What are the responsibilities and job description for the Passenger Service Supervisor position at Choice Aviation Service Inc?
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.
Working through Holidays, Weekends, and Weeknights are needed