321008.Concession Compliance Manager

 CONCESSIONS COMPLIANCE MANAGER

GENERAL DESCRIPTION

Under the general direction of the Senior Manager, the Concessions Compliance Manager will support the Concessions program and will be responsible for a broad and diverse range of assignments.

The Concessions Compliance Manager is responsible for assisting in creating and enforcing contractual requirements, assessing Concessionaires' and Service Providers' compliance as specified in Lease and Concessions contracts and the Concessions Handbook, policies and procedures as promulgated by the Tenant Work Permit process, and Authority policies, standard procedures, and operating directives.

The Concessions Compliance Manager ensures all related concession operations are well staffed, clean, and safe at all times and that Concessionaires are in compliance with their agreements by completing formal semi-annual audits and regular walk-throughs.

 

ESSENTIAL FUNCTIONS

·       Manages and monitors the day-to-day concessions program operation, including the online ordering program, and is the Concessionaires first point of contact.

·       Assist in managing the agreements for concessions, the Concessions Receiving and Distribution Center Management, and vending, with a particular focus on compliance and standards.

·       Offers support in preparing the annual fiscal year operating budget.

·       Makes recommendations for operational improvements and efficiencies.

·       Works closely with the Concessionaires, CRDC leaders, outside agencies, other Airport tenants, and internal teams for inspections of all concession locations and support facilities; inspects for cleanliness, safety hazards, preventative maintenance, and any other work required.

·       Creates, produces, obtains, and maintains all compliance daily, weekly, monthly, and annual reports as required by the Senior Manager, Airport Concessions.

This includes, but is not limited to, annual Performance Audits, Security and Operational violations, hours of operation, and other compliance-related reports.

It is expected that the Concessions Compliance Manager will obtain a working knowledge of these reports and recommend enhancements as needed.

·       Collaborate with other Authority departments, in particular, Terminal Operations, Maintenance, Planning & Development, Real Estate, Guest Services, and Procurement as needed and maintain excellent relationships.

·       Supports Senior Manager, with customer service inquiries and/or complaints related to airport concessions, including responding to wi-fi survey responses, customer service emails, and inquiries in a timely manner.

This also includes refund requests for the online ordering program to ensure requests are resolved timely.

·       Resolves internal requests, questions, and complaints, frequently requiring analysis of situations to determine the best use of resources and proposing corrective actions.

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