Airport Passenger Experience Lead

lliance Ground International; Tampa (FL); On-site; USD 55,000 - 80,000; Full time

Benefits offered by this job

Paid vacation benefits

Uniforms & training

Retirement benefits

Job summary

Alliance Ground International (AGI) is seeking a Passenger Service Lead to oversee day-to-day passenger service operations at the airport. You will ensure excellent customer service, manage check-in and boarding processes, and coordinate with vendors, flight crews, and ground teams to optimize the passenger experience.

Ideal candidates have 3+ years in passenger services or ground operations, including leadership experience, and strong skills in leadership, communication, and

Qualifications

• Education: High school diploma or equivalent; additional training or certification in customer service or aviation preferred. 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.
• Experience: 3+ years in passenger services or ground operations, with at least 1 year in a leadership or supervisory role.
• Skills: Strong leadership, communication, and problem-solving skills. Proficiency in reservation and check-in systems.
• Knowledge: In-depth understanding of passenger handling procedures, airline policies, and safety regulations.

Responsibilities

• Be actively involved with all passenger service duties in your area (checking in passengers, luggage, communicating with passengers, and coordinating ticket counter activities with vendors, flight, and ground handling teams).
• Delegate passenger service duties in your assigned area (either a gate or ticket counter).
• Serve as point person to address passenger concerns and questions and make PA announcements to update passengers on flight statuses as needed.
• Maintain gate security to ensure only properly ticketed passengers access the jetway.
• Be responsible for conducting on-the-job training and coaching for new team members.
• Observe and enforce all AGI and airline safety regulations and company policies.

Skills

Leadership

Communication

Problem-solving

Reservation systems

Education

High school diploma or equivalent

Job description

Alliance Ground International (AGI) is seeking a Passenger Service Lead to oversee day-to-day passenger service operations at the airport. You will ensure excellent customer service, manage check-in and boarding processes, and coordinate with vendors, flight crews, and ground teams to optimize the passenger experience.

Ideal candidates have 3+ years in passenger services or ground operations, including leadership experience, and strong skills in leadership, communication, and