Baggage Drop Lead: Smooth Check-In & Team Coaching

PrimeFlight Aviation Services; Boston (MA); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Health benefits

Job summary

PrimeFlight Aviation Services is seeking a Baggage Drop Supervisor in Boston to oversee daily baggage drop operations and supervise Baggage Drop Agents, ensuring accurate, efficient, and customer-focused check-in experiences.

You will provide operational leadership, coordinate staffing and workflow, monitor compliance with airline policies and safety regulations, and resolve escalated passenger concerns in a fast-paced airport environment.

Qualifications

• 18 years of age or older.
• Legally authorized to work in the United States.
• Ability to read, write, speak, and understand the English language, including written documentation.
• Previous experience in airport operations, baggage handling, or airline customer service preferred.
• Previous supervisory or team leadership experience preferred.
• Strong leadership, interpersonal, and relationship-building skills.
• Excellent customer service, conflict resolution, and problem-solving abilities.
• Ability to effectively supervise, train, and motivate employees.
• Strong organizational and time management skills.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Ability to use computer systems and learn airline-specific baggage processing software.
• Ability to communicate effectively with employees, passengers, airline representatives, and management.
• Ability to work flexible schedules, including weekends, holidays, and varying shifts, as required by operational needs.

Responsibilities

• Supervise and coordinate the daily activities of Baggage Drop Agents to ensure efficient and accurate baggage processing.
• Provide leadership, guidance, and operational support to team members throughout assigned shifts.
• Monitor baggage drop operations to ensure compliance with company, airline, airport, safety, and security policies.
• Assign daily responsibilities and adjust employee coverage based on passenger volume and operational needs.
• Ensure passenger tickets, travel documentation, baggage tags, and luggage processing are handled accurately.
• Monitor compliance with baggage policies, including weight restrictions, prohibited items, and special handling procedures.
• Assist employees with complex baggage processing issues, oversized luggage, and special handling requirements.
• Respond to and resolve escalated passenger concerns in a professional and timely manner.
• Coordinate with airline representatives, airport personnel, and security teams to address operational challenges.
• Train new employees on baggage drop procedures, airline systems, customer service expectations, and safety protocols.
• Provide ongoing coaching, feedback, and performance guidance to Baggage Drop Agents.
• Monitor employee attendance, punctuality, productivity, and adherence to established procedures.
• Identify operational inefficiencies and recommend improvements to enhance service quality and passenger satisfaction.
• Ensure baggage drop equipment, computer systems, and self-service kiosks are functioning properly and report issues as necessary.
• Maintain an organized, safe, and efficient baggage drop area.
• Respond to baggage irregularities, discrepancies, and security concerns in accordance with established procedures.
• Assist with baggage processing and passenger check-in during high-volume periods or staffing shortages.
• Communicate operational updates, procedural changes, and airline requirements to employees.
• Prepare and maintain accurate operational records, shift reports, and other required documentation.
• Support management with employee scheduling, training, performance evaluations, and corrective action processes as assigned.
• Ensure employees consistently demonstrate professionalism, strong customer service, and effective communication skills.
• Promote a positive work environment through teamwork, accountability, and effective leadership.Perform any additional duties as assigned by management.

Skills

Airport operations

Baggage handling

Team leadership

Customer service

Communication

Job description

PrimeFlight Aviation Services is seeking a Baggage Drop Supervisor in Boston to oversee daily baggage drop operations and supervise Baggage Drop Agents, ensuring accurate, efficient, and customer-focused check-in experiences.

You will provide operational leadership, coordinate staffing and workflow, monitor compliance with airline policies and safety regulations, and resolve escalated passenger concerns in a fast-paced airport environment.