Passenger Service Lead

Coordinate, oversee, and support all ticket counter, gate, and passenger service staff to deliver excellent customer experiences and on-time performance. Serve as lead representative demonstrating strong leadership abilities.

ESSENTIAL DUTIES:

• Manage ticket counter queues and passenger check-in.
• Oversee gate operations including boarding and jet bridge.
• Assign staff to positions balancing workloads and skills.
• Model and reinforce customer service and operations policies.
• Ensure staff compliance with airline security rules.

Communicate with passengers, crew, and internal teams.

• Maintain flight schedules through coordinating turn activities.
• Perform ticket counter and gate functions as needed.
• Constant standing, walking; frequent lifting up to 50 lbs.
• Work effectively in stressful, time-sensitive environment.
• Communicate procedures and coordinate plans clearly.
• Comprehend and apply security rules and regulations.
• Promote positive passenger experiences.

OTHER DUTIES:

• Assist with new hire onboarding and training.
• Support implementation of customer service initiatives.
• Provide passenger guidance and travel assistance.
• Give daily performance feedback to passenger agents.
• Complete administrative paperwork and tracking.

TOOLS AND EQUIPMENT USED:

• Computers, phones, radios, PA systems.
• Ticketing and check-in software, jet bridge controls.
• Baggage belts and carousels, wheelchairs, carts.
• Leadership abilities and team oversight.
• Advance knowledge of passenger procedures.
• Skill coordinating fast-paced activities.
• Effective communication and customer-focus.
• Time management and multi-tasking capabilities.
• Judgment to identify and resolve travel issues.

EDUCATION:

High school diploma or equivalent.

1+ years ticketing/boarding experience.