Supervisor, Passenger Service

The Passenger Service Agent Supervisor oversees daily passenger service operations to ensure exceptional customer service, safety compliance, and efficient airline operations.

QUALIFICATIONS:

• Must be 18 years of age or older
• HS Diploma or GED
• Two (2) years of customer service or hospitality experience
• Minimum one (1) year of supervisory experience
• Excellent verbal and written communication skills
• Strong leadership skills

PREFERRED REQUIREMENTS:

• Airline or Airport Operations experience

ESSENTIAL FUNCTIONS:

• Conduct training sessions on various topics, such as customer service, technical skills, compliance, or product knowledge
• Manage the day-to-day operations within the primary area of responsibility for scheduling/staffing, managing daily budgeted hours, and limiting overtime
• Perform all duties of subordinate employees when necessary
• Ensure implementation of the Safety Management System (SMS)
• Implement a safety plan for the station
• Maintain Quality Assurance oversight for operational issues relating to performance and safety, providing suitable corrective and preventative actions where necessary
• Train/retrain all personnel in airline procedures, safety procedures, and company policies
• Maintain good employee relations. Handle employee problems efficiently and effectively
• Client Relations -- Effectively communicate with senior airline management and project a positive image in responding to airlines, staff, and public inquiries
• Adhere to company policies and procedures and participate in achieving company objectives
• Monitor employee activity and adjust as needed
• Handle off-schedule operations when the Manager is not available
• Perform other duties as requested

 

PHYSICAL AND MENTAL DEMANDS:

With or without reasonable accommodation, the position requires the physical and mental capacity to perform effectively all essential functions. In addition to other demands, the demands of the job include:

• Treat all information as confidential.
• Possess the tact to deal with all levels of employees and client representatives.
• Must be able to sit, stand, lift, and/or bend throughout shift and climb stairs.
• Must be able to lift, carry, and/or hold up to 50 lbs.
• Physical exam may be required to confirm above.
• Must pass pre-employment and random drug test.
• DMV check may be required.
• Must be able to read, write, understand and carry out instructions in English.
• Must meet necessary requirements to obtain a security sensitive identification badge
• Must be able to verbally direct in English.
• Must be a citizen of the United States or possess the necessary authorization from the Immigration and Naturalization Service (INS).
• Must have good hearing and vision.
• 10-20% outside work. Work outside in all types of weather (Heat, Rain, and Cold)
• May be required to work weekends, overnight shifts and holidays.
• May be exposed to occasional loud noise levels.