Passenger Service Lead – Airport Operations

Passenger Service Lead – Airport Operations (Terminal B)

The Passenger Service Lead plays a vital role in ensuring efficient and professional service delivery to passengers and airline partners. This position supports daily operations by guiding frontline agents, maintaining communication with supervisors and duty managers, and ensuring compliance with company and client standards. The ideal candidate leads by example, promotes teamwork, and ensures passengers receive the highest level of customer service and care

Job Description:

• Support daily passenger service operations to achieve performance and service goals.
• Provide guidance and assistance to frontline employees during check-in, boarding, arrivals, and special service operations.
• Ensure agents follow company policies, safety procedures, and airline protocols.
• Monitor staffing levels throughout the shift and report coverage needs to supervisors.
• Assist with scheduling coordination, including lunches, breaks, and call-off coverage.
• Communicate operational updates and flight information between agents, supervisors, and airline representatives.
• Ensure accurate documentation and timely reporting of incidents, delays, and service disruptions.
• Promote a positive and professional atmosphere for both passengers and team members.
• Conduct on-the-job training for new hires or agents needing additional support.
• Ensure wheelchair and special-assistance requests are handled efficiently and respectfully.
• Maintain awareness of gate assignments, boarding times, and special service requests.
• Support safety and compliance checks as directed by management.
• Escalate operational challenges or passenger concerns promptly to supervisors or duty managers.
• Participate in pre-shift briefings and communicate airline or client updates to the team.
• Fast-paced airport setting with moderate to high noise levels.
• Must be able to work in all weather conditions and adapt to changing flight schedules.

Physical Demands:

• Standing and walking for extended periods (up to 2/3 or more of the shift).
• Frequent lifting passengers with mobility difficulties.
• May lift up to 50 pounds occasionally.

Requirements:

• Must have open availability between 5:00 p.m. and 2:00 a.m (REQUIRED)
• Must be able to work weekends, holidays, and varying schedules as needed
• High school diploma or GED required
• Must be 18 years of age or older
• Must have a valid form of government-issued ID
• Must meet all requirements to obtain an airport SIDA badge and Customs Seal.
• Must comply with company uniform standards.
• Previous airport or airline experience preferred (not require)

Starting Pay: $18.00 - $18.50

Job Types: Full-time, Part-time

Pay: $18.00 - $18.50 per hour

Expected hours: 25 – 32 per week

Benefits:

• Employee discount
• Flexible schedule
• Free parking
• On-the-job training
• Opportunities for advancement
• Paid training

Work Location: In person

Salary : $18 - $19