Passenger Service Supervisor PHC at XEJet

Job Summary


As the Passenger Service Supervisor, you will be responsible for supporting the Station Manager in the day-to-day coordination of airport and ground operations at the assigned station. The role ensures efficient passenger handling, flight turnaround activities, baggage operations, customer service delivery, and compliance with operational, safety, and security standards. The Passenger Service Supervisor serves as the first line of supervision for frontline staff and service providers, ensuring smooth station operations and excellent customer experience.


Key Responsibilities


Supervise daily passenger service activities, including check-in, boarding, arrivals, baggage handling, and customer assistance.
Coordinate aircraft turnaround activities and ensure all ground operations are completed within established timelines.
Monitor frontline staff, service providers, and operational personnel to ensure compliance with company procedures and service standards.
Assist in maintaining compliance with aviation regulations, safety requirements, security procedures, and company policies.
Address passenger complaints, service recovery issues, and operational challenges promptly and professionally.
Monitor staff attendance, punctuality, grooming, and performance, escalating disciplinary issues to the Station Manager when necessary.
Prepare operational reports, flight documentation, incident reports, and other station records as required.
Liaise with airport authorities, ground handlers, security agencies, and other stakeholders on routine operational matters.
Assist in coordinating responses to flight delays, cancellations, disruptions, and emergency situations at the station.
Support the Station Manager in achieving operational performance targets, customer service objectives, and overall station efficiency.


Qualifications and Experience


Bachelor's Degree or HND in Aviation Management, Business Administration, Transport Management, or a related field.
Minimum of 3 - 5 years of experience in airline, airport, or ground handling operations.
Previous experience in a supervisory role is an added advantage.


Required Competencies


Knowledge of airline and airport operations.
Understanding of passenger handling and ground operations procedures.
Knowledge of aviation safety and security requirements.
Strong supervisory and team leadership skills.
Excellent communication and interpersonal skills.
Good problem solving and decision-making abilities.
Customer service orientation.
Proficiency in Microsoft Office applications and operational reporting.