Overview
The General Manager is accountable for providing optimal customer relations, acting as liaison with all departments, stakeholders (Janitorial Services, Commercial Services, Airlines, TSA, Port Authority). Actively ensuring that service is prompt, responsive, effective and that inter- departmental concerns are addressed and resolved. Reports to ABM Station Director. Also responsible for overall contract customer satisfaction, service delivery levels and financial performance to ensure they meet or exceed contract scope, terms and conditions.
Pay: $100,000 - $115,000
The pay listed is the salary 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.
Benefits: ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM 2024 Employee Benefits | Staff & Management
401(k) – You become eligible to make personal contributions beginning the first of the month following 30 days of employment. You become eligible for the ABM match beginning the first of the month following six months of employment. ABM matches your pre-tax and/or Roth contributions, dollar for dollar, for the first 3%. For the next 2%, ABM contributes $0.50 for each dollar you contribute. Your contributions and match are immediately vested.
The Director of Client Service is accountable for providing optimal customer relations, acting as liaison with all departments, stakeholders (LGP, Facility Services, Passenger Services, Commercial Services, Airlines, TSA, Port Authority). Actively ensuring that service is prompt, responsive, effective and that inter- departmental concerns are addressed and resolved. Reports to ABM Station Director. Also responsible for overall contract customer satisfaction, service delivery levels and financial performance to ensure they meet or exceed contract scope, terms and conditions.
Essential Functions
This position is accountable for providing optimal customer relations and janitorial management for the assigned facility in a cost-effective manner. Reports to ABM Station Director. Also responsible for overall internal contract customer satisfaction, service delivery levels and financial performance to ensure they meet or exceed contract scope, terms and conditions.
RESPONSIBILITIES:
- Ensures optimal customer relations by maintaining constant communications with customer, vendors, and all airport stakeholders.
- Acts as liaison with all customer departments, actively ensuring that service is prompt, responsive, effective and that inter-departmental concerns are addressed and resolved.
- Manage and maintain governance compliance
- Manage and directs all support functions
- Training
- Finance
- HR
- Recruiting
- Safety
- Auditing
- Communicate effectively with employees, clients, stakeholders and regulatory authorities to ensure the Terminal delivers the number one performance metrics to ensure fulfillment of performance requirements.
- Communicate progress, risks, expectations, timelines, and other key project metrics to internal and external customer.
- Continually seek opportunities to increase customer satisfaction.
- Work closely with our Safety/Service Quality team to execute a vigorous metric-based safety, service quality, and security program. Manages and oversees collection, organizing and production of KPI.
- Manages and oversees employee incentive programs.
- Manages and oversees Employee Experiences.
- Supports, manages and encourages innovation, constantly striving for improvement and elevating guest and employee experience in all facets of the facility from the environment to passenger experience.
- Provides regular Weekly, Monthly, Quarterly, Annual written status reports to customer and ABM management. Presents status and/or performance reports as necessary to keep customer management conversant with atypical occurrences, unusual staffing challenges, potential building related interruptions, etc.
- Complies with customer and ABM corporate policies (personnel, accounting, technical service, safety and health, ethical conduct, etc.) communicates to subordinates and ensures subordinate compliance.
- Ensures that federal, state and local regulatory requirements are met including DER, OSHA, FLSA, EEO, ADA, etc.
- Schedules and coordinates over-all work priorities, with director reports.
- Reviews completed work regularly and ensures that quality standards are met or exceeded to the satisfaction of the customer.
- Develops and negotiates minor projects as assigned.
- Assist in purchasing program; approves major purchases; audits purchasing delegated to subordinates.
- Designs and implements administrative systems where ABM or customer standard systems do not exist or must be extensively modified.
- Ensures through subordinate managers that staff receives adequate technical, administrative and other training; participates in training of direct subordinates and supervisors.
- Manages staff in accordance with ABM employee relations philosophy and policies; hires, terminates, recommends salary changes, conducts performance appraisals, counsels and disciplines as necessary; communicates and administers ABM personnel policies.
- If applicable, ensures that labor contract requirements are met; makes routine contract interpretations as required; and maintains a harmonious working relationship with union representatives. Organizes and participates in facility audit activities.
Minimum Requirements
- Minimum of a High School Diploma/GED required. Some college or a college degree preferred.
- Demonstrated customer service orientation and skills.
- Has managed a large department with multiple building and sites.
- Has had full budget financial responsibility for a large department.
- Has directly managed an integrated facilities model that includes janitorial, floor care and customer service with at least 300 indirect employees
- Demonstrated expertise in verbal and written communications.
- Demonstrated willingness to work non-standard days and hours as required.
