Passenger Service Manager

John Menzies; København; On-site; DKK 900,000 - 1,200,000; Full time

Job summary

Menzies Aviation is seeking a Passenger Service Manager in Copenhagen to lead the Passenger Service department, oversee day-to-day operations, and maintain strong relations with customers and stakeholders. You will guide managers, optimise operations, and ensure safety and quality across the function.

The role focuses on people leadership, operational efficiency, and alignment with company policies, with responsibility for payroll coordination and performance improvement across the team.

Qualifications

• Substantial operational management experience.
• Experience and knowledge of aviation services, in particular passenger handling.
• Excellent leadership and people management skills
• Strong communications skills and experience in liaising with senior airline, airport, and other stakeholder personnel.
• Able to work with a multinational work force, and to adjust to the local conditions of the station.
• Good knowledge of airport reservation systems.
• Aptitude to develop the departmental management team, succession planning and re-engineer business processes as demanded by changes in the business.
• Developed communication and diplomacy skills used to direct/persuade/influence others.

Responsibilities

• Improving delivery of Menzies Aviation products and services through developing a motivated and skilled team.
• Maximising revenue both through product development and other associated opportunities.
• Budgetary control, ensuring effective and efficient labour utilisation, whilst also actively controlling all departmental costs.
• Ensuring the department follows a consistent Human Resources process, with the relevant company policies being delivered at all times.
• Work with airport suppliers & handlers to ensure prescribed levels of service at agreed standards are delivered.
• Create and maintain accurate staff database.
• Oversee the department monthly payroll including overtime, bonus, step-up pay, deductions and other adhoc payments and ensure they are processed accordingly.
• Ensure that the department consistently processes all new starter, leaver, increase/decrease in hours and salary or job title changes, complete necessary paperwork.
• Ensure the department records all sickness data for SSP purposes, and that Company HR policies are followed regarding sickness and lateness absences.
• Manage and coordinate stationery, water and vending machine supplies.
• Any other reasonable duty as requested.

Skills

Operational management

Aviation passenger handling

Leadership

Communication with stakeholders

Multinational teamwork

Airport reservation systems

People development

Diplomacy

Job description

Overview

People. Passion. Pride. This is what has driven our teams since 1833.

Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at 350 locations in more than 65 countries, across six continents.

But at the heart of our business is our people.

Role Purpose

The Passenger Service Manager has overall responsibility for the management of the Passenger Service department. This includes overall day-to-day management, customer and stakeholder relations, as well as the overall administration, optimisation and coordination of the function and the team.

The Passenger Service Manager is responsible for ensuring that the function is managed effectively from a people, organisational, operational and commercial perspective. The Passenger Service Manager acts as a key link between senior management and the teams within the function.

The Passenger Service Manager focuses on optimising operations through continuous attention to the management of managers (Team Managers), team leadership, coordination and follow-up, as well as safety and quality.

Main Accountabilities.

• Improving delivery of Menzies Aviation products and services through developing a motivated and skilled team.
• Maximising revenue both through product development and other associated opportunities.
• Budgetary control, ensuring effective and efficient labour utilisation, whilst also actively controlling all departmental costs.
• Ensuring the department follows a consistent Human Resources process, with the relevant company policies being delivered at all times.
• Work with airport suppliers & handlers to ensure prescribed levels of service at agreed standards are delivered.
• Create and maintain accurate staff database.
• Oversee the department monthly payroll including overtime, bonus, step-up pay, deductions and other adhoc payments and ensure they are processed accordingly.
• Ensure that the department consistently processes all new starter, leaver, increase/decrease in hours and salary or job title changes, complete necessary paperwork.
• Ensure the department records all sickness data for SSP purposes, and that Company HR policies are followed regarding sickness and lateness absences.
• Manage and coordinate stationery, water and vending machine supplies.
• Any other reasonable duty as requested.

Safety, Security and Compliance:

ALL employees have a responsibility and duty whilst 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 whilst at work.
• Co-operate with their manager / supervisor in order 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 the HSE and Security manuals.
• Carry out work in accordance with information and training provided and any specific health, wellbeing, safety and security rules or procedures.
• Fully understand the Company Health & Safety and Security policies.
• Attend training courses as may be arranged by the Company

Qualifications, Competencies & Experience

• Substantial operational management experience.
• Experience and knowledge of aviation services, in particular passenger handling.
• Excellent leadership and people management skills
• Strong communications skills and experience in liaising with senior airline, airport, and other stakeholder personnel.
• Able to work with a multinational work force, and to adjust to the local conditions of the station.
• Good knowledge of airport reservation systems.
• Aptitude to develop the departmental management team, succession planning and re-engineer business processes as demanded by changes in the business.
• Developed communication and diplomacy skills used to direct/persuade/influence others.

As part of our recruitment process, we will always consider how candidates fit with our values which you can learn more about here.