Passenger Service Supervisor

dnata•Dallas, TX

4d•$23 - $23

About The Position

The Passenger Service Supervisor oversees passenger service operations at a dnata USA station and helps deliver the commitments made to airline customers. The role serves as a liaison between dnata and airline customers, monitors staffing, labor and operating expenses, and ensures the station follows company policies, applicable regulations, and established safety and security procedures. The supervisor directs management and supervisory staff and participates in recruiting, onboarding, training, coaching, and developing team members. The position supports customer satisfaction and operational improvement through regular customer feedback, structured communication, KPI achievement, succession planning, and employee suggestions. It also includes financial management, business planning, maintaining appropriate staffing levels, and travel as required.

Requirements

At least 3 years of airline- or aviation-related experience and/or training.
Full knowledge of airline passenger service handling procedures and aviation safety and security procedures.
Effective communication skills.
Analytical and organizational skills.
Proficiency in Microsoft Office.
Comfort working nights, weekends, and holidays.
Valid state driver’s license and ability to maintain any other FAA- or airport-required identification, seals, or authorizations.

Responsibilities

Establish and maintain effective communication with airline customers to assess their needs.
Act as a liaison between dnata and airline customers to resolve customer issues.
Plan and monitor passenger service labor, operational expenses, and related financial activity.
Ensure station operations comply with company policies and procedures and reflect the company's mission, vision, and values.
Ensure consistent practices in asset management and financial reporting, and compliance with state and local government regulations.
Direct management and supervisory staff responsible for primary station business functions.
Direct and participate in team-member acquisition, training, and onboarding.
Apply knowledge of current and future customers’ SLA and SGHA requirements to deliver on commitments.
Develop teams through succession planning, KPI achievement, coaching, ongoing training, and mentoring.
Establish structured communication between departments, groups, and team members to support station commitments.
Interact with customers and obtain feedback to promote the station, assess customer satisfaction, and improve capabilities and processes.
Maintain appropriate staffing levels through effective flight and personnel scheduling.
Encourage employee suggestions and involvement in station improvement and growth.
Manage finances, including capital expenditures, forecasting, budgeting, audit performance, and expense management.
Develop new business plans, including capital requirements and anticipated performance.
Carry out management responsibilities in accordance with organizational policies and applicable laws.
Perform related duties as assigned.
Travel as required.