F9 Passenger Service Supervisor

Menzies Aviation•Tampa, FL

About The Position

As a Passenger Service Supervisor, you will provide day-to-day work direction to passenger service representatives, ensuring a high level of customer service and operational efficiency. Working under limited supervision, you will oversee team performance and provide guidance and support to keep operations running smoothly. The role includes assigning employees to front-counter or airline-account work, introducing new employees to the work area and department procedures, and ensuring staff receive training on company policies, systems, and operational processes. You will also work with other departments to resolve service issues and handle customer complaints promptly, with a focus on positive resolution. The position involves regularly moving and lifting customer luggage, including heavy items, and standing for extended periods at ticket counters and gate check-in areas.

Requirements

Ability to supervise up to 10–15 passenger service representatives.
Valid driver's license.
One year of college certificate or technical school, six months of related experience, or an equivalent combination of education and experience.
Availability and flexibility to work variable shifts, including weekends and holidays.
Ability to stand for long periods at ticket counters and gate check-in areas.
Proficiency in speaking, reading, and writing English.
Strong verbal and written communication skills.
Knowledge of computer software programs.
Ability to pass pre-employment testing, including a drug test and physical examination.
Bilingual proficiency in English and Spanish is required.

Responsibilities

Assign employees to specific jobs at the front counter or airline account.
Introduce new employees to the work area and explain work rules, uniform policy, time-clock process, office-terminal procedures, and department operations.
Train employees on job specifics or assign them to work with an experienced representative.
Ensure employees are fully trained on company policies and procedures, including telephone procedures, cash handling, security procedures, and systems.
Coordinate with other departments to address and correct service issues and maintain service quality.
Move and lift customer luggage, averaging 50 pounds, with some pieces exceeding 75 pounds.
Handle customer service complaints promptly, focusing on positive resolution.
Provide day-to-day direction, guidance, and support to passenger service representatives and oversee team performance.