BSO Supervisor

Menzies Aviation; Denver (CO); On-site; USD 40,000 - 60,000; Full time

Job summary

Menzies Aviation is seeking a Baggage Service Supervisor to oversee the fast-paced baggage service environment at our airport operations. You will manage staff, ensure accurate baggage handling, and resolve issues for passengers while adhering to safety and company standards.

The role requires strong leadership, outstanding communication, and the ability to work flexible shifts, including weekends and holidays.

Qualifications

• Must be at least 18 years old and able to pass pre-employment checks.
• Experience in customer service is strongly preferred.
• Advanced computer skills and ability to read IATA tickets is beneficial.
• Must be able to stand for long periods and lift up to 70lbs.
• Able to work variable shifts including weekends and holidays.

Responsibilities

• Oversee baggage service operations and ensure timely, accurate servicing.
• Schedule staff, develop team, and maintain accountability.
• Read IATA tickets to determine flight times and connections.
• Direct baggage tagging, screening, and handling for interline passengers.
• Manage lost or misplaced baggage claims and report to carriers.
• Provide excellent customer service and resolve complaints.
• Ensure health, safety, and security procedures are followed.
• Conduct trainings and shift briefings for staff.

Skills

Leadership

Customer Service

Communication

Time Management

English Proficiency

Training & Mentoring

Education

High School Diploma or GED

Tools

Computer Skills

Job description

Overview

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

Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at over 300 locations in 65 countries, across 6 continents.

But at the heart of our business is our people.

Role Purpose

The Baggage Service Supervisor, will have primary oversight of the fast-paced airport baggage service environment providing quality customer service, coordinating and handling customer baggage check-in and misplaced/lost baggage claims, provide reports to carriers, and assist customers with travel information. This individual must adhere to Menzies Aviation uniform guidelines and codes of conduct.

What you will be doing:

• Promptly handle all baggage service complaints with a focus on positive resolution
• Responsible for staff scheduling, leadership development and employee accountability
• Ability to read IATA tickets to determine flight departure times and connecting carriers
• Oversee screening of all interline passengers prior to placing bags on the interline return belts
• Ensures baggage tagging is correct
• Direct and assist passengers with mis-checked or short checked bags
• Oversee the handling of misplaced/lost baggage claims and provide reports to Carriers
• Evaluates customers need concerning airline locations
• Ensure the safe and secure operations, in accordance with the highest possible standards of health, safety, security and all government statutory requirements
• Required to attend the mandatory training imposed by the Company and Airlines as per job role
• Perform as a mentor to other employees
• Provide training to employees in accordance with Company and Airline standards
• Conduct shift briefings to ensure staff is organized and well informed
• Fill in at the gates or ticket counter when needed.
• Perform other duties as assigned

Safety, Security, Wellbeing and Compliance:

You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.

What we are looking for:

• Must be at least 18 years of age
• Must pass pre-employment drug screen
• Ability to proficiently read, write and speak English
• Excellent communication skills
• Must have a positive, can-do, upbeat personality
• Able to remain calm under pressure
• Must excel in time management skills and require minimal supervision
• Able to stand for long periods of time at the ticket counter and gate check-in areas
• Must be comfortable lifting 70lbs
• Must pass FBI background check and obtain US Customs seal
• Must be available and flexible to work variable shifts including weekends and holidays
• Prior Customer Service experience strongly preferred
• Advanced Computer Skills Required
• Must have a high school diploma, GED or six months work experience as Passenger Service Agent
• Prior Airline Passenger Service/Baggage Service experience required.

Diversity

Menzies Aviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented. Where everyone feels valued and can reach their full potential.

Please be aware that as part of our recruitment process, we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role.