Airport Passenger Experience Lead

Alliance Ground International; Tampa (FL); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Paid vacation

Medical/dental/vision coverage

Uniforms provided

401(k) matched

Employee assistance program

Travel discounts

Job summary

Alliance Ground International is seeking a Passenger Service Lead to oversee day-to-day passenger service operations at the airport. You will ensure efficient check-in, boarding processes, and cross-department coordination for a superior passenger experience.

Ideal candidates have 3+ years in passenger services or ground operations, with leadership experience, and strong skills in communications and problem-solving. The role requires working on-site with full benefits and safety compliance.

Qualifications

• High school diploma or equivalent; additional training or certification in customer service or aviation preferred.

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

Check-in systems

Education

High school diploma or equivalent

Tools

Reservation systems

Check-in systems

Job description

Alliance Ground International is seeking a Passenger Service Lead to oversee day-to-day passenger service operations at the airport. You will ensure efficient check-in, boarding processes, and cross-department coordination for a superior passenger experience.

Ideal candidates have 3+ years in passenger services or ground operations, with leadership experience, and strong skills in communications and problem-solving. The role requires working on-site with full benefits and safety compliance.