Job Summary:
The Passenger Services Supervisor is responsible for overseeing passenger service operations at the airport, ensuring a high level of customer service and efficient handling of passenger-related processes. The role supervises check-in, boarding, arrivals, and special passenger assistance while coordinating with airlines, airport authorities, and ground handling teams to ensure smooth passenger flow and compliance with aviation regulations.

Key Responsibilities:

• Supervise daily passenger service operations including check-in counters, boarding gates, and arrival services.

• Ensure passengers are processed efficiently in accordance with airline and airport procedures.

• Coordinate with airline representatives, immigration, security, and airport authorities to ensure smooth passenger handling.

• Monitor passenger flow and resolve operational issues, delays, or customer service concerns.

• Assist with handling special service requests such as VIP passengers, unaccompanied minors, passengers with reduced mobility (PRM), and transit passengers.

• Ensure compliance with airline policies, aviation regulations, and safety procedures.

• Supervise passenger service agents and provide guidance to ensure high-quality customer service.

• Prepare operational reports, shift summaries, and incident reports when required.

• Support staff training and ensure adherence to service standards and operational procedures.

• Handle passenger complaints and provide appropriate resolutions to maintain service excellence.