Summary:

The Passenger Services Supervisor oversees a team of passenger services agents, supporting those functions contracted to Choice Aviation by the airline, this may include reservations, ticketing, baggage services, check-in, load control, cashier, handling arriving and departing aircraft duties, handling of VIPs, provide special passenger assistance, handle customer complaints and other duties as assigned.

Core Competencies:

Able to work efficiently as a part of a team as well as independently. Able to work well under pressure and meet set deadlines. Organizational skills, time management and prioritizing skills Attention to detail in all areas of work. Enthusiastic about customer service.Communication skills Able to deal with people sensitively, tactfully, diplomatically, and professionally always. Strong work ethic and positive team attitude

Job Duties

Schedule and coordinate Choice Aviation passenger services team members as required, ensuring all shifts are covered with qualified personnel. Actively participates in the Safety Management System (SMS) Conduct shift briefing. Work with the General Manager and HR to ensure staffing levels are complete; and be involved in the hiring process including interviewing passenger services candidates. Deliver all necessary training to Passenger Services Agents. Coach, counsel and administer discipline when required. Work with the General Manager to ensure employee assessments are completed in a timely fashion. Perform all duties under a passenger services agent. Monitor operational performance, offer guidance, and proactively support the operation, for an efficient and safe turnaround. Spot-check accuracy, efficiency, and customer service. Ensure team is professionally represented. Handle customer complaints regarding ticketing and baggage handling when problems arise. (i.e., lost baggage, lost/misplaced tickets, canceled flights, or delayed flights) Submit payroll data to the station designee for processing.Post departure requirements: flight reporting, debriefing (if required) Comply with all federal, provincial, municipal, airport authority and carrier security requirements and Choice Aviation’s SOPs and policies.Maintain Quality Assurance oversight for operational issues relating to output and safety, providing suitable corrective and/or preventative actions where necessary.Ensure staff have access to the Quality Management System information enabling them to comply with company policies, processes, and procedures.Ensure employees are adequately trained in Quality Assurance to understand, implement, and maintain all quality objectives as outlined within our Quality Management System.Cooperate fully with Inspectors to achieve quality inspection commitments.Performs other duties as required.

Qualifications

High School diplomaWorked as a Passenger Service Agent for at least six (6) months. The ability to manage and motivate personnel. Flexible schedule, availability 7 days per week, varying hours, and days. Weekends, holidays, and evening coverage may be required. Willing to participate in formal leadership and job specific training (i.e., Train the trainer) Computer proficiency The ability to read, write and fluently speak and understand the English language.