1. Passenger Service Operations

• Supervise daily passenger handling activities including check‑in, boarding, arrival, transit, and baggage services.
• Ensure efficient passenger flow during peak and off‑peak periods.
• Monitor service counters, gates, and arrival areas to maintain operational readiness.
• Coordinate with airlines, ground handlers, immigration, security, and airport authorities.

2. Team Leadership & Supervision

• Lead, coach, and monitor Passenger Service Agents to ensure performance standards are met.
• Conduct staff briefings, allocate duties, and ensure adequate manpower coverage.
• Provide on‑the‑job training and guidance to new and existing team members.

3. Customer Service & Issue Resolution

• Handle passenger complaints, delays, denied boarding, and service disruptions professionally.
• Resolve escalated issues related to ticketing, check‑in, baggage, and flight irregularities.
• Maintain a high level of customer satisfaction and service quality.

4. Operational Compliance & Safety

• Ensure compliance with aviation regulations (IATA, ICAO), airline SOPs, and airport policies.
• Monitor safety and security procedures at all passenger touchpoints.
• Prepare and maintain reports on daily operations, incidents, and irregularities.

5. Coordination & Communication

• Act as the focal point between airlines, ground handling teams, and airport stakeholders.
• Ensure timely communication of flight information, delays, and operational updates.
• Support load control, gate assignments, and boarding coordination when required.