Passenger Service Supervisor

Dnata•East Boston, MA

2d•Onsite

About The Position

The Passenger Service Supervisor is responsible for establishing and maintaining effective communication with airline customers to assess their needs and serve as a liaison between dnata and customers in resolving issues. This role involves planning and monitoring labor and operational expenses, ensuring compliance with company policies and procedures, and adhering to the company's mission, vision, and values. The supervisor will direct management and supervisory staff, oversee the acquisition and training of team members, and leverage knowledge of SLAs and SGHAs to meet commitments. Additionally, the role focuses on developing teams through coaching, training, and mentoring to improve performance and maximize potential. A structured communication process between departments and regular customer feedback are key to improving capabilities and processes. The supervisor is also responsible for financial management, including capital expenditures, forecasting, budgeting, and expense management, as well as developing new business plans. Management responsibilities will be carried out in accordance with organizational policies and applicable laws.

Requirements

3+ years of airline/aviation related experience and/or training.
Full knowledge of airline Passenger Service handling procedures, aviation safety and security procedures.
Effective communication skills.
Analytical and organizational skills.
Proficient in Microsoft Office.
Must be comfortable working nights, weekends, and holidays.
Possess/maintain a valid state driver’s license and other FAA/Airport required identification/seals or authorizations.
Travel as required.

Responsibilities

Establish and maintain effective communication with all airline customers to best assess their needs.
Proactively serve as liaison between dnata and all airline customers in resolving customer issues.
Plan and monitor Passenger Service labor and operational expenses, as well as other relevant financial activity.
Ensure station operates in compliance with all company policies and procedures, and adhere to the company's mission, vision, and values statements.
Ensure consistent practices and processes are utilized in asset management, financial reporting, state, and local government regulations.
Direct a management and supervisory staff responsible for the primary business functions at the Station.
Direct and participate in the acquisition, training, and on-boarding of team members.
Leverage knowledge of all SLA and SGHA’s for current and future customers to deliver on our commitments.
Develop teams to improve work performance and maximize potential through succession planning, KPI achievement, coaching, ongoing training, and mentoring.
Establish and maintain a structured communication process between departments, groups, and team members to support the Station’s commitments to customers, individuals, and our Company.
Regularly interact and obtain feedback from customers to promote the Station and measure the level of customer satisfaction to improve capabilities and processes.
Ensure appropriate staffing levels are maintained through proper use of flight and personnel schedules.
Encourage employee suggestions and involvement in the improvement and growth of the Station.
Responsible for financial management including capital expenditures, forecasting, budgeting, audit performance and expense management.
Develop new business plans with capital requirements and anticipated performance.
Carry out management responsibilities in accordance with the organization's policies and applicable laws.
Related duties as assigned.