Lead Passenger Service Agent (Bilingual)

Menzies Aviation

3h•Onsite

About The Position

Menzies Aviation has been a critical partner in the global aviation industry since 1833, delivering time-critical logistics services at over 300 locations in 65 countries. The company emphasizes its people as the heart of its business. As a Passenger Service Lead, you will operate under limited supervision, assisting other staff members and ensuring quality customer service for all passengers. This role involves maintaining the policies, standards, and safety requirements of both client airlines and the Company. Additionally, you will serve as a backup to the Supervisor when needed and are responsible for maintaining 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
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