Airline Supervisor, Passenger Service Operations

Job Description

Job Description

Must be able to work a flexible schedule including nights, weekends, and holidays. Hours will vary based upon flight schedules.

Number of weekly hours may increase or decrease due to seasonal flight changes.

General Purpose of Job :

Serves as a working shift Supervisor for daily operations. Directs, trains, and coordinates an assigned shift for services provided to airlines and charter aircraft. Lead by example, exemplifying integrity, professionalism, and excellent communication skills. Motivate to achieve results while leading people fairly and with respect. Must be totally committed to the importance of serving the customer and have an excellent customer service focus.

Essential Duties and Responsibilities :

• Plans, organizes, directs, and participates in the Customer Service and Ramp Services operations for both contracted commercial flights and charter aircraft. Service operations include passenger check-in, security screening, baggage transfers to and from aircraft, aircraft deicing, aircraft cleaning, lavatory services, and aircraft power unit hookups.
• Directs and trains assigned Agents. Training includes new employee training and on-going in-service training, including monthly compliance and yearly safety training. Maintains required training records.
• Implements departmental policy as directed for operations. Advises the Station Manager on policy issues, including making recommendations and decisions as appropriate and developing more efficient methods of operations as needed.
• Coordinates Services activities with air carrier personnel, station managers, and representatives of the Transportation Security Administration (TSA) as required for assigned shift.
• Participates in the operation and training of various types of equipment, including, but not limited to, aircraft loading bridges, baggage tugs and carts, belt loaders, electric carts, lavatory carts, portable water carts, air starts, towbars and portable stairs in and around aircraft. Ensures equipment is maintained in good working order at all times.
• Ensures compliance with current Federal Aviation Administration (FAA) and TSA security regulations, airline corporate rules and regulations, directives, and procedures. Implements necessary changes in operations as directed. Attends regular and as-needed meetings.
• Maintains emergency checklists and supplies.
• Prepares and submits verbal and written reports related to service activities and Agents as required.
• Updates Multi-User Flight Information Display System (MUFIDS) as required.
• Coordinates communications between Airport, airline dispatch personnel and flight captain, including, but not limited to, information related to passenger manifests, weight / balance, fueling requirements, on / off times, uplift, flight release and weather packages.
• Handles other business-related responsibilities involving billing, correcting / updating payment data, collecting payments, cash handling, ordering supplies and other similar duties.

Competency / Behavioral Requirements :

Physical Demands :

Performs bending, squatting, kneeling, walking, climbing, reaching from ground level to overhead; possess ability to grip objects. Must be able to push, pull, lift and carry things such as heavy objects, luggage, and packages (up to 75 pounds) in and out of aircraft within confined aircraft cargo space or onto or from a conveyor belt. Must be able to ascend to a height of 40 feet for the purpose of de-icing aircraft; must be able to respond to audio transmitted information or alarms; must be able to distinguish color for such things as aircraft wingtip lights and aircraft instrument panel lights; may be subject to standing for long periods of time.

Work Environment :

Works both indoors and outdoors with exposure to extreme weather conditions as well as dust and pollen; subject to a variety of mechanical, electrical, chemical, toxic waste and other safety hazards associated with or working around aircraft, vehicles, equipment, fuel etc.; subject to constant and extreme noise, strong odors, fumes and poor lighting due to working at night; possible exposure to disease due to aircraft lavatory work.

Education, Experience and Training :

Requires one year of experience in the aviation industry. At least 6 months of your experience must be equivalent to an Airline Service Agent to include ticketing and / or Ramp Services support. Must receive initial / advanced Operations Services training required by the individual airlines within probationary period.

Knowledge :

Thorough working knowledge of the types of aircraft used at the station. Thorough working knowledge of current FAA / TSA security directives & the procedures affecting operations as well as general procedures for passenger processing and baggage transfers.

Licensing / Certification :

Must possess a valid Driver’s License; must obtain and maintain a current Complaint Resolution Official (CRO) certificate when required by individual airline companies; a Ground Security Coordinator certificate with certification for aircraft over 61 seats within the probationary period; must possess the following certificate of training upon hire : De-Icing / Anti-Icing if required, Aircraft Pushback, security search, and Security Exit Door training.

Miscellaneous Requirements :

Must successfully pass a background investigation with a fingerprint-based criminal records check in accordance with Title 14, Code of Federal Regulations, Part 1542, and Airport Security, as required by the Transportation Security Administration. Must pass a pre-employment drug test and periodic random drug testing as required in 49 Code of Federal Regulations Part 40 for safety-sensitive employees. Must be able to work a variety of assigned shifts including evenings and weekends.