Passenger Services Supervisor

ABM•San Francisco, CA

8d•Onsite

About The Position

The Passenger Services Supervisor oversees Wheelchair Attendants and Baggage Handler Agents during assigned shifts at the San Francisco location. The role supports passenger mobility assistance and baggage operations, coordinates staffing and communication with airline and airport partners, and maintains safety, service, and operational standards. The position pays $28 per hour and requires availability to work one weekend day on the swing shift.

Requirements

At least 2 years of experience supervising employees.
Experience effectively managing teams, including staff retention, counseling, and developing team members.
Proficiency with MS Office, including Outlook, Word, and Excel.
Valid driver’s license and satisfactory driving record; required to operate company vehicles to and from customer work sites.
Ability to handle confidential information with discretion.
Detail-oriented, with a high level of accuracy.
Strong organizational, multitasking, and prioritization skills.
Excellent interpersonal and communication skills, including the 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.
Must be able to work one day of the weekend on the swing shift.

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 performance; coach, train, mentor, and develop team members.
Assist with onboarding and training new employees, address employee concerns, and escalate disciplinary matters when 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 and coordinate wheelchair requests during peak periods.
Respond to passenger inquiries, complaints, and service recovery situations; ensure compliance with ADA requirements and company service standards.
Oversee baggage loading, unloading, transfer, and delivery; monitor timely processing and delivery, and ensure proper handling of priority, oversized, and special-service baggage.
Investigate and document baggage incidents, delays, discrepancies, and service issues; coordinate with airline representatives and operations teams to resolve concerns.
Coordinate staffing levels based on flight schedules, passenger volume, and operational needs.
Communicate with airline partners, airport authorities, and internal departments; monitor performance metrics and implement corrective actions when needed.
Complete shift reports, incident reports, and operational documentation accurately and on time.
Support irregular operations, flight delays, cancellations, and emergency situations.