Assistant General Manager

The Assistant General Manager is responsible for supporting the General Manager in leading all Fixed Base Operator (FBO) operations, ensuring the safe, efficient, and customer focused delivery of services. This role is responsible for overseeing Line Service and Customer Service operations, driving operational excellence, fostering employee engagement, maintaining regulatory compliance, and ensuring coordination between departments to achieve exceptional customer experiences and business performance.

Operational Leadership & Service Excellence

• Assist in the overall management of FBO operations, including Line Service and Customer Service functions.
• Directly supervise Line Supervisors and Customer Service Supervisors and provide indirect leadership to operational team members.
• Ensure service delivery standards are consistently achieved and provide service recovery when necessary.
• Lead shift briefings and departmental meetings to communicate operational priorities and expectations.
• Align staffing schedules with customer demand to maintain service levels and operational efficiency.
• Correspond with customers regarding tenant relations, transient business opportunities, and service related matters.
• Meet, greet, and assist customers with travel coordination, including hotel accommodations, ground transportation, catering, and other service requests.
• Serve as a liaison between the FBO and airport stakeholders to maintain positive community and business relationships.

Team Leadership & Talent Development

• Support the recruitment, interviewing, selection, and onboarding of team members.
• Ensure employees receive appropriate training and maintain required training documentation.
• Conduct performance evaluations and provide coaching, counseling, recognition, and corrective action as appropriate.
• Foster a positive, inclusive, and engaging work environment that promotes employee development and retention.
• Create communication channels that encourage collaboration between departments and leadership teams.

Safety, Security & Regulatory Compliance

• Promote and maintain a culture of safety through routine observations, safety meetings, audits, training programs, and documented procedures.
• Ensure compliance with all company policies, standard operating procedures, safety protocols, security requirements, and customer service standards.
• Initiate and coordinate emergency response procedures as required.
• Develop and maintain procedures for aircraft incidents, fires, weather events, and other emergencies.
• Conduct accident and incident investigations, determine root causes, and complete required reporting.
• Manage OSHA 300 reporting requirements and documentation.
• Utilize the company Safety Management System (SMS) to support safety reporting and continuous improvement.

Resource & Facilities Management

• Ensure departments maintain adequate staffing, equipment, supplies, and inventory to support safe and efficient operations.
• Oversee ground support equipment (GSE) and facility maintenance activities.
• Manage relationships with vendors and service providers to support operational needs.
• Monitor fuel quality control programs and ensure compliance with applicable standards.

Administrative & Business Support

• Support site practices and procedures that contribute to profitability, operational consistency, and employee satisfaction.
• Assist with workforce administration activities, including time and attendance processes and new hire documentation.
• Partner with the General Manager to achieve financial, operational, and customer service objectives.
• Perform additional duties and special projects as assigned by leadership.