Job Code
Employment Status
Full Time
Travel Involved

Charter Services Operations Manager

Job Description

The Charter Services Operations Manager oversees all day-to-day operational functions related to the Fly Borgata Program including customer service, flight booking process, charter experience, ground transportation, air transportation, and hotel accommodations. 


  • Manages the activities of the Charter Services Coordinator.
  • Responsible for yielding, flight inventory and waitlist booking.
  • Works diligently to support the S.H.O.W. Service Basic Standards culture and team philosophy throughout the property.
  • Qualifies all Charter Services patrons for complimentaries including air, hotel, and amenity and transportation utilization. 
  • Gives discretionary complimentaries to casino guests as needed.
  • In charge of proper yielding of the flights to ensure appropriate patron reinvestment, and optimal operational efficiencies.
  • Works closely with other departments such as Customer Care, Database Marketing, Relationship Marketing, Transportation, Front Desk, and M Life Desk.
  • Works closely current aircraft vendor, transportation vendor and all FBO operators.
  • Oversees and ensures all flight functions are completed by the Fly Borgata Team including but not limited to:
  • Maintaining close weekly communications current airline vendor
  • Processing of reservations
  • Customer Service
  • Maintaining passenger load counts;
  • Oversee room blocks for flights
  • Reviewing all flight and hotel reservations prior to arrival
  • Creating M Life accounts, as needed
  • Office Schedules to cover flight duties
  • Required departmental logs
  • Ensuring aircraft vendor receives required information on time;
  • Greeting and seeing out all charter groups;
  • Responsible for communicating any and all Fly Borgata information to various departments.
  • Oversees and approve the Accounts Receivable log for refunds and cancellation charges.
  • Approves flight criteria, monitors flight pacing, and approves adjustments to criteria when necessary.
  • Directly communicates with the Department of Transportation on all flight additions, cancellation or changes.
  • Collaborates with Database Marketing on direct mail and eblast message content and drop timing.
  • Monitors market response and tailors offers by market, as needed.
  • Acts as the primary liaison with all internal departments and Fly Borgata.
  • Coordinates with host telemarketing team to drive internal marketing efforts.
  • Creates a work environment that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction.

Job Requirements


  • College Degree preferred with an emphasis on Marketing, Business Administration or equivalent field preferred.
  • Five years Casino Operations, Marketing, or Sales experience required. 
  • Advanced customer service and problem solving skills.
  • Excellent interpersonal, verbal communication and sales skills required. Computer related experience desired including AS400, CMS, and/or ACSC systems.
  • Ability to independently maintain high levels of productivity.
  • Ability to effectively communicate in English.