Airport Passenger Experience Lead

lliance Ground International; Town of Florida (NY); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Paid vacation

Medical/dental/vision coverage

Free uniforms

On-the-job training

401(k) with company match

Employee assistance program

Travel discounts

Job summary

Alliance Ground International (AGI) is seeking a Passenger Service Supervisor to lead shift teams at the gate and ticket counter, ensuring smooth travel for customers and adherence to safety standards.

The role focuses on frontline service, staff coordination, training compliance, and resolving guest concerns with professionalism, while maintaining airline procedures and company policies across all interactions.

Qualifications

• Leadership demonstrated to coordinate shift tasks in a fast-paced environment.
• Excellent communication with flight crews, agents, and customers.
• Ability to manage time and prioritize tasks during peak periods.
• Proficient in basic calculations for fares and ancillary charges.
• Maintain professional appearance and corporate image.

Responsibilities

• Direct and assist Passenger Service Agents and Leads on shift, assign duties as needed, and resolve escalated customer concerns.
• Make recommendations to management on staffing decisions, including hiring, discipline and termination.
• Ensure that new hire and refresher training is completed for all Passenger Service Agents and Leads.
• Provide exceptional customer service as per AGI and airline specific standards to ensure customer satisfaction at every step of their journey.
• Always ensure safety and security is never compromised.
• Handle customer interaction with class in an efficient, effective, and professional manner at the ticket counter and gate.
• Make and assist with reservations, preparation, and issuance of tickets and itineraries, computation of fares, issuance of refunds, baggage checking, and collection of excess baggage charges.
• Patiently and empathetically handle customer concerns and complaints regarding ticketing and baggage handling, perform lost and found activities, initiate tracing procedures for lost passenger baggage, process claims for damaged or lost baggage and personal articles, prepare and maintain required records and reports of lost and found activities.
• Knowledgeably answer inquiries regarding flight schedules, fares, and other questions as they arise, providing passengers with general travel information.
• Meet aircraft at gate or loading area, perform duties in the departure lounges or at boarding gates when enplaning and deplaning passengers, check passenger tickets and documents for validity, and complete all necessary arrangements for accommodating passengers’ reservations, standbys, and their luggage.
• Determine flight close-out time and prepare, complete, and check various flight forms for accuracy and complete post-departure procedures.
• Responsible for all flight movement messages between the gate, ground handling team, flight crew, and airport vendors.
• Follow procedures for passengers with regards to the acceptance of Dangerous Goods.

Skills

Leadership

Communication skills

Time management

Critical thinking

Basic math skills

Appearance

Computer skills

Education

High school diploma / GED / equivalent

Tools

SIDA training

Job description

Alliance Ground International (AGI) is seeking a Passenger Service Supervisor to lead shift teams at the gate and ticket counter, ensuring smooth travel for customers and adherence to safety standards.

The role focuses on frontline service, staff coordination, training compliance, and resolving guest concerns with professionalism, while maintaining airline procedures and company policies across all interactions.