JOB SUMMARY: The Airport Concessions Coordinator is responsible to the Chief Commercial Officer (CCO) for the overall execution and efficiency of the concessions program at ORF, to include food, beverage, retail and vending operations, display advertising, and car rentals. This position will remain aware of all activities within their area of responsibility as well as respond and report on the events during regular and irregular airport operations. Other responsibilities include coordinating with airport tenants and concessions operators, coordinating construction activities, assisting in enforcing operating rules, regulations, provisions of contracts, and lease agreements, and is the Airport Concessionaire Disadvantaged Business Enterprise Liaison Officer (ACDBELO).

 

ESSENTIAL JOB FUNCTIONS: The following duties are typical for this position. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.

Works with the airport tenants and concession representatives to facilitate the customer service and experience throughout the airport during normal and irregular operations.
Conducts inspections of and maintains a presence in the terminal facilities to enforce operating rules, regulations, policies, and provisions of contracts.
Assist with managing concession agreements, leases, contracts, permits, and licenses with existing or potential concessionaires and vendors supporting the airport concession program, including oversight of the ACDBE program.
Analyze opportunities and constraints to determine the highest and best use of the existing airport concession and support spaces to increase efficiency in airport operations.
Collaborate and coordinate with the airport’s Marketing Department & Customer Experience Division to support tenant relationships and maintain relevant and effective communication with existing and prospective concession tenants in pursuit of tenant retention, operational efficiencies, and positive passenger experiences.
Collaborate and coordinate with the airport’s Facilities Department & Building Maintenance Division to support the concessions program and ensure timely documentation and resolution to maintenance issues.
Monitor concession tenants for compliance and make recommendations to the CCO regarding related policies, programs, activities, facility improvements and other matters related to the operation and maintenance of the existing facilities and concessions program.
Serve as the primary point of contact for tenant and concession operator inquiries and complaints. Respond to and resolve or escalate to the CCO, internal and external inquiries, and complaints by timely investigation of issues and utilizing effective communication and negotiation skills.
This position may be deemed to be essential personnel as part of NAA’s Airport Emergency Plan and may be required to respond to airport incidents as directed by the Chief Operations Officer and/or the CEO or designee.
Monitors and enforces airport rules and regulations and adheres to all NAA policies and guidelines.
Performs all other duties as assigned and directed.
Administer and adhere to all Authority policies and guidelines.
KNOWLEDGE, SKILLS, AND ABILITIES: The following generally describes the knowledge, skills and abilities required to enter the job and/or be learned within a short period of time to successfully perform the assigned duties.

Knowledge of principles, methods, practices, and techniques involved in food and beverage and retail management, contract administration and compliance, and tenant relations.
Ability to interpret legal property descriptions, lease agreements, and contract terms and conditions.
Ability to conduct regular on-site visits to ensure adherence to contract terms; review contracts and inspect facilities; document and follow-up on property maintenance and issues involving non-compliance.
Ability to collect, evaluate and interpret appropriate and applicable data and analytics on concession program performance and make recommendations for improvements.
Knowledge of principles and practices of program and project planning with the ability to work with internal staff and external contractors to facilitate and coordinate concessions performance and construction project activities.
Ability to exercise independent judgment and initiative within established guidelines including the use of tact and diplomacy in dealing with difficult and sensitive people, issues, and situations.
Ability to understand, interpret and respond to tenant and other customer and stakeholder needs and expectations; apply sound, creative problem-solving techniques to resolve difficult concessions management issues, and cultivate positive tenant relations and communications.
Ability to work extended hours and be on-call for tenants and concession operators during irregular airport operations.
EDUCATION/TRAINING:

Bachelor’s degree (desired) from an accredited college or university, preferably in business administration, property management, hospitality industry, airport management or a related field of study or relevant experience.
·         Two years of the appropriate type and level of experience will serve as an equivalency to one year of education. In lieu of a bachelor’s degree, eight years of relevant experience can be substituted.

 

EXPERIENCE:

Three (3) years of full-time work experience in the retail sales & management industry, including food & beverage and retail, tenant relations and lease administration.
Knowledge of airport concessions, ACDBE program, commercial development projects at airports, rental cars, and airline/airport operations are preferred.
Knowledge of MS Office applications including Word, Excel, PowerPoint, Outlook and SharePoint as well as virtual meeting platforms including Teams, Zoom and Skype.
Strong communication skills including writing, public speaking and presentation skills with ability to establish and maintain effective working relationships with Airport customers and employees as well as
NAA leadership and employees.

Be a critical thinker who can manage several priorities at once, with a high level of attention to detail, and monitor programs, contracts, and agreements in order to make recommendations to NAA management.
CERTIFICATIONS:  Industry training and certifications are preferred.
SPECIAL REQUIREMENTS:

Possess a valid driver’s license and must meet NAA driving record requirements.
Ability to obtain and maintain eligibility to hold a Security Identification Display Area (SIDA) badge as may be required by assigned job duties and responsibilities.
EQUIPMENT OPERATION: Motor vehicles, standard office equipment, mobile office devices, two-way radio.

PHYSICAL & MENTAL DEMANDS: Persons with disabilities may be able to perform the essential duties of this class with reasonable accommodation. Reasonable accommodation will be evaluated on an individual basis and depends, in part, on the specific requirements for the job, the limitations related to disability and the ability of the hiring department to accommodate the limitations.

Normal job duties require the ability to reach, bend and stoop in an office environment.

WORKING CONDITIONS/HAZARDS: Working conditions may result in some physical discomforts and/or moderate exposure to hazards due to temperature, dust, noise from aircraft, and extensive hours during snow removal/abnormal operations.

DRIVING RECORD REQUIREMENTS: All drivers must be at least 21 years of age, licensed for at least 3 years, have the type of license required by their state for the vehicles operated and meet the following driving record standards.

·         License is active and NOT suspended.

·         Any employee or applicant who has been licensed in their state for less than 3 years must provide a copy of their previous driving record to Human Resources.

·         An employee or applicant may have a North Carolina or Virginia driver’s license as long as they reside in that state.

An “unacceptable” DMV driving record includes the following violations during the most recent 3-year period:

▪ Committing a Felony with a Motor Vehicle

▪ DWI/DUI

▪ Drug Offense

▪ Eluding a Police Officer

▪ Foreign citizens with no historical driving record available to us

▪ Hit Run / Leaving the Scene of an accident

▪ Lending an Operator’s License or Registration to Another

▪ Open Container Violation

▪ Passing a Stopped School Bus

▪ Racing or Speed Contest Violation

▪ Reckless Driving

▪ Speeding 25 mph, or more, above speed limit

▪ Suspended License History – Drivers who have had 3 or more license suspensions as a result of        moving violations

▪ Temporary Operator’s Permit

▪ Two or more at fault accident convictions

▪ Vehicle Manslaughter/Homicide

▪ Three or more moving violations within the past 12 months

Note: Texting or cell phone violations are considered moving violations because they increase the chance of being in an accident.