About The Role
As the Assistant Operations Manager for the VIP Hospitality LLC team at Orlando International Airport, you will help lead a 100+ member customer service team in a busy, 24/7 airport environment. In this salaried, full-time position, you will support day-to-day operations, ensure exceptional passenger experiences, and partner closely with the Greater Orlando Aviation Authority (GOAA) to create a safe, welcoming, and passenger eccentric airport environment. You will play a key role in coaching and developing front-line teams, resolving operational issues in real time, and upholding high standards of hospitality, safety, and professionalism across all areas.
What You'll Do
- Assist in leading, scheduling, and overseeing a 100+ person customer service team within a 24/7 airport operation at Orlando International Airport.
- Work and implement employee relation projects for employee morale, team building, and retention.
- Support daily operational performance, staffing, and coverage to ensure first-class customer service during all shifts, including peak and irregular operations.
- Provide shoulder to shoulder coaching, mentoring, and performance feedback to team leaders and front-line ambassadors to build strong, passenger-focused teams.
- Model and reinforce high standards of hospitality, professionalism, and service excellence in all passenger interactions.
- Act as an on-the-floor leader, responding to service concerns, operational disruptions, and urgent issues in real time.
- Collaborate with GOAA to implement and support periodic safety initiatives, drills, and compliance efforts.
- Ensure team members adhere to airport security, safety, and operational protocols, including GOAA and company policies.
- Assist with training new employees in areas including customer service standards, safety procedures, and airport-specific protocols.
- Monitor team performance and service quality, identifying trends and recommending process improvements to enhance the passenger experience.
- Build and maintain strong working relationships with airport stakeholders, clients, and partner organizations to support smooth operations.
- Support employee relations, including conflict resolution, recognition, corrective action, and helping to maintain a positive, inclusive work environment.
- Prepare and review shift reports, incident logs, and other documentation related to operations, safety, and customer service.
- Assist in planning and executing staffing plans for holidays, special events, irregular operations, and seasonal traffic changes.
- Communicate clearly and consistently with team members across all shifts, ensuring critical information is shared in a timely manner.
- Participate in regular operational meetings with management and client partners to review performance metrics, challenges, and action plans.
Qualifications
- 5+ years of managerial experience in a customer service or hospitality setting.
- 5+ years of experience working in customer service operations.
- Proven experience leading or supporting large frontline teams in a fast-paced, high-volume environment.
- Strong skills in team development, including coaching, feedback, and performance support.
- Demonstrated ability to build positive client and employee relations and resolve issues professionally.
- Exceptional customer service and hospitality mindset, with a commitment to creating a welcoming passenger experience.
- Ability to address urgent and time-sensitive issues outside of standard operating hours, including nights, weekends, and holidays as needed.
- Ability to stand and/or walk for 10+ hours per day and move throughout large terminal areas as required.
- Strong communication skills in English, both verbal and written, with the ability to communicate clearly with customers, team members, and airport partners.
- Ability to remain calm, empathetic, and solution-focused during stressful situations, operational disruptions, and customer escalations.
- Basic proficiency with standard office and communication tools (e.g., email, scheduling systems, Microsoft Office).
- High school diploma or equivalent required; additional education in hospitality, business, or a related field is a plus.
- Eligibility to work at an airport facility, including the ability to pass required background checks, drug tests, and obtain all necessary airport badges and clearances. Live within 60 minutes of MCO.
About VIP Hospitality LLC
Incorporated in 2004, our company seeks to efficiently elevate the experience of valued patrons and guests served by our contractees exclusively within the hospitality, travel, and tourism industries.