Passenger Service Supervisor

Summary:

The Passenger Services Supervisor oversees a team of passenger services agents, supporting those functions contracted to Choice Aviation by the airline, this may include reservations, ticketing, baggage services, check-in, load control, cashier, handling arriving and departing aircraft duties, handling of VIPs, provide special passenger assistance, handle customer complaints and other duties as assigned. 

Core Competencies:

• Able to work efficiently as a part of a team as well as independently. 
• Able to work well under pressure and meet set deadlines. 
• Organizational skills, time management and prioritizing skills 
• Attention to detail in all areas of work. 
• Enthusiastic about customer service.
• Communication skills 
• Able to deal with people sensitively, tactfully, diplomatically, and professionally always. 
• Strong work ethic and positive team attitude 

Job Duties  

• Schedule and coordinate Choice Aviation passenger services team members as required, ensuring all shifts are covered with qualified personnel. 
• Actively participates in the Safety Management System (SMS) 
• Conduct shift briefing. 
• Work with the General Manager and HR to ensure staffing levels are complete; and be involved in the hiring process including interviewing passenger services candidates. 
• Deliver all necessary training to Passenger Services Agents. 
• Coach, counsel and administer discipline when required.    
• Work with the General Manager to ensure employee assessments are completed in a timely fashion. 
• Perform all duties under a passenger services agent.    
• Monitor operational performance, offer guidance, and proactively support the operation, for an efficient and safe turnaround.   
• Spot-check accuracy, efficiency, and customer service.   
• Ensure team is professionally represented.   
• Handle customer complaints regarding ticketing and baggage handling when problems arise. (i.e., lost baggage, lost/misplaced tickets, canceled flights, or delayed flights) 
• Submit payroll data to the station designee for processing.
• Post departure requirements: flight reporting, debriefing (if required) 
• Comply with all federal, provincial, municipal, airport authority and carrier security requirements and Choice Aviation’s SOPs and policies.
• Maintain Quality Assurance oversight for operational issues relating to output and safety, providing suitable corrective and/or preventative actions where necessary.
• Ensure staff have access to the Quality Management System information enabling them to comply with company policies, processes, and procedures.
• Ensure employees are adequately trained in Quality Assurance to understand, implement, and maintain all quality objectives as outlined within our Quality Management System.
• Cooperate fully with Inspectors to achieve quality inspection commitments.
• Performs other duties as required.

Qualifications  

• High School diploma
• Worked as a Passenger Service Agent for at least six (6) months.   
• The ability to manage and motivate personnel. 
• Flexible schedule, availability 7 days per week, varying hours, and days.  Weekends, holidays, and evening coverage may be required. 
• Willing to participate in formal leadership and job specific training (i.e., Train the trainer)  
• Computer proficiency 
• The ability to read, write and fluently speak and understand the English language.