passenger service supervisor

Alliance Ground International

<div>Job Description:<div>
Job Description:</div><div><div><div><div>
From check-in and bag drop, to boarding gates and arrivals, as a Passenger Service Supervisor you&rsquo;ll ensure our traveling customers are kept well-informed and are in the right place at the right time. Following safety, security, and airline-specific procedures, you&rsquo;ll put our customers - and their customers&rsquo; needs at the heart of everything our AGI Passenger Service Supervisors do. This is a customer-facing role with a goal to providing first-class customer service to each traveler we encounter. If you are friendly, outgoing focusing on outstanding customer service, then let your career take off with AGI as a Passenger Service Supervisor! 
 
Alliance Ground International (AGI) is one of the largest independently owned ground handling companies providing services to 100+ airlines in 61 airports across the U.S. and Canada. We are the home to over 12,000 team members supporting over 1.5B Kilos and over 400K departures. We are committed to providing the highest quality service and continuing our outstanding safety track record. As we continue to grow, we only look for the best in the industry. 
 
Job Responsibilities:<ul><li>
Direct and assist Passenger Service Agents and Leads on shift, assign duties as needed, and resolve escalated customer concerns.</li><li>
Make recommendations to management on staffing decisions, including hiring, discipline and termination.</li><li>
Ensure that new hire and refresher training is completed for all Passenger Service Agents and Leads.</li><li>
Provide exceptional customer service as per AGI and airline specific standards to ensure customer satisfaction at every step of their journey.
</li><li>Always ensure safety and security is never compromised.</li><li>
Handle customer interaction with class in an efficient, effective, and professional manner at the ticket counter and gate.</li><li>
Make and assist with reservations, preparation, and issuance of tickets and itineraries, computation of fares, issuance of refunds, baggage checking, and collection of excess baggage charges.</li><li>
Patiently and empathetically handle customer concerns and complaints regarding ticketing and baggage handling, perform lost and found activities, initiate tracing procedures for lost passenger baggage, process claims for damaged or lost baggage and personal articles, prepare and maintain required records and reports of lost and found activities.</li><li>
Knowledgeably answer inquiries regarding flight schedules, fares, and other questions as they arise, providing passengers with general travel information.</li><li>
Meet aircraft at gate or loading area, perform duties in the departure lounges or at boarding gates when enplaning and deplaning passengers, check passenger tickets and documents for validity, and complete all necessary arrangements for accommodating passengers&rsquo; reservations, standbys, and their luggage.</li><li>
Determine flight close-out time and prepare, complete, and check various flight forms for accuracy and complete post-departure procedures.</li><li>
Responsible for all flight movement messages between the gate, ground handling team, flight crew, and airport vendors.</li><li>
Follow procedures for passengers with regards to the acceptance of Dangerous Goods.</li></ul>
Safety, Security and Compliance:
All AGI Team members have a responsibility and duty while at work to:<ul><li>
Take reasonable care for the health, wellbeing, safety, and security of themselves and of others who may be affected by their actions or omissions while at work.</li><li>
Cooperate with their manager / supervisor to allow them to perform or comply with any legal requirements imposed on the company.</li><li>
Not intentionally or recklessly interfere with or misuse anything provided by the company in the interests of health, wellbeing, safety, security, or welfare reasons.</li><li>
Inform their manager / supervisor of any work situation, equipment, or activity that represents a serious or immediate danger to health, wellbeing, safety, and security.</li><li>
Report any hazards, near misses, incidents, accidents, or dangerous occurrences to their manager / supervisor, who will then follow the procedures contained in company and carrier Safety and Security procedures.</li><li>
Conduct work in accordance with information and training provided and any specific health, wellbeing, safety, and security rules or procedures.</li><li>
Fully understand AGI Health &amp; Safety and Security policies.</li><li>
Attend training courses as may be required by AGI.</li></ul>
Physical Requirements:<ul><li>
Must be able to lift/carry / push/pull and move items of 70 pounds and/or more regularly and repetitively lift weights of 40 to 50 pounds on raised surfaces.</li><li>
Must be able to stand for extended periods of time.</li><li>
Must be able to carry heavy items up and down jetway stairs.</li><li>
Must be alert to moving vehicles, equipment, or aircraft and must be able to use radio equipment.</li></ul>
Knowledge, Skills, and Abilities:
Leadership: Must be able to demonstrate the skills to encourage teams of agents and leads to complete shift tasks in a timely and professional manner.
Appearance: Must be willing to wear uniform and insignia as prescribed by AGI. Personal appearance and grooming must present a favorable corporate image.
Good communication skills: Passenger Service Supervisors must be able to communicate information and instructions verbally and/or via radio equipment effectively in a professional manner with the flight crew, gate agents, customers, and other ground crew to coordinate the movement of passengers and handling of equipment and baggage. Tolerate and answer repetitious questions from passengers in a friendly, outgoing manner. Ability to speak and be understood in giving directions/information to passengers verbally and/or via overhead announcement systems.
Computer skills: Passenger Service Supervisors are required to use computer systems daily.
Critical thinking skills: Agent may be called upon to troubleshoot issues to assist passengers with reservation issues, process excess baggage fees correctly, verify required visa documentation, etc.
Basic math skills: Must be able to process payment transactions for flight/seat upgrades, excess baggage fees, etc.
Time management skills: Passenger Service Supervisors must be able to manage their time effectively to complete tasks efficiently in a fast-paced environment. Must report to work on a regular and timely basis.
Qualifications:<ul><li>
Be at least 18 years of age and possess a high school diploma, GED, or work experience equivalent.</li><li>
If work location is in the United States, must have authorization to work in the United States as defined by the Immigration Reform Act of 1986. If work location is in Canada, must have authorization to work in Canada as defined by the Immigration and Refugee Protection Act (IRPA) of 2001.</li><li>
Must complete SIDA training to obtain airport authority identification security.</li><li>
Preferred Qualifications - One+ year of relevant experience. Airline experience is preferred, and previous face-to-face customer service experience is also a plus.</li></ul>
AGI offers a comprehensive benefit package for all employees, including paid vacation and medical / dental / vision for full-time qualified employees as well as medical coverage for part time employees. AGI also provides free uniforms and free on-the-job training to all employees. Additional benefits include company-matched 401(k) program, company-paid employee assistance program, voluntary life insurance, and travel discounts on car rentals, hotels, and cruises to name a few.
The successful AGI team member brings their &ldquo;A&rdquo; game every day with energy and enthusiasm, respect for their team, and the highest regard for safety!</div></div></div></div>
Alliance Ground International is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. AGI is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national, origin, sexual orientation, age, citizenship, marital status, disability or veteran status.</div>

Passenger Service Supervisor

Job Description: Job Description: From check-in and bag drop, to boarding gates and arrivals, as a Passenger Service Supervisor you&rsquo;ll ensure our traveling customers are kept well-informed and are in the right place at the right time. Following safety, security, and airline-specific procedures, you&rsquo;ll put our customers - and their customers&rsquo; needs at the heart of everything our AGI Passenger Service Supervisors do. This is a customer-facing role with a goal to providing first-class customer service to each traveler we encounter. If you are friendly, outgoing focusing on outstanding customer service, then let your career take off with AGI as a Passenger Service Supervisor! Alliance Ground International (AGI) is one of the largest independently owned ground handling companies providing services to 100+ airlines in 61 airports across the U.S. and Canada. We are the home to over 12,000 team members supporting over 1.5B Kilos and over 400K departures. We are committed to providing the highest quality service and continuing our outstanding safety track record. As we continue to grow, we only look for the best in the industry. Job Responsibilities: Direct and assist Passenger Service Agents and Leads on shift, assign duties as needed, and resolve escalated customer concerns. Make recommendations to management on staffing decisions, including hiring, discipline and termination. Ensure that new hire and refresher training is completed for all Passenger Service Agents and Leads. Provide exceptional customer service as per AGI and airline specific standards to ensure customer satisfaction at every step of their journey. Always ensure safety and security is never compromised. Handle customer interaction with class in an efficient, effective, and professional manner at the ticket counter and gate. Make and assist with reservations, preparation, and issuance of tickets and itineraries, computation of fares, issuance of refunds, baggage checking, and collection of excess baggage charges. Patiently and empathetically handle customer concerns and complaints regarding ticketing and baggage handling, perform lost and found activities, initiate tracing procedures for lost passenger baggage, process claims for damaged or lost baggage and personal articles, prepare and maintain required records and reports of lost and found activities. Knowledgeably answer inquiries regarding flight schedules, fares, and other questions as they arise, providing passengers with general travel information. Meet aircraft at gate or loading area, perform duties in the departure lounges or at boarding gates when enplaning and deplaning passengers, check passenger tickets and documents for validity, and complete all necessary arrangements for accommodating passengers&rsquo; reservations, standbys, and their luggage. Determine flight close-out time and prepare, complete, and check various flight forms for accuracy and complete post-departure procedures. Responsible for all flight movement messages between the gate, ground handling team, flight crew, and airport vendors. Follow procedures for passengers with regards to the acceptance of Dangerous Goods. Safety, Security and Compliance: All AGI Team members have a responsibility and duty while at work to: Take reasonable care for the health, wellbeing, safety, and security of themselves and of others who may be affected by their actions or omissions while at work. Cooperate with their manager / supervisor to allow them to perform or comply with any legal requirements imposed on the company. Not intentionally or recklessly interfere with or misuse anything provided by the company in the interests of health, wellbeing, safety, security, or welfare reasons. Inform their manager / supervisor of any work situation, equipment, or activity that represents a serious or immediate danger to health, wellbeing, safety, and security. Report any hazards, near misses, incidents, accidents, or dangerous occurrences to their manager / supervisor, who will then follow the procedures contained in company and carrier Safety and Security procedures. Conduct work in accordance with information and training provided and any specific health, wellbeing, safety, and security rules or procedures. Fully understand AGI Health &amp; Safety and Security policies. Attend training courses as may be required by AGI. Physical Requirements: Must be able to lift/carry / push/pull and move items of 70 pounds and/or more regularly and repetitively lift weights of 40 to 50 pounds on raised surfaces. Must be able to stand for extended periods of time. Must be able to carry heavy items up and down jetway stairs. Must be alert to moving vehicles, equipment, or aircraft and must be able to use radio equipment. Knowledge, Skills, and Abilities: Leadership: Must be able to demonstrate the skills to encourage teams of agents and leads to complete shift tasks in a timely and professional manner. Appearance: Must be willing to wear uniform and insignia as prescribed by AGI. Personal appearance and grooming must present a favorable corporate image. Good communication skills: Passenger Service Supervisors must be able to communicate information and instructions verbally and/or via radio equipment effectively in a professional manner with the flight crew, gate agents, customers, and other ground crew to coordinate the movement of passengers and handling of equipment and baggage. Tolerate and answer repetitious questions from passengers in a friendly, outgoing manner. Ability to speak and be understood in giving directions/information to passengers verbally and/or via overhead announcement systems. Computer skills: Passenger Service Supervisors are required to use computer systems daily. Critical thinking skills: Agent may be called upon to troubleshoot issues to assist passengers with reservation issues, process excess baggage fees correctly, verify required visa documentation, etc. Basic math skills: Must be able to process payment transactions for flight/seat upgrades, excess baggage fees, etc. Time management skills: Passenger Service Supervisors must be able to manage their time effectively to complete tasks efficiently in a fast-paced environment. Must report to work on a regular and timely basis. Qualifications: Be at least 18 years of age and possess a high school diploma, GED, or work experience equivalent. If work location is in the United States, must have authorization to work in the United States as defined by the Immigration Reform Act of 1986. If work location is in Canada, must have authorization to work in Canada as defined by the Immigration and Refugee Protection Act (IRPA) of 2001. Must complete SIDA training to obtain airport authority identification security. Preferred Qualifications - One+ year of relevant experience. Airline experience is preferred, and previous face-to-face customer service experience is also a plus. AGI offers a comprehensive benefit package for all employees, including paid vacation and medical / dental / vision for full-time qualified employees as well as medical coverage for part time employees. AGI also provides free uniforms and free on-the-job training to all employees. Additional benefits include company-matched 401(k) program, company-paid employee assistance program, voluntary life insurance, and travel discounts on car rentals, hotels, and cruises to name a few. The successful AGI team member brings their &ldquo;A&rdquo; game every day with energy and enthusiasm, respect for their team, and the highest regard for safety! Alliance Ground International is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. AGI is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national, origin, sexual orientation, age, citizenship, marital status, disability or veteran status. Job Type: Full-time Work Location: In person

Dnata

dnata is more than a global air and travel services provider. We connect people with possibilities and opportunities across 130+ airports in 34 countries through ground handling, cargo, travel, and catering & retail services. Our purpose is clear: to deliver on the promises our customers make. We are powered by a bold vision to be the world’s most admired air and travel services provider, which guides our strategy, culture, and every role across our teams. Our core values fuel everything we do: we are safe, we play to win, we respect everyone and work together as a team, and we are future thinking. At dnata, we foster diversity, nurture ambition, and celebrate achievement. If you're inspired by purpose and motivated to be part of a global team shaping the future of aviation and travel, we’d love to have you onboard.
 On the ground, dnata USA keeps 27 of the country’s major airports connected – both with each other and the world - including John F. Kennedy Airport in New York City. Handling 200,000 tonnes of cargo, guiding 15,000,000 passengers and keeping 50,000 flights in the air each year, the work that the dnata USA team complete on the ground is crucial to keeping the country in the air.
 
Passenger Service Supervisor responsibilities include: 
You will
 <ul>
<li>Establish and maintain effective communication with all airline customers to best assess their needs.</li>
<li>Proactively serve as liaison between dnata and all airline customers in resolving customer issues.</li>
<li>Plan and monitor Passenger Service labor and operational expenses, as well as other relevant financial activity.</li>
<li>Ensure station operates in compliance with all company policies and procedures, and adhere to the company's mission, vision, and values statements.</li>
<li>Ensure consistent practices and processes are utilized in asset management, financial reporting, state, and local government regulations.</li>
<li>Direct a management and supervisory staff responsible for the primary business functions at the Station.</li>
<li>Direct and participate in the acquisition, training, and on-boarding of team members.</li>
<li>Leverage knowledge of all SLA and SGHA’s for current and future customers to deliver on our commitments.</li>
<li>Develop teams to improve work performance and maximize potential through succession planning, KPI achievement, coaching, ongoing training, and mentoring.</li>
<li>Establish and maintain a structured communication process between departments, groups, and team members to support the Station’s commitments to customers, individuals, and our Company.</li>
<li>Regularly interact and obtain feedback from customers to promote the Station and measure the level of customer satisfaction to improve capabilities and processes.</li>
<li>Ensure appropriate staffing levels are maintained through proper use of flight and personnel schedules.</li>
<li>Encourage employee suggestions and involvement in the improvement and growth of the Station.</li>
<li>Responsible for financial management including capital expenditures, forecasting, budgeting, audit performance and expense management.</li>
<li>Develop new business plans with capital requirements and anticipated performance.</li>
<li>Carry out management responsibilities in accordance with the organization's policies and applicable laws.</li>
<li>Related duties as assigned.</li>
</ul>
You Have
 To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 <ul>
<li>3+ years of airline/aviation related experience and/or training.</li>
<li>Full knowledge of airline Passenger Service handling procedures, aviation safety and security procedures.</li>
<li>Effective communication skills.</li>
<li>Analytical and organizational skills.</li>
<li>Proficient in Microsoft Office.</li>
<li>Must be comfortable working nights, weekends, and holidays.</li>
<li>Possess/maintain a valid state driver’s license and other FAA/Airport required identification/seals or authorizations.</li>
<li>Travel as required.</li>
</ul>

Menzies Aviation LATAM

<div>
 Job Details
 
 
 
 Description
 
 
 
 Passenger Service Supervisor will have primary oversight of the fast-paced airport customer service environment providing quality customer service, ticketing, check-in processing, luggage claim handling, and device assistance to all traveling customer
 
 
 
 Duties
 
 
 
 Ensure accuracy of all weight and balance requirements.
 
 
 Promptly handle all customer service complaints with a focus on positive resolution.
 
 
 Responsible for staff scheduling, leadership development, and employee accountability.
 
 
 Complete all check-in procedures including the handling of reservations, ticketing, seat assignments, and airport announcements and checking for proper international documentation.
 
 
 Assist customers with special needs and unaccompanied minors.
 
 
 When operating jet ways, CSSs will be required to work at unprotected heights of over 15 feet, approximately 2-3 times per day and responsible for open/closing aircraft doors.
 
 
 Read and interpret aircraft weight and balance loading instructions, hazardous material identification labels, aircraft loading manifests, and baggage and cargo routing tags.
 
 
 Ensure the safe and secure operations, in accordance with the highest possible standards of health, safety, security, and all government statutory requirements.
</div>

Menzies Aviation

<div>Passenger Service Supervisor will have primary oversight of the fast-paced airport customer service environment providing quality customer service, ticketing, check-in processing, luggage claim handling, and device assistance to all traveling customer

Duties:

Ensure accuracy of all weight and balance requirements.

Promptly handle all customer service complaints with a focus on positive resolution.

Responsible for staff scheduling, leadership development, and employee accountability.

Complete all check-in procedures including the handling of reservations, ticketing, seat assignments, and airport announcements and checking for proper international documentation.

Assist customers with special needs and unaccompanied minors.

When operating jet ways, CSSs will be required to work at unprotected heights of over 15 feet, approximately 2-3 times per day and responsible for open/closing aircraft doors.

Read and interpret aircraft weight and balance loading instructions, hazardous material identification labels, aircraft loading manifests, and baggage and cargo routing tags.

Ensure the safe and secure operations, in accordance with the highest possible standards of health, safety, security, and all government statutory requirements.</div>

G2 Secure Staff

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

QUALIFICATIONS:
<ul>
<li>Must be 18 years of age or older</li>
<li>HS Diploma or GED</li>
<li>Two (2) years of customer service or hospitality experience</li>
<li>Minimum one (1) year of supervisory experience</li>
<li>Excellent verbal and written communication skills</li>
<li>Strong leadership skills</li>
</ul>
PREFERRED REQUIREMENTS:
<ul>
<li>Airline or Airport Operations experience</li>
</ul>
ESSENTIAL FUNCTIONS:
<ul>
<li>Conduct training sessions on various topics, such as customer service, technical skills, compliance, or product knowledge</li>
<li>Manage the day-to-day operations within the primary area of responsibility for scheduling/staffing, managing daily budgeted hours, and limiting overtime</li>
<li>Perform all duties of subordinate employees when necessary</li>
<li>Ensure implementation of the Safety Management System (SMS)</li>
<li>Implement a safety plan for the station</li>
<li>Maintain Quality Assurance oversight for operational issues relating to performance and safety, providing suitable corrective and preventative actions where necessary</li>
<li>Train/retrain all personnel in airline procedures, safety procedures, and company policies</li>
<li>Maintain good employee relations. Handle employee problems efficiently and effectively</li>
Client Relations <li>- Effectively communicate with senior airline management and project a positive image in responding to airlines, staff, and public inquiries</li>
<li>Adhere to company policies and procedures and participate in achieving company objectives</li>
<li>Monitor employee activity and adjust as needed</li>
<li>Handle off-schedule operations when the Manager is not available</li>
<li>Perform other duties as requested</li>
</ul>
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:
<ul>
<li>Treat all information as confidential.</li>
<li>Possess the tact to deal with all levels of employees and client representatives.</li>
<li>Must be able to sit, stand, lift, and/or bend throughout shift and climb stairs.</li>
<li>Must be able to lift, carry, and/or hold up to 50 lbs.</li>
<li>Physical exam may be required to confirm above.</li>
<li>Must pass pre-employment and random drug test.</li>
<li>DMV check may be required.</li>
<li>Must be able to read, write, understand and carry out instructions in English.</li>
<li>Must meet necessary requirements to obtain a security sensitive identification badge</li>
<li>Must be able to verbally direct in English.</li>
<li>Must be a citizen of the United States or possess the necessary authorization from the Immigration and Naturalization Service (INS).</li>
<li>Must have good hearing and vision.</li>
<li>10-20% outside work. Work outside in all types of weather (Heat, Rain, and Cold)</li>
<li>May be required to work weekends, overnight shifts and holidays.</li>
<li>May be exposed to occasional loud noise levels.</li>
</ul>
</div></div></div></div></div></div> 
Additional Details : The pay rate shown is an overall company range provided for transparency. Since compensation can differ by location, the exact rate for the position you applied for will be confirmed during the screening process. 
 
Pay Transparency In order to support the Fair Compensation Strategy by the US Govt., HR Dept., clients are required to adhere to &quot;Pay Transparency Law&quot;; in the impacted states; that have mandated the employers to list the salary ranges in Job advertisements or postings for job opportunities and Job promotions.</div>

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