Wheelchair Supervisor - Boston Logan International Airport - Part Time

Smarte Carte•Boston, MA

1d•Onsite

About The Position

The Airport Wheelchair Supervisor oversees the daily operations of the airport's wheelchair assistance program. This role is responsible for supervising the staff who assist passengers with mobility challenges, ensuring the timely and efficient provision of wheelchair services. The supervisor ensures that all staff are properly trained, safety protocols are followed, and customer satisfaction is prioritized. The position also involves coordinating with other departments to maintain a seamless travel experience for passengers with disabilities.

Requirements

Previous experience in customer service, airport operations, or a supervisory role is required.
Computer and Smart Phone proficient
Excellent customer service and verbal communication skills
Ability to complete all required training including airport compliance
Must be at least 18 years of age
Ability to get Airport Badge is required
Drivers License is required

Nice To Haves

Experience in managing teams or supervising staff, particularly in an airport or transportation setting, is highly preferred
Experience working with individuals with disabilities or mobility challenges is an advantage
High school diploma or equivalent required. A college degree or relevant certifications in customer service, healthcare, or airport operations is a plus

Responsibilities

Supervise, manage, and motivate a team of wheelchair assistance staff, including agents and coordinators.
Ensure all staff members are trained in providing courteous, efficient, and safe wheelchair assistance.
Oversee staff performance and conduct regular evaluations to ensure high service standards.
Monitor staffing levels to ensure adequate coverage, especially during peak travel times.
Ensure compliance with company policies, airport regulations, and safety standards.
Coordinate the delivery of wheelchair assistance services for passengers at various points in the airport, including check-in counters, security, gates, baggage claim, and boarding.
Ensure timely and accurate delivery of services to passengers with mobility impairments, including those with additional medical needs or specific requests.
Communicate with airlines, ground staff, and other airport departments to align services and ensure smooth operations.
Ensure a high level of customer service, ensuring passengers with mobility needs feel comfortable, safe, and valued during their airport experience.
Resolve any complaints or issues regarding wheelchair services, working to ensure passenger satisfaction.
Manage the scheduling and allocation of wheelchairs, agents, and equipment to ensure no passenger is left waiting unnecessarily.
Monitor and track wheelchair inventory to ensure availability and report any damage or need for replacement to management.
Ensure proper handling of wheelchairs and other mobility devices in accordance with airport procedures.
Maintain knowledge of relevant safety procedures and guidelines, ensuring that wheelchair assistance operations comply with airport regulations, local laws, and international accessibility standards.
Ensure all staff adhere to safety practices while assisting passengers, particularly during boarding, deplaning, and transfer processes.
Assist with emergency evacuation procedures for passengers with special needs, as required.
Maintain records of service requests, staff assignments, and operational performance.
Generate reports on the quality of wheelchair services, including wait times, passenger feedback, and any operational issues.
Provide recommendations to management for improving wheelchair service efficiency and passenger satisfaction.
Work closely with airline staff, ground crews, and other departments to facilitate smooth transitions for passengers requiring wheelchair assistance.
Attend regular meetings with other supervisors and managers to discuss service improvements, staffing needs, and operational changes.
Act as a point of contact for airline’s staff, Wheelchair Coordinators and Wheelchair Agents.
Schedule group briefings with wheelchair staff at beginning of shifts.
Communicate to staff on operational needs or changes (e.g., flight delays, preliminary pax counts, staffing changes).