General Manager, Passenger Services

Overview

We are seeking an innovative and people-centered General Manager of Passenger Services to lead, inspire, and grow our team.

In this leadership role, you will oversee daily airport passenger services operations, focusing on delivering exceptional customer service while ensuring safety, security, and efficiency.

You’ll manage a large team, foster positive relationships with clients, and provide strategic oversight on budgeting and financial processes.

This position offers significant leadership opportunities within a growing organization committed to providing world-class service, fostering employee development, and driving business success.

Annual Salary Range : $55,000 - $65,000

The pay listed is the pay range for this position. Any specific offer will vary based on the successful applicant’s education, experience, skills, abilities, geographic location, and alignment with market data.

You may be eligible to participate in a Company incentive or bonus program.

Benefit Information :

ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM 2024 Employee Benefits Staff & Management .

Key Responsibilities

Leadership and Team Development : Lead and motivate a diverse team of up to 100 staff members, ensuring that everyone feels supported and empowered to deliver outstanding passenger services.

You’ll foster an inclusive and collaborative work environment where team members are encouraged to grow and succeed.

Operational Excellence : Oversee the development and implementation of best practices for quality management, safety, and customer service.

Ensure that daily operations run smoothly and efficiently, maintaining high standards of service for all passengers.

Client Relations : Build and nurture strong relationships with clients, from property management to senior executives. Be responsive to client needs, proactively addressing concerns, identifying opportunities, and ensuring client satisfaction.

Financial Oversight : Support budget preparation, vendor management, and cost-saving initiatives. Manage payroll reporting, prepare monthly financial reports, and ensure that financial targets are met through effective time management and scheduling.

Safety and Security : Collaborate with the Safety / Quality team to implement a metrics-driven safety, quality, and security program.

Lead by example in creating a safe and secure work environment for both employees and passengers.

Recruitment and Retention : Work closely with the human resources team to attract, hire, and retain top talent. Ensure the team remains customer service-focused and motivated, while offering opportunities for continuous learning and development.

World-Class Training : Deliver engaging, comprehensive training programs to ensure all team members remain focused on providing an outstanding passenger experience.

Promote continuous learning and improvement in customer service standards.

Scheduling and Staffing : Maintain optimal staffing levels by working with shift managers and supervisors. Accommodate client requests for increased or decreased staffing and ensure future schedules are prepared and communicated effectively.

Communication and Reporting : Establish and maintain open lines of communication with staff, co-workers, and clients. Provide timely reports, correspondence, and updates to key stakeholders.

Maintain effective working relationships with passengers, team members, and clients.

Compliance and Standards : Ensure adherence to all safety, security, and quality standards as set by the company, clients, and regulatory authorities.

Qualifications

• High school diploma or GED required; further education is a plus.
• At least five (5) years of experience in a customer-focused environment, ideally in an airport or high-volume hospitality setting.
• Minimum of three (3) years of management experience, demonstrating leadership in team development and operations.
• Experience in budgeting, expense control, and scheduling.
• Excellent communication, leadership, and problem-solving skills.
• Ability to meet all requirements for obtaining an airport SIDA badge.

Why You’ll Love Working Here

Leadership & Growth : ABM is committed to developing strong leaders through ongoing mentorship, training, and professional development opportunities.

You’ll have a chance to grow your leadership skills and advance in your career.

Inclusive Culture : ABM believes that diversity is our strength. We are dedicated to fostering an inclusive workplace where everyone can contribute their unique talents and perspectives.

You’ll be part of a team that values collaboration and respect.

Impact & Purpose : As General Manager, your work will have a direct impact on the passenger experience. You’ll play a key role in ensuring smooth operations and providing a safe, welcoming environment for travelers.

Work-Life Balance : ABM understands the importance of balancing work and personal life. Our supportive environment allows you to thrive both professionally and personally.

Join Us

If you’re passionate about leading teams, creating positive passenger experiences, and growing in a forward-thinking organization, we invite you to apply.

At ABM, we provide the opportunity to lead with purpose and drive meaningful change.