Job Description:

We are seeking skilled and motivated Operations Manager to join our team at Ethos Farm Americas Inc. In this role, you will oversee Guest Experience service at Orlando International Airport, ensuring the achievement of Service Level Agreements (SLAs) related to Quality Service Management (QSM), Customer Experience (CX), Resilience, Personnel Management, Health & Safety, and Training. Reporting to the Director of Guest Experience, this role requires a commitment to excellence, professionalism, and the highest standards of operations and team management. If you are adept in strategic planning, team leadership, operational management, and delivering exceptional customer service, we would love to hear from you.

Responsibilities:

- Oversee the delivery of high-quality service for MCO's Guest Experience team. Maintain relationships with clients to meet their expectations and deliver on those expectations.

- Manage day-to-day operations, including staffing, scheduling, and resource allocation. Coordinate with other departments to ensure successful execution.

- Implement strategies to enhance guest perception of staff as approachable, proactive, and helpful.

- Specify staff accountabilities to align with operational objectives. Conduct operational and personnel audits, achieving high quality team behaviors and presentation standards.

- Monitor compliance with Service Level Agreements through coordination with clients, contract partners and colleagues while maintaining operational standards.

- Perform other related duties as required.

Required Qualifications:

- A minimum of three years’ experience in General Management roles. Experience with luxury retail, hotel and aviation environments is a plus.

- Strong leadership abilities with the capacity to inspire and motivate a team.

- Advanced verbal and written communication.

- Strong problem-solving and interpersonal skills.

Preferred Qualifications:

- Bachelor’s degree in business administration, operations management, or related field.

- Five years’ experience in an operations management role, preferably in luxury retail, hotel, or aviation environments.

- Proven track record in managing operations and delivering on SLAs.

- Knowledge of aviation industry standards.

Ethos Farm

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General Manager of Guest Experience, Orlando MCO Airport