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Title:  Supervisor Airports


Guatemala City, GT, 01013

Req ID:  22762

Position Location (GUA-Guatemala City)


Position Summary:
The Airports Supervisor leads, develops and maintains strategic relationships with JetBlue Crewmembers, internal departments, and Customers; depending on the specific station, this responsibility may extend to Business Partners as well. The Supervisor serves Airports Crewmembers as well as Business Partners, when applicable, through timely coaching and mentoring, ultimately contributing to the successful development of a growing team environment. The Supervisor will collaborate and partner closely with Manager(s) in the execution of the operational strategy to ensure success of our Customer interactions, control costs, drive revenue, and uphold safety standards.

Airports Supervisors will oversee one or both of the following teams:
• Airport Operations: The Airports Operations team is responsible for safely performing all processes above the wing, where required, including but not limited to Customer check-in, tagging and accepting baggage, boarding of flights, connecting Customers, irregular operations, Baggage Service Office (BSO) and cleaning of aircraft.
• Ground Operations: The Ground Operations team is responsible for safely performing all processes below the wing, where required, including but not limited to bag room, loading of baggage, transfer baggage, safety compliance, cleaning of aircraft, and ensuring the safe operation of all aircraft.

Essential Responsibilities:
• Supports and coaches Airports Crewmembers and/or Business Partners, encourages engagement, and takes a significant role in their development and growth achievement through effective performance management and ongoing constructive formal and informal feedback.
• Provides exceptional service to both internal and external Customers by leading and overseeing the delivery of hospitality and JetBlue Promises, which are in-line with the high expectations Customers have for JetBlue. Responsible for resolving and handling escalated issues with Customers, Crewmembers and/or Business Partners.
• Directs and guides Airports Crewmembers and/or Business Partners through operational issues while coordinating efforts with all applicable stakeholders throughout the operation in order to ensure effective day-to-day collaboration and accountability
• Collaborates with Business Partners to ensure we are meeting all operational metrics and planning and coordinating shift schedules, work assignments, and accommodating Customers during irregular operations
• Able to strategically identify operational challenges and implement improvements to maximize and ensure success of on-time performance initiatives
• Supports General Manager in the execution of the operational strategy and assumes General Manager responsibilities when the General Manager is not available
• Accountable to Senior Management for monitoring and executing the safety and security programs at the station to ensure a safe and secure workplace for Crewmembers, Customers, business partners, aircraft, ground service equipment, facilities and ground handling operations-- responsible for meeting federal and local requirements
• Briefs Crewmembers and/or Business Partners prior to each shift and reports all relevant information concerning shift to Crewleader on duty, including any maintenance issues or cancellations
• Obtains and stays current on Airport Operations and/or Ground Operations qualifications, as required
• Ensures that policies and procedures are conducted in accordance with applicable federal and local regulations and standards, including escalating any non-compliance to Leadership, and advising of any other escalated operational issues while monitoring events.
• Reports and provides operational feedback and performance to leadership either through verbal or written means of communication
• Serves as Ground Security Coordinator and is responsible for the safety and security of ground handling operations where applicable.
• Ensures that Company’s cash management policies are followed. Responsible for reconciling cash and payments on a daily basis
• Assists internal and external Customers and perform day-to-day Crewmember functions as necessary
• Other duties as assigned, including special projects

Minimum Experience and Qualifications:
• High School Diploma or General Education Diploma (GED)
• Three (3) years Customer service, sales, or airline experience, OR one (1) year JetBlue CEX experience
• One (1) year of leadership or Supervision experience, preferably in the Airline industry
• Must be able to read, write, and speak English and native language of the station
• Able to travel and/or work flexible shifts, including holidays and weekends
• Able to stand continuously up to four (4) hours at a time
• Ability to perform under pressure and fixed time constraints
• Good standing in Attendance, Performance  and Safety
• Must be able to use handheld radios and microphones to communicate with operations and make all terminal announcements
• Able to work with various forms of payment (cash, credit cards, travelers checks, etc)
• Proficient knowledge in Microsoft Services Depending upon location, may need to possess and maintain a valid Driver License from the state of your primary residence
• Must be able to acquire and maintain a valid Security Identification Display Area (SIDA) Badge
• Depending on location, may need to acquire and maintain a United States Customs Clearance
• Available for occasional overnight travel (10%)
• Must be able to acquire a valid business visa to travel to the United States
• Pass a ten (10) year background check and pre-employment drug test
• Legally eligible to work in the country in which the position is located

Preferred Experience and Qualifications:
• Two (2) years airline supervision or lead experience
• Knowledgeable in Airport Operations and/or Ground Operations
• Excellent time management and prioritization skills
• Excellent Customer service skills
• Outstanding leadership capabilities, with ability to lead, train and motivate
• Ability to think creatively

Crewmember Expectations:
• Regular attendance and punctuality
• Well-groomed and able to maintain a professional appearance
• When working or traveling on JetBlue flights, and if time permits, all capable Crewmembers are asked to assist with light cleaning of the aircraft
• Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun
• Able to travel and/or work flexible shifts, including holidays and weekends
• Able to stand continuously up to four (4) hours at a time
• Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy and behavioral standards
• Identify safety and/or security concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue’s confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report(SAR))
• Adhering to all applicable laws, regulations (FAA, OSHA, DOT, etc.) and Company policies, procedures and risk controls
• Upholding JetBlue’s safety performance metric goals and understanding how they relate to their duties and responsibilities

• Computer and other office equipment
• For Ground Operations Supervisors, Ground service equipment (GSE), hand held radios, scanners, light emitting diode (LED) signs, mail and cargo equipment as necessary (Ground Operations Crewmembers)
• Public Address System
• Jetbridge and/or airstairs
• Informational Display Screen systems (RIDS, FIDS, BIDS, GIDS, SPIDS)
• Free-standing computer kiosks used to identify and process Customer reservations

Work Environment:
• Airport environment
• Subject to weather and elevated noise levels within airports
• Ability to stand for an extended period of time
• Required to do shift work and irregular hours due to irregular operations

Physical Effort:
• Moderate physical activity required by handling objects up to fifty (50) pounds frequently and/or seventy to one hundred (70-100) pounds occasionally with the assistance of other people or tools and  be in a position where bending, crouching, kneeling, etc. is needed.

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