JoNai A. Harris
Orlando,FL
Summary
Dedicated, results-driven, and customer service professional with over 10 years of experience in aviation operations, guest services, and team leadership. Proven ability to lead large teams in fast-paced, high-volume environments while maintaining strong operational performance, safety compliance, and guest satisfaction standards. Experienced in staffing coordination, KPI monitoring, baggage operations, irregular operations management, employee coaching, and compliance oversight.
Skilled in developing operational procedures, conducting safety meetings, monitoring training compliance, and implementing process improvements to enhance efficiency and service reliability. Strong background in customer relations, conflict resolution, and operational support with a commitment to delivering exceptional service experiences. Currently completing a Medical Billing Certificate and pursuing a Bachelor’s degree in Allied Health Management to expand professional growth within the healthcare industry.
Overview
16
16
years of professional experience
Work History
Guest Service Manager
Alliance Ground International/Spirit Airlines
Orlando, FL
11.2025 - 05.2026
- Lead airport personnel to deliver a high-quality guest experience, ensuring compliance with company policies and procedures.
- Optimize staffing and operational efficiency in dynamic environments, minimizing disruptions and controlling costs.
- Provide direct support to customers and team members, driving superior customer service during irregular operations.
- Monitor/Assist guest with complaint and resolution letters via chat box and respond accordingly for guest satisfaction
- Conduct regular safety briefings and operational meetings to reinforce company policies, safety procedures, and compliance standards.
- Promote a strong safety culture by ensuring team members followed operational, regulatory, and workplace safety requirements in fast-paced environments.
- Participated in monthly Service Provider Safety Control meetings to review operational performance, identify safety concerns, and implement improvement strategies.
Ramp Service Manager
Spirit Airlines
Orlando, FL
06.2022 - 01.2025
- Monitored and analyzed MBR (Mishandled Baggage Rate) KPIs to improve baggage performance and reduce service failures.
- Developed and implemented baggage handling SOPs from bag check-in through arrival station delivery.
- Oversaw baggage operations to ensure compliance with company policies, safety standards, and operational procedures.
- Conducted baggage investigations and coordinated recovery efforts for delayed, damaged, and mishandled baggage claims.
- Collaborated with Above Wing and Below Wing teams to reduce fail-to-load and fail-to-transfer occurrences.
- Utilized reporting tools to identify baggage trends, root causes, and corrective action opportunities.
- Led coaching sessions focused on baggage compliance, scanning accuracy, and operational efficiency.
- Assisted with reducing station MBR through operational oversight, accountability, and interdepartmental communication.
- Monitored baggage service office operations to ensure accurate claim documentation and timely guest follow-up.
- Supported irregular operations (IROPs) by coordinating baggage reroutes, recovery efforts, and guest communication.
- Trained team members on baggage handling procedures, compliance standards, and guest service expectations.
Guest Service Manager
Airport Terminal Services/Spirit Airlines
Orlando, FL
03.2020 - 06.2022
- Managed and supervised a team of approximately 220–250 employees across multiple operational areas in a fast-paced airport environment.
- Oversaw daily staffing operations, ensuring schedules were aligned with operational demands, flight schedules, and service levels.
- Coordinated manpower planning and staffing adjustments during operational changes, delays, cancellations, and irregular operations (IROPs).
- Monitored employee attendance, productivity, and performance to maintain operational efficiency and accountability.
- Ensured compliance with company policies, operational procedures, safety standards, and regulatory requirements.
Conducted regular safety meetings and operational briefings to reinforce workplace safety, service expectations, and compliance standards. - Collaborated with leadership teams to address operational challenges, improve workflow efficiency, and maintain service reliability.
- Supported employee development through coaching, mentoring, performance feedback, and corrective action discussions.
- Monitored training completion, certifications, and compliance requirements to ensure operational readiness across departments.
- Worked closely with training teams to schedule onboarding, recurrent training, and operational certification programs for employees.
- Managed employee scheduling, shift coverage, overtime allocation, and staffing realignments based on business needs.
Promoted a culture of professionalism, teamwork, accountability, and guest satisfaction throughout the operation. - Assisted with conflict resolution and escalated guest concerns while maintaining a high standard of customer service.
- Led operational communication between departments to ensure smooth coordination between ticket counter, gates, baggage service, and ramp operations.
- Utilized operational reporting tools and KPI tracking to monitor station performance, guest satisfaction, and operational compliance.
- Conducted audits and operational observations to ensure adherence to boarding procedures, baggage compliance, and safety expectations.
- Assisted with implementing corrective action plans and process improvements to enhance operational performance and reduce service failures.
- Maintained strong communication with internal departments, airport authorities, and external partners to support daily operations
Guest Service Supervisor
Swissport Sausa/Spirit Airlines
Orlando, FL
08.2018 - 03.2020
- Supervised daily airport operations to ensure safe, efficient, and customer-focused service delivery.
Led and supported frontline employees at the ticket counter, gates, baggage service office, and arrival areas.
Assisted with managing staffing levels and operational coverage based on flight schedules and passenger volume.
Monitored employee performance, attendance, and compliance with company policies and procedures.
Provided coaching, guidance, and corrective counseling to team members to maintain professionalism and operational standards.
Assisted guests with escalated service concerns, flight disruptions, baggage issues, and special service requests.
Coordinated boarding operations and ensured compliance with boarding procedures, carry-on compliance, and departure timelines.
Supported irregular operations (IROPs) by assisting with rebooking, guest communication, and operational recovery efforts.
Conducted operational audits and monitored compliance with safety, security, and customer service standards.
Assisted with training new hires and ensuring employees completed required operational and safety training.
Collaborated with internal departments including ramp operations, baggage service, and flight crews to maintain operational efficiency.
Monitored baggage operations and assisted with reducing mishandled baggage through proper procedures and communication.
Ensured compliance with FAA, TSA, company, and airport operational regulations.
Participated in daily operational briefings and communicated important updates to frontline employees.
Assisted management with shift planning, manpower adjustments, and operational reporting.
Promoted a positive team environment while maintaining high guest satisfaction standards in a fast-paced operation.
Guest Service Supervisor
Swissport Sausa/Spirit Airlines
Orlando, FL
08.2018 - 03.2020
- Supervised daily airport operations to ensure safe, efficient, and customer-focused service delivery.
- Led frontline employees at the ticket counter, gates, baggage service office, and arrival areas.
- Scheduled agents to flight operations, gate assignments, and ticket counter positions based on operational needs and passenger volume.
- Provided coaching, guidance, and corrective counseling to maintain professionalism and operational efficiency.
- Assisted guests with escalated concerns, flight disruptions, baggage issues, and special service requests.
- Coordinated boarding operations while ensuring compliance with boarding procedures, carry-on compliance, and departure timelines.
- Supported irregular operations (IROPs) through rebooking assistance, guest communication, and operational recovery efforts.
- Assisted management with manpower planning, shift coverage, and operational reporting in a fast-paced environment.
Guest Service Agent
Swissport Sausa/Spirit Airlines
St. Thomas, VI
11.2016 - 07.2019
- Assisted guests with check-in, boarding, and documentation verification.
- Supported passengers with special needs, including unaccompanied minors and wheelchair assistance.
- Rebooked passengers during flight interruptions, ensuring minimal impact on their travel plans.
- Operated airline software and equipment in compliance with security and safety requirements
Intern
Innovative Telephone Corp.
St. Thomas, VI
02.2014 - 05.2014
- Updated and corrected company directories, ensuring accuracy for publication
Administrative Assistant/Front Desk Clerk (Summer Employment)
Point Pleasant Resort
St. Thomas, VI
06.2010 - 08.2013
- Managed correspondence, filed documents, and operated office equipment.
- Greeted visitors, answered inquiries, and assisted with guest check-ins and check-outs.
Education
Medical Billing and Coding Certificate -
Florida Technical College
Orlando, FloridaHigh School Diploma - undefined
Charlotte Amalie High School
St. Thomas, VI01-2014
Skills
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint)
- Strong leadership, problem-solving, and communication abilities
- Expertise in customer service, conflict resolution, and team management
- Ability to thrive in fast-paced and dynamic environments
Timeline
Guest Service Manager
Alliance Ground International/Spirit Airlines
11.2025 - 05.2026
Ramp Service Manager
Spirit Airlines
06.2022 - 01.2025
Guest Service Manager
Airport Terminal Services/Spirit Airlines
03.2020 - 06.2022
Guest Service Supervisor
Swissport Sausa/Spirit Airlines
08.2018 - 03.2020
Guest Service Supervisor
Swissport Sausa/Spirit Airlines
08.2018 - 03.2020
Guest Service Agent
Swissport Sausa/Spirit Airlines
11.2016 - 07.2019
Intern
Innovative Telephone Corp.
02.2014 - 05.2014
Administrative Assistant/Front Desk Clerk (Summer Employment)
Point Pleasant Resort
06.2010 - 08.2013
High School Diploma - undefined
Charlotte Amalie High School
Medical Billing and Coding Certificate -
Florida Technical College
QUALIFICATIONS
- Over 10 years of experience in guest services, customer relations, and office administration.
- Proficient in Microsoft Word, Excel, and PowerPoint.
- Skilled in managing high-pressure situations and meeting deadlines effectively.
- Strong interpersonal and communication skills; team player with leadership experience.
- Reliable, punctual, and committed to delivering exceptional service.