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Office - Passenger Service Supervisor

Total Airport Services, LLC Spring Full-Time
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Passenger Services Manager is a highly motivated individual, a self-starter, and team player, with a strong drive for results and continual improvement to join its team. The Passenger Services Manager will be fully responsible for delivering effective passenger services solutions to our customers. The Passenger Services Manager will promote a positive team environment to better serve our customers at a high-volume airport.   

The Passenger Manager is responsible to:

1.ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. 

Safety  

o Be a champion for safety through accountability, awareness, and communication.  

o Conduct monthly safety meetings for all employees (without exception) and meet TAS a safety score card requirements 

o Conduct flight audits, station audits, and at-risk behavior audits. 

o Communicate and instill safety awareness in all employees including new hires.  

Operational Performance  

o Responsible for immediate work environment as well as the actions of all persons who report to them. 

o Review all daily, weekly and monthly operational reports to ensure proper dissemination, including but not limited to, shift reports, disciplinary actions, incident reports, safety meeting minutes, monthly summary report, pay change notices, employee evaluations, work orders, or any other local reporting medium. 

o Work in conjunction with Customer to determine manpower requirements for group movements, peak travel holidays, out of scope and flight schedule changes. 

o Conduct weekly Lead/Supervisor meetings, daily briefings with GSE mechanic for equipment updates and timely repair, participate in employee shift briefings and customer shift briefings or team meetings as required. 

o Review final payroll and daily hours to ensure salaries and wages remain within budgetary restraints. 

o Liaise with all customer service, airport and our customer.  

. Customer Service 

o Lead, motivate and manage team to deliver on the Service Level Agreements (SLA) with customers 

o Resolve customer service issues in a timely manner with tact and diplomacy.  

o Observe and ensure full compliance with uniform and appearance guidelines and inspect facility daily including supply rooms, storage rooms, storage, break rooms and office areas. 

o Investigate all service failures including chargeable delays, baggage/cargo/mail mishandling. 

o Administer station operational plans such as deicing, FOD, safety, winter operation and baggage plans.  

Fiscal Responsibility  

o Review key performance indicators (KPI's) and convey necessary actions if needed.  

o Coordinate purchases for operational necessities and ensure adequate supplies are available to meet customer standards. 

o Review final payroll and daily hours to ensure salaries and wages remain within budgetary restraints. 

o Monitor the impact of operational irregularities on such costs and ensure out of scope is documented and approved accordingly. 

Regulatory Compliance  

o Monitor and ensure compliance to all FAA, TSA, and DOT regulations establish sound working relationships with FAA, TSA, Customs, Immigrations, airport authorities, and business partners.  

o Attend all local airport tenant, security, and safety meetings.  

o Investigate, report and implement corrective action for any incident of aircraft damage or employee injury and conduct/participate in employee coaching and counseling as necessary to discuss issues and concerns.  

Cultivate a Professional, Team-based Work Environment  

o Hire the best talent and follow recruiting and hiring practices and procedures.  

o Aptitude to develop the supervisor team, provide succession planning, and re-engineer business processes as demanded by changes in the business. 

o Coach and train supervisors in their communication, feedback, recognition, and interaction responsibilities with the employees who report to them. 

o Offer development opportunities for team members through the creation of performance expectations, mentoring and conducting regular performance evaluations.  

o Able to work with a multinational work force, and to adjust to the local conditions of the station.  

o Monitor attendance and work with HR on infractions and record keeping. 

o Drive Employee Engagement and Reward and Recognize Employees and set up Quality Culture teams.  

Perform Other functions or Duties as requested.  

Work shifts as required by the business  

 

Skills required

Customer Service
Resolve Problem
Provide Actionable Feedback
Training
Monitor Customer Service
Enhance Customer Experience

Location

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Office - Passenger Service Supervisor
Estimated Salary: $90K
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Job ID: tasinc-HOU-1358

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Total Airport Services operates at eight airports throughout the United States, providing ramp tower control services, ground handling (above and below the wing), cargo warehousing and mail handling, passenger services and airport support services.

TAS has experienced steady and sustainable growth since it began operations in 2004. The basis for this success has been the high degree of involvement in TAS operations by its senior management team, and its focus on developing long-term relationships with its customer base.

In November 2015 TAS completed the sale of 70 percent of its ownership to an affiliate of CCR S.A., one of the largest infrastructure concession companies in the world. CCR holds interests in a wide array of transportation-related systems, including ownership and management of capital city airports throughout Latin America in Brazil, Ecuador, Costa Rica and Curacao. The acquisition marks CCR's expansion into the North American aviation market.

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