Supervisor, Airport Services

Envoy Air•Traverse City, MI

1d•Onsite

About The Position

The Supervisor, Airport Services coordinates day-to-day station operations by leading and organizing Agents/Clerks to support a safe working environment and dependable, on-time service. The supervisor ensures adequate staffing and operational coverage, oversees scheduling and manpower utilization, conducts agent observations, administers local and new-hire training, and investigates operational and customer-service issues. The role also participates in operational conference calls and station audits, prepares reports, and maintains time-and-attendance records, personnel files, and performance documentation. Supervisors perform Station Agent duties as needed. These combined ramp and customer-service duties include greeting passengers, assisting with check-in and ticketing, using reservation and ticketing software, communicating trip information, directing aircraft on taxiways, handling baggage and cargo, operating ground equipment, and collaborating with colleagues to support safe, on-time departures. Duties may also include cleaning aircraft interiors and lavatories or assisting in the Baggage Service Office. Company uniforms are provided, and employees must follow the uniform policy.

Requirements

At least 18 years of age.
High school diploma or GED equivalent.
Valid state driver’s license; some restrictions may affect eligibility.
Valid, unexpired, and unsuspended REAL ID-compliant state driver’s license or passport.
Ability to carry, bend, lift, and turn with bags weighing up to 75 pounds.
Ability to work rotating shifts, including nights, holidays, weekends, and days off, and to report regularly and on time.
Flexibility to work additional hours beyond the regular shift on short notice when operationally necessary.
Ability to perform duties in various weather conditions and time constraints.
Ability to read, write, speak fluently, and understand English.
Legal right to work in the United States.
Ability to perform duties under stressful conditions while working to create a favorable impression of American Airlines.
Self-motivation and safety consciousness.
Comfort organizing work groups and handling multiple priorities in a fast-paced environment.
Leadership, initiative, and sound judgment.
Ability to meet applicable airport security and background-check requirements, including fingerprint-based criminal background checks and airport authority or U.S. Customs security badges, if applicable.
For locations handling U.S. mail, ability to pass a U.S. Postal Service background check.
For this safety-sensitive position, compliance with applicable DOT drug and alcohol history review requirements.

Nice To Haves

At least one year of customer-service experience.
At some locations, previous airline experience, including working knowledge of an airline ticketing system and/or ramp operations.

Responsibilities

Coordinate day-to-day station operations by leading and organizing Agents/Clerks.
Ensure adequate operational coverage and manage scheduling and manpower utilization.
Maintain a safe, dependable, and consistent operation.
Conduct Agent observations.
Schedule and administer local training, including new-hire training.
Investigate and resolve operational and customer-service issues.
Participate in operational conference calls and station audits, and prepare reports.
Maintain records such as time and attendance, personnel files, and performance documentation.
Perform Station Agent duties as required, including passenger check-in and ticketing, baggage and cargo handling, aircraft guidance, and operation of ground equipment.
Communicate appropriate trip and belongings information to passengers.
Collaborate with the internal team to support safe and on-time departures.
As needed, clean aircraft interiors and lavatories and/or work in the Baggage Service Office to track baggage.
Wear company-issued uniforms and adhere to the uniform policy.