Helicopter Tour Flight Coordinator in New York, New York at Zip Aviation

Position Summary
Support the safe, organized, and customer-focused execution of daily helicopter tour operations. Coordinate booking and flight information, assist passengers, communicate with pilots and ground teams, and escalate matters requiring management or operational authorization.

Flight Operations & Coordination

• Coordinate daily flight activities in accordance with applicable FAA requirements, company policies, and established procedures; do not make decisions reserved for pilots or authorized operations personnel.
Coordinate flight schedules, passenger bookings, and approved operational changes; obtain required authorization before changing departure times, aircraft assignments, or other restricted operational arrangements.
Confirm booking details, passenger manifests, and required passenger information for accuracy in accordance with established procedures.
Communicate flight status, delays, cancellations, and schedule changes promptly to customers, pilots, ground personnel, and relevant teams.
Assist with passenger flow and timely check-in and boarding in coordination with authorized ground and flight personnel.
Maintain accurate flight activity, reservation, and transaction records; promptly report operational disruptions and safety concerns to management.
Operational Support & Safety
Provide routine operational support during assigned shifts and follow established safety, security, and workplace procedures.
Assist new employees in becoming familiar with established procedures when specifically directed by management.
Communicate staffing, attendance, policy, and operational concerns through established reporting channels without independently directing staffing or discipline.
Follow passenger identification, check-in, boarding, and security protocols applicable to assigned duties; immediately escalate safety or security concerns.
Work collaboratively with colleagues and refer questions requiring management decisions to the General Manager or designee.

Customer Service & Sales

• Provide courteous, accurate assistance with tour inquiries, reservations, booking changes, and routine customer concerns.
Assist passengers through check-in, boarding, delays, cancellations, and other changes while following approved customer service procedures.
Explain tour options, departure locations, pricing, and applicable company policies; promote available tours and upgrades without making unauthorized promises.
Process cash and card payments using approved methods, maintain accurate transaction records, and support souvenir shop and retail activities as needed.
Escalate significant complaints, refund exceptions, and matters requiring approval to management; maintain professionalism under pressure.

Qualifications & Skills

• High school diploma or equivalent.
Customer service, hospitality, tourism, aviation, or related experience preferred; prior aviation experience is not required.
Clear verbal and written communication, strong attention to detail, organization, and ability to multitask in a fast-paced environment.
Comfort with computers, telephones, reservation platforms, and payment systems; FareHarbor or comparable booking-system experience is a plus.
Ability to work collaboratively, follow procedures, handle sensitive passenger information appropriately, and respond calmly to service disruptions.

Work Environment & Essential Functions

• Work at an active heliport with aircraft noise, passenger traffic, and possible outdoor exposure to changing weather conditions.
Use computers, phones, and booking systems; stand and walk for extended periods as required by actual assigned duties.
Perform essential job functions with or without reasonable accommodation.