Passenger Service Supervisor

Dnata•Dallas, TX

About The Position

The Passenger Service Supervisor oversees passenger service operations at the station, including customer relationships, staffing, financial management, compliance, and team development. The role directs management and supervisory staff responsible for primary station business functions and helps ensure the station meets its commitments to customers and the company. The supervisor serves as a liaison between dnata and airline customers, assesses customer needs, resolves issues, and gathers feedback to improve customer satisfaction and station capabilities. The role also manages passenger service labor and operational expenses; oversees budgeting, forecasting, capital expenditures, audits, and expense management; and develops business plans with anticipated capital requirements and performance. The supervisor ensures compliance with company policies, applicable laws, operational procedures, and relevant government regulations. Related duties may be assigned.

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.
Comfortable working nights, weekends, and holidays.
Valid state driver's license.
Ability to maintain other FAA- or airport-required identification, seals, or authorizations.
Willingness to travel as required.

Responsibilities

Establish and maintain effective communication with airline customers and assess their needs.
Serve 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 the station operates in compliance with company policies and procedures and follows the company's mission, vision, and values.
Ensure consistent practices and processes in asset management, 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 acquiring, training, and onboarding team members.
Apply knowledge of current and future customers’ SLAs and SGHAs to deliver on commitments.
Develop teams through succession planning, KPI achievement, coaching, ongoing training, and mentoring.
Establish and maintain structured communication among departments, groups, and team members.
Interact with customers and obtain feedback to promote the station, measure satisfaction, and improve capabilities and processes.
Maintain appropriate staffing levels through effective use of flight and personnel schedules.
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 with capital requirements and anticipated performance.
Carry out management responsibilities in accordance with organizational policies and applicable laws.
Perform related duties as assigned.