Passenger Service Supervisor

Choice Aviation Service Inc•Des Moines, IA

5d•$0 - $21

About The Position

The Passenger Services - Catering Supervisor oversees a team of catering services agents and supports functions contracted to Choice Aviation by the airline. These functions may include reservations, ticketing, baggage services, check-in, load control, cashier duties, handling arriving and departing aircraft, assisting VIPs and passengers who need special assistance, handling customer complaints, and other assigned duties. The supervisor coordinates staffing and shift coverage, oversees provisions and inventory, briefs and trains staff, and supports safe, efficient operations and turnarounds. The role also includes employee coaching and assessment, customer-service oversight, compliance with applicable security requirements and company procedures, and quality assurance responsibilities.

Requirements

High school diploma.
At least six months of experience working as a Catering Service Supervisor.
Ability to manage and motivate personnel.
Flexible schedule and availability seven days per week, with varying hours and days; weekends, holidays, and evening coverage may be required.
Willingness to participate in formal leadership and job-specific training, such as Train the Trainer.
Computer proficiency.
Ability to read, write, fluently speak, and understand English.
Ability to work efficiently both independently and as part of a team.
Ability to work under pressure and meet deadlines.
Organizational, time-management, and prioritization skills.
Attention to detail.
Customer-service enthusiasm.
Strong communication skills and ability to deal with people sensitively, tactfully, diplomatically, and professionally.
Strong work ethic and positive team attitude.

Responsibilities

Schedule and coordinate catering services team members, ensuring shifts are covered by qualified personnel.
Monitor and stock flight provisions; order supplies and maintain accurate inventory levels.
Actively participate in the Safety Management System (SMS).
Conduct shift briefings.
Work with the General Manager and HR to maintain staffing levels and participate in hiring, including interviewing candidates.
Provide necessary training to Catering Services Agents.
Coach and counsel employees and administer discipline when required.
Work with the General Manager to ensure employee assessments are completed on time.
Perform duties assigned to Catering Services Agents.
Monitor operational performance, provide guidance, and support an efficient and safe turnaround.
Spot-check accuracy, efficiency, and customer service.
Ensure the team is professionally represented.
Handle customer complaints relating to catering services.
Complete post-departure flight reporting and debriefing when required.
Comply with federal, provincial, municipal, airport authority, and carrier security requirements, as well as Choice Aviation SOPs and policies.
Maintain Quality Assurance oversight of operational output and safety issues, and provide corrective or preventative actions where necessary.
Ensure staff can access Quality Management System information and comply with company policies, processes, and procedures.
Ensure employees receive adequate Quality Assurance training to understand, implement, and maintain quality objectives.
Cooperate with inspectors to fulfill quality inspection commitments.
Perform other duties as required.