Passenger Services Supervisor

ABM US•San Francisco, CA

About The Position

The Passenger Services Supervisor oversees passenger wheelchair assistance and baggage handling operations during assigned shifts in San Francisco, California. The role supervises Wheelchair Attendants and Baggage Handler Agents, supports staff development, and ensures courteous, timely service and compliance with ADA requirements and company standards. The supervisor coordinates staffing and operational activities with flight schedules, passenger volumes, airline partners, airport authorities, and internal departments. The position also monitors performance, documents incidents and shift activity, and supports irregular operations, delays, cancellations, and emergencies. The role pays $28 per hour; the actual offer may vary based on experience, skills, abilities, geographic location, and market data. The shift is swing shift, and the supervisor must be able to work one day of the weekend.

Requirements

At least 2 years of experience supervising employees.
Experience effectively managing teams, including staff retention, counseling, and developing team members.
Proficiency in MS Office, including Outlook, Word, and Excel.
Valid driver’s license and satisfactory driving record 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.

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 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.
Coordinate 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 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.