Lead Passenger Service Agent (Bilingual)

Menzies Aviation Careers•Austin, TX

10d

About The Position

People. Passion. Pride. This is what has driven our teams since 1833. Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at over 300 locations in 65 countries, across 6 continents. But at the heart of our business is our people. Role Purpose As a Passenger Service Lead, under limited supervision, you will operate as a team member while actively assisting other staff members in their duties. Your focus will be on ensuring quality customer service is delivered to all passengers, while maintaining the policies, standards, and safety requirements of both the client airlines and the Company. You will also serve as a backup to the Supervisor when needed. This role requires you to maintain a safe and secure work environment, in accordance with local health, safety, and security policies and procedures.

Requirements

Must be 18 years of age and have a High School Diploma, GED or equivalent work experience
Bilingual English/Spanish
One year college certificate or technical school, six months related experience or equivalent combination of education and experience
Ability to supervise up to 10-15 passenger service agents
Must be able to pass all pre-employment testing to include drug testing and a physical
Ability to safely lift up to 70 lbs.
Must maintain a valid state driver’s license
Must be able and flexible to work variables shifts including weekends and holidays

Responsibilities

Co-ordinate, monitor and support the Passenger Services team.
Assist Passenger Service Agents in their assigned areas to ensure Agents are performing their duties in a professional, safe and efficient manner, according to Company/Carrier’s standards.
Ensure a smooth operation through co-ordination between department and agencies to achieve a safe on-time operation.
Monitor, evaluate and recommend training needs as required to ensure the quality and competence of employees is maintained.
Maintain training records for Agents.
Attend to the day-to-day administration, ordering supplies, improving staff procedures and communications, and investigating problems/delays.
Liaison with Carriers’ representatives to ensure their requirements and standards are being met.
Assist in maintaining staff morale and have clear and open communication with staff.
Cover any manpower shortages and/or assist whenever necessary.
Provide guidance and direction to passenger service representatives to ensure smooth daily operations
Other duties as assigned
You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures.