Concessions Operations Manager
The Allegheny County Airport Authority ACAA invites you aboard our mission to create meaningful travel experiences in the aviation industry.
As Pittsburgh's gateway to the world, both Pittsburgh International Airport and Allegheny County Airport serve as beacons of change and connectivity for our region.
As a member of our crew, you will directly serve, inspire, and advance our community in significant ways that impact the daily lives of others and the future of our organization.
Whether you have a passion for travel, an appreciation for aeronautics and aviation, or an unparalleled love for the city of Pittsburgh, ACAA provides the opportunity for the next chapter of your career to take flight.
Our culture is one that emphasizes high performance, innovation, and learning.
We know that those things only happen when everyone who works in an organization is properly empowered, equipped, and enabled in their roles to make an impact.
At ACAA success is a shared responsibility, and we look forward to supporting and developing the unique strengths you could bring to our team.
Job SummaryUnder the limited direction of the Director of Landside & Terminal Operations, the Manager of Concession Operations inspects, monitors and tracks the activities of food & beverage, retail, and service concessions located at Pittsburgh International Airport, to ensure that all venues are operating according to the performance standards set forth by the Authority through contract, regulation, or operational need.
This position requires the ability to establish procedures, enforce standards, drive operational results, improving the customer experience.
This position serves as the Airport concessionaire's primary point of contact for operational matters.
This position requires maintaining excellent tenant relations through proactive problem resolution.
Here is how the Manager, Concession Operations will help:
Establish databases determining and analyzing trends and/or areas in need of improvement.
Synthesize data into quantitative metrics for trend analysis.
Regularly report findings to the Commercial Development Division.
Escalate unresolved performance matters.
Ensure Airport Operations Supervisors complete daily inspections of the concession premises, both public and non-public, monitoring compliance against airport performance standards.
Determine variances in operational performance.
Identifies shortfalls and determine root cause(s).
Coordinates the implementation of corrective action.
Tracks resolution lifecycle.
Identify systemic facility condition issues impacting concessionaire operations with ACAA Facilities Maintenance and/or other internal departments for resolution.
Communicates directly with concessionaires to assign and manage contract compliance issues.
Document all actions undertaken including logging telephone communications.
Leverage ACAA resources to maintain concessionaire continuity of operations, delivering consistent high performing retail experiences, commensurate with customer demand.
Lead periodic scheduled compliance audit inspections of concessionaires.
Develop and communicate corrective action plans to concessionaires for prompt resolution.
Track progress of corrective action and escalate roadblocks when encountered.
Maintain records of all audits.
Coordinate maintenance, repair or cleaning of concessionaire premises if concessionaire is unable, unwilling or not responsible to address.
Develop, maintain and enforce concessionaire trade hours based upon airline schedules.
Responsible to maintain current concessionaire contact information for enterprise distribution.
Assist Landside & Terminal Operations Division response efforts during emergency and irregular operations.
Establishes priorities and makes timely decisions under stressful conditions when responding to emergencies and incidents of various size, scope, and scale.
Takes charge until relieved by a higher authority.
Responds to inquiries and complaints from internal and external sources while working with the appropriate concessionaires to gather information or rectify the situation.
Participates in regular meetings with concessionaire managers as well as other airport divisions concerning concession quality and operational issues.
Assists the Commercial Development Division in executing new entrant onboarding programs.
In conjunction with the Fire Department and Airport Security, develop and lead concession employee training efforts related to emergency procedures and reporting requirements (unattended bag, medical emergency, bomb threat, fire, criminal activity).
Ensure contract continuity and service functionality for concession vendors to include but not limited to hood cleaning, waste oil collection, grease trap servicing, pest control, HVAC servicing, and terminal delivery logistics.
Assists in other areas as assigned.
The successful candidate for the role of Manager, Concessions Operations will demonstrate the following key competencies needed in our culture:
Communication - Able to clearly articulate goals and objectives to the team; Listens for understanding first with peers, superiors and subordinates; Strategic Thinking - Able to problem-solve for short-term (quarterly) challenges to accomplish key goals; Able to develop plans to achieve efficient, on-time results Team Leadership - Lead and anticipate the pace and process of change effectively; Drive talent development as a team and individually; Takes accountability for team results; Recognizes and rewards excellence on the team Customer Centricity - Motivates team to identify new ways to improve customer experience; Identifies systemic improvements that could positively impact customers QualificationsRequirements to apply for the role of Manager, Concession Operations are:
Associates degree in hotel, brick & mortar retail, restaurant management, aviation management or a related field; Three (3) years of supervisory experience in a hotel, food& beverage airport, or retail mall environment including duties such as:
quality assurance, customer service program development, and tenant/landlord relations.
Possess or obtain prior to employment a valid Pennsylvania Class C driver's license.
Note:
license must be maintained throughout employment.
We also expect that candidates will demonstrate the following knowledge, skills, and abilities in most cases:
Manage multiple projects and meet deadlines; Function independently and exercise considerable judgment in the resolution of problems; Solve practical problems and deal with numerous variables in situations where limited standardization exists; Extensive analytical and organizational skills, and the ability to function effectively in a fast-paced environment; Be proficient in Microsoft Office software including Word, Excel, Power Point, Access and Outlook.
Ability to respond calmly and effectively in emergencies, and effectively manage sensitive and tense situations; Considerable interpersonal skills:
tactful, mature, fair and consistent; Ability to accurately interpret and evaluate tenant compliance to concession leases and property agreements; Knowledge of FAA guidelines surrounding the use of non-aeronautical property; Ability to establish and maintain effective working relationships with the general public, current and potential customers, agencies and co-workers; Understand TSA 1542 as it applies to terPI226621146 Recommended Skills Analytical Auditing Aviation Beverage Products Communication Coordinating Estimated Salary: $20 to $28 per hour based on qualifications.
As Pittsburgh's gateway to the world, both Pittsburgh International Airport and Allegheny County Airport serve as beacons of change and connectivity for our region.
As a member of our crew, you will directly serve, inspire, and advance our community in significant ways that impact the daily lives of others and the future of our organization.
Whether you have a passion for travel, an appreciation for aeronautics and aviation, or an unparalleled love for the city of Pittsburgh, ACAA provides the opportunity for the next chapter of your career to take flight.
Our culture is one that emphasizes high performance, innovation, and learning.
We know that those things only happen when everyone who works in an organization is properly empowered, equipped, and enabled in their roles to make an impact.
At ACAA success is a shared responsibility, and we look forward to supporting and developing the unique strengths you could bring to our team.
Job SummaryUnder the limited direction of the Director of Landside & Terminal Operations, the Manager of Concession Operations inspects, monitors and tracks the activities of food & beverage, retail, and service concessions located at Pittsburgh International Airport, to ensure that all venues are operating according to the performance standards set forth by the Authority through contract, regulation, or operational need.
This position requires the ability to establish procedures, enforce standards, drive operational results, improving the customer experience.
This position serves as the Airport concessionaire's primary point of contact for operational matters.
This position requires maintaining excellent tenant relations through proactive problem resolution.
Here is how the Manager, Concession Operations will help:
Establish databases determining and analyzing trends and/or areas in need of improvement.
Synthesize data into quantitative metrics for trend analysis.
Regularly report findings to the Commercial Development Division.
Escalate unresolved performance matters.
Ensure Airport Operations Supervisors complete daily inspections of the concession premises, both public and non-public, monitoring compliance against airport performance standards.
Determine variances in operational performance.
Identifies shortfalls and determine root cause(s).
Coordinates the implementation of corrective action.
Tracks resolution lifecycle.
Identify systemic facility condition issues impacting concessionaire operations with ACAA Facilities Maintenance and/or other internal departments for resolution.
Communicates directly with concessionaires to assign and manage contract compliance issues.
Document all actions undertaken including logging telephone communications.
Leverage ACAA resources to maintain concessionaire continuity of operations, delivering consistent high performing retail experiences, commensurate with customer demand.
Lead periodic scheduled compliance audit inspections of concessionaires.
Develop and communicate corrective action plans to concessionaires for prompt resolution.
Track progress of corrective action and escalate roadblocks when encountered.
Maintain records of all audits.
Coordinate maintenance, repair or cleaning of concessionaire premises if concessionaire is unable, unwilling or not responsible to address.
Develop, maintain and enforce concessionaire trade hours based upon airline schedules.
Responsible to maintain current concessionaire contact information for enterprise distribution.
Assist Landside & Terminal Operations Division response efforts during emergency and irregular operations.
Establishes priorities and makes timely decisions under stressful conditions when responding to emergencies and incidents of various size, scope, and scale.
Takes charge until relieved by a higher authority.
Responds to inquiries and complaints from internal and external sources while working with the appropriate concessionaires to gather information or rectify the situation.
Participates in regular meetings with concessionaire managers as well as other airport divisions concerning concession quality and operational issues.
Assists the Commercial Development Division in executing new entrant onboarding programs.
In conjunction with the Fire Department and Airport Security, develop and lead concession employee training efforts related to emergency procedures and reporting requirements (unattended bag, medical emergency, bomb threat, fire, criminal activity).
Ensure contract continuity and service functionality for concession vendors to include but not limited to hood cleaning, waste oil collection, grease trap servicing, pest control, HVAC servicing, and terminal delivery logistics.
Assists in other areas as assigned.
The successful candidate for the role of Manager, Concessions Operations will demonstrate the following key competencies needed in our culture:
Communication - Able to clearly articulate goals and objectives to the team; Listens for understanding first with peers, superiors and subordinates; Strategic Thinking - Able to problem-solve for short-term (quarterly) challenges to accomplish key goals; Able to develop plans to achieve efficient, on-time results Team Leadership - Lead and anticipate the pace and process of change effectively; Drive talent development as a team and individually; Takes accountability for team results; Recognizes and rewards excellence on the team Customer Centricity - Motivates team to identify new ways to improve customer experience; Identifies systemic improvements that could positively impact customers QualificationsRequirements to apply for the role of Manager, Concession Operations are:
Associates degree in hotel, brick & mortar retail, restaurant management, aviation management or a related field; Three (3) years of supervisory experience in a hotel, food& beverage airport, or retail mall environment including duties such as:
quality assurance, customer service program development, and tenant/landlord relations.
Possess or obtain prior to employment a valid Pennsylvania Class C driver's license.
Note:
license must be maintained throughout employment.
We also expect that candidates will demonstrate the following knowledge, skills, and abilities in most cases:
Manage multiple projects and meet deadlines; Function independently and exercise considerable judgment in the resolution of problems; Solve practical problems and deal with numerous variables in situations where limited standardization exists; Extensive analytical and organizational skills, and the ability to function effectively in a fast-paced environment; Be proficient in Microsoft Office software including Word, Excel, Power Point, Access and Outlook.
Ability to respond calmly and effectively in emergencies, and effectively manage sensitive and tense situations; Considerable interpersonal skills:
tactful, mature, fair and consistent; Ability to accurately interpret and evaluate tenant compliance to concession leases and property agreements; Knowledge of FAA guidelines surrounding the use of non-aeronautical property; Ability to establish and maintain effective working relationships with the general public, current and potential customers, agencies and co-workers; Understand TSA 1542 as it applies to terPI226621146 Recommended Skills Analytical Auditing Aviation Beverage Products Communication Coordinating Estimated Salary: $20 to $28 per hour based on qualifications.
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