Job Description

Job Description

Job Description

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.

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