BSO Supervisor

Aviation & Missile Solutions; Denver (CO); On-site; USD 25,000 - 36,000; Full time

Job summary

Menzies Aviation in Denver, CO is seeking a Baggage Service Supervisor. You will oversee the baggage service area, lead a team, and ensure smooth operations at the airport gate and check-in counters.

You will read IATA tickets, manage baggage tagging, resolve issues, and generate carrier reports. The role requires strong English skills, leadership ability, and physical stamina for shift work.

Qualifications

• Must be able to read, write and speak English fluently.
• Experience in customer service roles is strongly preferred.
• Proven ability to manage time and lead teams effectively.
• Must pass background checks and be able to lift 70 lbs.

Responsibilities

• Oversee fast-paced baggage service environment and ensure quality customer service.
• Schedule staff, mentor employees and manage accountability.
• Read IATA tickets to determine flight times and connections.
• Oversee baggage tagging accuracy and handling of mis-checked bags.
• Provide reports to carriers and assist passengers with travel information.
• Conduct shift briefings and provide training to staff.
• Fill in at gates or ticket counters as needed.
• Ensure safety, health, and compliance with standards.

Skills

Customer service

English proficiency

Time management

Calm under pressure

Leadership

Safety awareness

Physical stamina

Computer skills

Education

High School Diploma or GED

Tools

IATA ticket reading

Job description

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 customer’s 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
• Ability to proficiently read, write and speak English
• 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.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.