12 days old

Duty Manager, Flight Service

American Airlines
Fort Worth, TX 76102

Location: DFW Intl Apt (DFW-TRML) 
Additional Locations: None
Requisition ID: 32014 


Join us for a career with endless possibilities.

Looking for a job where a passion for innovation, a culture of teamwork, and opportunities for growth are valued and rewarded? You’ve come to the right place.


You don’t have to be an airline aficionado to join American Airlines. It takes more than cool planes to keep us ahead of the curve, and thanks to our team of behind the scenes professionals, we do just that. As the largest airline in the world, American Airlines is in the business of serving the global travel needs of our customers.  At the core of the Company is our commitment to each customer and each employee. We are dedicated to developing and delivering what our customers value and are willing to pay for. Customer-centric planning, innovative marketing, and an exceptional customer experience are supported by a cadre of talented people. 


What does it take to join us? We’re glad you asked! We expect exceptional skills in your discipline and a dedication to being the best as we relentlessly pursue our goal of being not just the largest airline in the world, but also the best airline in the world.


Fortunately, we’re building on almost a century of innovation and firsts in our industry – and we plan to continue that tradition of excellence.

About The Job

​This job is a member of the Flight Service Team, within the Customer Experience Division. Responsible for providing support to Flight Attendants and facilitating the enhancement of the customer experience by achieving on time departures with the incorporation of assisting at the gate prior to departure and by maintaining a visible terminal presence; not just as an ancillary responsibility, but also as a required and essential aspect of the job. This job also serves as part of the daily operational function with a consistent terminal presence. This responsibility will be assigned in accordance with shifts and encompassed within will be daily metrics and accountability tied to the respective terminal zones.

Specifically, you’ll do the following:

  • ​Acts as the liaison with local and system departments, e.g. IOC, Control Center (Tower), Customer Care, Crew Scheduling, Customer Ops, Daily Ops, Catering, Cabin Appearance, Business Partners and the Flight Department. Implements selected policies, as well as ensuring established guidelines are followed and enforced
  • Handles customer service questions and provides Flight Service Management with assistance for inbound and outbound flights
  • Responds to Flight Attendant injuries and aircraft emergencies by providing appropriate guidance and support
  • Conducts coaching and counseling as appropriate, and escalates when necessary
  • Handles Flight Attendant reasonable cause drug and alcohol testing
  • Assists with administrative duties, such as delay investigations, daily and monthly reports pertaining to operational activities
About The Job (Continued)
  • Provides Flight Attendant Tablet support 
  • Notifies rescheduled and reassigned Flight Attendants’ traveling through the base
  • Reviews flights and check for potential crew misconnects
  • Coordinates with Crew Scheduling/Tracking for pre-boarding of flights or re-crewing, if necessary
  • Proactively send Duty Managers and Flight Service Managers to ramp flights in order to mitigate delays
  • Investigates and documents Right Start, IPD (International Premium), IFS( International Flagship Service) delays; also responsible for investigating and documenting Catering delays 15 minutes or greater 
  • Provides status of department and communicate any irregularity, which may impact the daily operation to the Flight Service team

Required Qualifications

  • ​High School diploma or GED equivalency
  • PC, Sabre, DECS, and RES experience
  • Flight Service or Crew Schedule experience
  • Ability to make independent decisions using their own judgement skills
  • Ability to work all shifts, holidays, and overtime as required 
  • Requires rotation of shifts and days off
  • Knowledge and understanding of working with a contract labor group
  • Must fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
  • Must be able to secure appropriate airport authority, if applicable

Additional Locations: None
Requisition ID: 32014 


Posted: 2019-08-06 Expires: 2019-09-05

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Duty Manager, Flight Service

American Airlines
Fort Worth, TX 76102

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