvPORTS' 90 year history is made possible by our people. From our executive leadership to our airport-based staff and every employee in-between, AvPORTS prides itself on putting our people first. We recruit, train and retain employees who are passionate about the aviation industry.