Passenger Service Supervisor
Alliance Ground International
Mississauga Ontario
Salary: Neg Per Hour
Job Responsibilities
- Direct and assist Passenger Service Agents and Leads on
shift, assign duties as needed, and resolve escalated customer concerns.
- Make recommendations to management on staffing
decisions, including hiring, discipline and termination.
- Ensure that new hire and refresher training is
completed for all Passenger Service Agents and Leads.
- Provide exceptional customer service as per AGI and airline
specific standards to ensure customer satisfaction at every step of their
journey.
- Always ensure safety and security is never compromised.
- Handle customer interaction with class in an efficient,
effective, and professional manner at the ticket counter and gate.
- Make and assist with reservations, preparation, and
issuance of tickets and itineraries, computation of fares, issuance of
refunds, baggage checking, and collection of excess baggage charges.
- Patiently and empathetically handle customer concerns
and complaints regarding ticketing and baggage handling, perform lost and
found activities, initiate tracing procedures for lost passenger baggage,
process claims for damaged or lost baggage and personal articles, prepare
and maintain required records and reports of lost and found activities.
- Knowledgeably answer inquiries regarding flight
schedules, fares, and other questions as they arise, providing passengers
with general travel information.
- Meet aircraft at gate or loading area, perform duties
in the departure lounges or at boarding gates when enplaning and deplaning
passengers, check passenger tickets and documents for validity, and
complete all necessary arrangements for accommodating passengers’
reservations, standbys, and their luggage.
- Determine flight close-out time and prepare, complete,
and check various flight forms for accuracy and complete post-departure
procedures.
- Responsible for all flight movement messages between
the gate, ground handling team, flight crew, and airport vendors.
- Follow procedures for passengers with regards to the
acceptance of Dangerous Goods.
Safety, Security and Compliance
All AGI Team members
have a responsibility and duty while at work to:
- Take reasonable care for the health, wellbeing, safety,
and security of themselves and of others who may be affected by their
actions or omissions while at work.
- Cooperate with their manager / supervisor to allow them
to perform or comply with any legal requirements imposed on the company.
- Not intentionally or recklessly interfere with or
misuse anything provided by the company in the interests of health,
wellbeing, safety, security, or welfare reasons.
- Inform their manager / supervisor of any work
situation, equipment, or activity that represents a serious or immediate
danger to health, wellbeing, safety, and security.
- Report any hazards, near misses, incidents, accidents,
or dangerous occurrences to their manager / supervisor, who will then
follow the procedures contained in company and carrier Safety and Security
procedures.
- Conduct work in accordance with information and
training provided and any specific health, wellbeing, safety, and security
rules or procedures.
- Fully understand AGI Health & Safety and Security
policies.
- Attend training courses as may be required by AGI.
Physical Requirements
- Must be able to lift/carry / push/pull and move items
of 70 pounds and/or more regularly and repetitively lift weights of 40 to
50 pounds on raised surfaces.
- Must be able to stand for extended periods of time.
- Must be able to carry heavy items up and down jetway
stairs.
- Must be alert to moving vehicles, equipment, or
aircraft and must be able to use radio equipment.
Knowledge, Skills, and Abilities
- Leadership: Must be
able to demonstrate the skills to encourage teams of agents and leads to
complete shift tasks in a timely and professional manner.
- Appearance: Must be
willing to wear uniform and insignia as prescribed by AGI. Personal appearance
and grooming must present a favorable corporate image.
- Good communication skills: Passenger Service Supervisors must be able to communicate information and instructions verbally and/or via radio equipment effectively in a professional manner with the flight crew, gate agents, customers, and other ground crew to coordinate the movement of passengers and handling of equipment and baggage.
- Tolerate and answer repetitious questions from passengers in a
friendly, outgoing manner. Ability to speak and be understood in giving
directions/information to passengers verbally and/or via overhead announcement
systems.
- Computer skills:
Passenger Service Supervisors are required to use computer systems daily.
- Critical thinking
skills: Agent may be called upon to troubleshoot issues to assist passengers
with reservation issues, process excess baggage fees correctly, verify required
visa documentation, etc.
- Basic math skills:
Must be able to process payment transactions for flight/seat upgrades, excess
baggage fees, etc.
- Time management
skills: Passenger Service Supervisors must be able to manage their time
effectively to complete tasks efficiently in a fast-paced environment. Must
report to work on a regular and timely basis.
Qualifications
- Be at least 18 years of age and possess a high school
diploma, GED, or work experience equivalent.
- If work location is in the United States, must have
authorization to work in the United States as defined by the Immigration
Reform Act of 1986. If work location is in Canada, must have authorization
to work in Canada as defined by the Immigration and Refugee Protection Act
(IRPA) of 2001.
- Must complete SIDA training to obtain airport authority
identification security.
- Preferred Qualifications - One+ year of relevant experience. Airline experience is preferred, and previous face-to-face customer service experience is also a plus.
Job Overview
Posted Date: 19 Dec 2024
Location: Mississauga Ontario
Salary: Neg Per Hour
Company Information
Alliance Ground International
Name: Alliance Ground International
Web: https://agi.aero/