Supervisor Passenger Services

About WFS

Join our Worldwide Flight Services family and contribute to the timely delivery of cargo shipment, luggage, business to customer delivery, and on-time flights while operating safely and securely. We perform at the highest level for our customers every day, and strive to be an exceptional leader in our industry with our teams of cargo, passenger, ramp handling, and technical service experts in 164 airport locations, 18 countries, and on 5 continents. Are you ready to take off on your next career with us?

Job Summary

The Supervisor for Ground and Passenger Services oversees both ramp operations and passenger services, ensuring smooth and efficient airport operations. They are responsible for managing a team of agents to perform duties such as loading/unloading baggage, marshaling aircraft, and operating ground support equipment. The supervisor ensures compliance with safety standards, coordinates with flight crews, and addresses passenger concerns. Strong leadership, organizational, and customer service skills are critical to succeed in this role.

Responsibilities

• Supervise and provide guidance to a team of Airline Services Agents, ensuring they meet performance and safety standards.
• Monitor and direct ramp activities, including loading and unloading baggage, marshaling aircraft, and operating ground support equipment.
• Enforce adherence to airport safety and security regulations, conducting regular safety briefings and inspections to ensure compliance.
• Act as a liaison between ground control, flight crews, and ramp agents to ensure smooth operational flow.
• Conduct regular training sessions to improve staff competency in both ramp operations and passenger services.
• Address operational challenges, such as equipment failures, flight delays, or customer concerns, providing timely resolutions.
• Ensure the availability and maintenance of ground support equipment, and manage inventory levels for ramp and passenger service supplies.
• Coordinate responses to emergencies such as medical incidents or equipment malfunctions, ensuring the safety of staff and passengers.
• Monitor and evaluate team performance, providing feedback and development plans for continuous improvement.
• Assist passengers with escalated issues, such as lost luggage, ticketing concerns, or boarding inquiries, ensuring a positive travel experience.
• Review and approve necessary flight documentation, including weight and balance reports, baggage claims, and post-departure procedures.
• Perform other duties as assigned to support smooth and efficient airport operations.

Minimum Requirements

• High school diploma or GED equivalent
• Ability to lift and handle heavy baggage and cargo (up to 50 lbs or more)
• Valid driver’s license
• Ability to fluently read, write, and speak the English language
• Strong communication skills for coordinating with team members and flight crews
• Ability to work in various weather conditions, including extreme heat, cold, and rain
• Flexibility to work varied shifts, including weekends, holidays, and nights
• Basic mechanical aptitude for operating ground support equipment
• Ability to pass background checks and comply with airport security regulations
• Attention to detail and a commitment to safety protocols
• At least 1 year previous experience in aviation

Preferred Skills

• Previous experience in aviation or ground handling operations
• Familiarity with aircraft types and airport layout
• Knowledge of safety regulations and protocols in the airport environment
• Experience operating ground support equipment, such as tugs, belt loaders, and forklifts
• Strong problem-solving skills and the ability to remain calm under pressure
• Excellent teamwork and interpersonal skills for effective communication with colleagues
• Ability to multitask and prioritize tasks in a fast-paced environment
• Basic computer skills for completing paperwork and using scheduling systems
• Bilingual or multilingual abilities for assisting diverse passengers and crew members
• Strong customer service orientation and a positive attitude toward passenger interactions

Physical Requirements/Working Conditions

• Ability to lift, push, pull, and carry baggage or cargo up to 50 lbs regularly, and occasionally up to 75 lbs
• Frequent standing, walking, and moving throughout the airport terminal or warehouse
• Ability to bend, kneel, stoop, and climb stairs as needed to assist passengers and handle luggage
• Ability to work in varying weather conditions, including extreme heat, cold, rain, and snow
• Manual dexterity required for handling documents, operating computers, and using two-way radios
• Ability to remain on your feet for extended periods (up to 8 hours or more during shifts)
• Clear vision and hearing required for monitoring flight information, responding to passengers, and ensuring safety compliance
• Capacity to work in confined spaces, such as baggage handling areas or aircraft cabins
• Ability to work in a noisy environment, such as near aircraft engines and ground support equipment

Perks & Benefits

• Want your pay in advance? Access your pay when you need it through DailyPay app!
• Are you a top performer who thrives on recognition? On the spot awards offered through the Awardco Platform including gift cards and more!
• Need quality medical care? Multiple options for both full and part-time employees!
• Want WFS Employee Extras? Travel Discounts, Pet insurance, Discount Shopping & More!
• Looking to stay healthy and improve your life? Wellness Programs offered to all employees!
• Want to invest in your future? 401k program offered!
• Looking to grow and have a career with us? Opportunity for Internal Mobility and transfers available!

WFS is an equal opportunity employer committed to employment equity and inclusion. We accept applications from all qualified individuals.