Director Airport Operations & Guest Services
Virgin America - Burlingame, CA

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Departmental Statement
Virgin America’s Guest Services is a team of energetic, focused, and flexible people who have fun at what they do. Our role is to provide our guests with personalized service dedicated to ensuring that the entire travel experience is enjoyable and hassle free.

Main Purpose of the Role
The Director, Airport Operations and Guest Services Support will be responsible for Policies & Procedures, Cleaning and Quality. This position will also be responsible for Guest Relations, Baggage Service, and Operations Control Center Guest Services Support. In addition this position will be responsible for supporting technology, reporting, budget, analytics and continuous improvement.

Main Areas of Responsibility
The Director of Airport Operations and Guest Services will report directly to the Vice President of Airports and Guest Services

Additionally, this individual will be responsible for the following:
  • Oversee activities such as projects, setting and consistently achieving and exceeding goals and objectives, creating culture of continual learning, employee growth, innovation and improvement
  • Providing direction, leadership, motivation, and maintaining a focus on cost control
  • Be a contact for interacting with airport and local government authorities
  • Promote and seek to constantly improve the efficiency and consistency of airport operations and guest service
  • Complete all other tasks as assigned by the VP of Airports and Guest Services and other senior leadership
Professional Experience Required
  • Extensive experience in leading teams
  • Extensive background in Airport Operations
  • Project management experience in airport environments
Skills & Abilities Required
  • Ability to motivate, mentor, lead, coach, and develop staff is absolutely critical
  • Natural feel for and passion towards exceptional service
  • Ability to gauge impact of expenditures on guest satisfaction
  • Keen understanding of and fit with the Virgin brand and culture
  • Strong communication skills and ability to multitask
  • Strong knowledge of Microsoft Office Suite
  • Demonstrated analytical skills
Job Requirements
  • Travel will be required.
Professional Certifications and Education Required
  • Bachelor’s degree required
  • Master’s degree preferred