Passenger Services Manager on Duty

Worldwide Flight Services, Inc.•Las Vegas, NV

About The Position

The Passenger Service Manager on Duty oversees daily above-wing, customer-facing operations. The role ensures safe, efficient, and timely handling of flights, passengers, and baggage while maintaining high standards of customer service and complying with regulatory and company requirements. The Manager on Duty coordinates with internal teams, airline partners, and airport authorities to resolve operational challenges in real time and support smooth shift operations and a positive passenger experience. This full-time position is designated to the Frontier Airlines account and offers compensation of $72,500 per year. The work may involve irregular hours, including nights, weekends, and holidays, and takes place in a busy airport environment, including indoor and outdoor conditions.

Requirements

High school diploma or equivalent.
Valid U.S. driver's license.
Experience in airline or airport operations, with supervisory or management experience.
Strong leadership, communication, and problem-solving skills.
Knowledge of airline reservation and departure control systems.
Understanding of TSA regulations and corporate security programs.
Ability to work in a fast-paced, high-pressure environment.
Flexibility to work irregular hours, including nights, weekends, and holidays.

Nice To Haves

Bachelor’s degree in Hospitality or Business.
Strong conflict-resolution skills.
Experience with airline systems, TSA regulations, and security compliance.
Ability to multitask in a fast-paced environment.
Proficiency in Microsoft Office and workforce management.
Ability to speak additional languages.

Responsibilities

Oversee check-in, boarding, and arrival processes to ensure a seamless passenger experience.
Supervise gate agents and customer service representatives to uphold service standards.
Manage passenger irregularities, including delays, cancellations, and denied boardings.
Handle customer escalations and provide on-the-spot solutions.
Ensure compliance with airline policies and DOT/FAA regulations.
Act as the primary decision-maker and point of contact during the shift.
Conduct shift briefings and debriefings for operational staff.
Maintain clear communication between departments and with airline partners.
Complete operational reports and incident documentation as needed.
Train, coach, and mentor frontline supervisors and staff.
Maintain a safe work environment and participate in required safety audits.