Senior Passenger Service Supervisor

2 weeks ago

Manchester, New Hampshire, United States TREGO DUGAN AVIATION OF GRAND ISLAND INC Full time
Position Overview

Trego-Dugan Aviation is seeking a Senior Passenger Service Supervisor.

Objective of the Role:

The Senior Passenger Service Supervisor is tasked with the comprehensive management of airline services and provides leadership, training, and assistance to Customer Service Representatives to ensure that performance metrics and customer satisfaction standards are achieved. This role emphasizes leading by example, demonstrating integrity, professionalism, and exceptional communication skills. The supervisor is expected to inspire results while treating team members with fairness and respect, with a strong commitment to customer service excellence.

Key Responsibilities:

  • Oversee, organize, and engage in the operations of Customer Service for both scheduled commercial flights and charter services. This includes managing passenger check-in, security protocols, baggage handling, aircraft maintenance services, and other related tasks.
  • Provide direction and training to Customer Service Representatives, including onboarding new hires and ongoing training sessions, ensuring compliance with training documentation.
  • Coordinate On-the-Job Training (OJT) as necessary, maintaining accurate training records.
  • Prepare weekly financial reports and daily sales summaries, along with any additional reports requested by management.
  • Address and resolve issues faced by agents and passengers, offering both immediate and long-term solutions.
  • Conduct daily assessments of flight schedules and communicate relevant information to management and team members.
  • Manage inventory and order supplies as needed, ensuring all stakeholders are informed.
  • Respond to inquiries from agents regarding procedures, fostering independence and additional training as required.
  • Implement departmental policies for Customer Service operations and advise management on policy matters, including recommendations for operational improvements.
  • Collaborate with airline personnel, station managers, and security representatives to ensure smooth operations during assigned shifts.
  • Participate in the operation and training of various ground support equipment, ensuring all equipment is maintained in optimal condition.
  • Ensure adherence to Federal Aviation Administration (FAA) and Transportation Security Administration (TSA) regulations, as well as airline policies and procedures. Attend regular meetings as necessary.
  • Maintain emergency protocols and supplies.
  • Compile and submit reports related to ground service activities and team performance as required.
  • Develop and maintain a manual of frequently asked questions for team members.
  • Be available to work various shifts, including evenings, weekends, and holidays.

Competencies and Behavioral Expectations:

  • Lead and engage in daily Customer Service operations.
  • Prepare timely reports and training materials.
  • Follow both verbal and written instructions accurately.
  • Communicate effectively in both verbal and written formats.
  • Interact courteously and effectively with colleagues and customers.
  • Exercise sound judgment and independent decision-making.
  • Analyze situations with a focus on achieving results.
  • Resolve conflicts in a constructive manner.
  • Identify and evaluate solutions, implementing effective actions.
  • Approach problem-solving with creativity and teamwork.
  • Present a professional image at all times.
  • Perform essential job functions without compromising safety.
  • Promote acceptance and respect for diversity among team members.
  • Contribute effectively as a team member towards organizational goals.
  • Exhibit a positive and cooperative attitude.
  • Demonstrate reliability and accountability in fulfilling responsibilities.
  • Maintain attention to detail.
  • Manage stress and maintain composure in challenging situations.
  • Be open to feedback and adaptable to change.
  • Show willingness to take on new responsibilities and challenges.
  • Be sensitive to the needs and feelings of others.
  • Work independently while adhering to company policies and procedures.
  • Demonstrate persistence in overcoming obstacles.

Physical Requirements:

Must be capable of lifting a 70-pound suitcase from ground level to waist height and carrying it for distances of up to 25 feet. Physical dexterity is required for repetitive tasks, including bending, squatting, and maintaining various positions for extended periods. Adequate vision and physical ability to perform job functions safely are essential.

Work Environment:

Work is conducted both indoors and outdoors, with exposure to varying weather conditions, dust, and other environmental factors. The role involves potential exposure to mechanical, electrical, and chemical hazards associated with aircraft and ground support equipment, as well as high noise levels and strong odors.

Qualifications:

Education and Experience: A minimum of one year of experience in the aviation sector is required, with at least six months in a role equivalent to an Airline Service Agent, including ticketing and ramp services.

Knowledge: A thorough understanding of the aircraft types serviced at the station, as well as current FAA and TSA security directives and procedures related to passenger processing and baggage handling.

Miscellaneous Requirements: Must successfully complete a background check and pass random drug testing as mandated for safety-sensitive positions. Flexibility to work various shifts, including evenings and weekends, is essential.

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