Passenger Service Supervisor

ABM US•South San Francisco, CA

6d•Onsite

About The Position

The Passenger Service Supervisor will supervise and support Wheelchair Attendants and Baggage Handler Agents during assigned shifts. This role involves leading daily shift briefings, communicating operational updates, safety procedures, and service expectations. The supervisor will monitor employee attendance, punctuality, productivity, and overall performance, while also coaching, training, mentoring, and developing team members to maintain high service standards. Responsibilities include assisting with onboarding and training new employees, addressing employee concerns, and escalating disciplinary matters as necessary. The role also focuses on promoting a positive work environment centered on safety, teamwork, and customer satisfaction.

Requirements

At least 2 years of experience supervising employees.
Experience effectively managing teams: solid staff retention, counseling and developing team members, etc.
MS Office (Outlook, Word, Excel) proficiency required.
Valid Driver’s License and satisfactory driving record is required to operate company vehicles to and from customer work sites.
Proven ability to handle confidential information with discretion.
Detail-oriented with a high level of accuracy.
Strong organizational, multi-tasking, and prioritization skills.
Excellent interpersonal and communication skills, including ability to give effective presentations to small and large groups.
Resourceful team player with a positive outlook and approachable demeanor.
High School Diploma or GED (Required)

Responsibilities

Supervise and support Wheelchair Attendants and Baggage Handler Agents during assigned shifts.
Lead daily shift briefings and communicate operational updates, safety procedures, and service expectations.
Monitor employee attendance, punctuality, productivity, and overall performance.
Coach, train, mentor, and develop team members to maintain high service standards.
Assist with onboarding and training of new employees.
Address employee concerns and escalate disciplinary matters as necessary.
Promote a positive work environment focused on safety, teamwork, and customer satisfaction.
Ensure passengers requiring mobility assistance receive courteous, professional, and timely service.
Monitor service levels and staffing assignments to meet airline and customer demands.
Assist with coordinating wheelchair requests during peak operational periods.
Respond to passenger inquiries, complaints, and service recovery situations.
Ensure compliance with ADA requirements and company service standards.
Oversee baggage handling activities, including loading, unloading, transfer, and delivery operations.
Monitor baggage handling performance to ensure timely processing and delivery.
Investigate and document baggage-related incidents, delays, discrepancies, or service issues.
Coordinate with airline representatives and operations teams to resolve baggage concerns.
Ensure proper handling of priority, oversized, and special-service baggage.
Coordinate staffing levels based on flight schedules, passenger volume, and operational needs.
Maintain effective communication with airline partners, airport authorities, and internal departments.
Monitor operational performance metrics and implement corrective actions when needed.
Complete shift reports, incident reports, and operational documentation accurately and timely.
Support irregular operations, flight delays, cancellations, and emergency situations.