Lead Passenger Service Agent

Menzies Aviation; Wichita (KS); Hybrid; USD 19,000 - 33,000; Full time

Job summary

Menzies Aviation in Wichita is seeking a Passenger Service Lead to coordinate check-in, seating, documentation verification and passenger assistance at the airport. You will adhere to uniform guidelines and company codes of conduct while supporting ground operations.

The role requires strong customer service, the ability to work under pressure, and reliable availability for early shifts and weekends. Training programs are mandatory for all hires.

Qualifications

• Must be at least 18 years old.
• Background check, physical and drug test required.
• Ability to read, write and speak English fluently.
• Remain calm under pressure in a busy airport.
• Stand for long periods at ticket counters and gates.
• Lift up to 70 lbs when needed.
• Available for variable shifts including weekends/holidays.
• Prior customer service experience preferred.
• Advanced computer skills required.
• High school diploma or GED, or six months’ Passenger Service Agent experience.
• Hours: 04:30–09:30, days off vary.

Responsibilities

• Computerized check-in of passengers for international and domestic travel.
• Designate seat assignments and verify travel documentation.
• Ensure boarding passes match the passenger and flight.
• Verify ticket and seat reservations; match manifest to on-board count.
• Assist with baggage tagging and baggage claim reports.
• Provide gate information and assist passengers with issues.
• Maintain knowledge of flight times during the shift.
• Coordinate with Airlines, Customer Representatives and Ground Handlers.
• Attend mandatory training and Ground Security Coordinator training.
• Interpret identification labels and baggage routing tags.
• Respond to customer inquiries and provide information.
• Follow safety, security, wellbeing and compliance guidelines.

Skills

English proficiency

Customer service

Calm under pressure

Interpersonal skills

Teamwork

Advanced computer skills

Education

High School diploma or GED

Job description

People. Passion. Pride. This is what has driven our teams 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.

As a member of the Menzies Aviation Passenger Service Lead Team you will be responsible for coordinating passenger service related activities such as checking in passengers for flights at the ticket counter and gates, verifying passenger documentation, assigning seats, providing gate information, checking baggage, and assisting passengers with their issues in the airport. This individual must adhere to Menzies Aviation uniform guidelines and codes of conduct visible.

Role Purpose

As a member of the Menzies Aviation Passenger Service Lead Team, you will be responsible for coordinating passenger service‑related activities such as checking in passengers for flights at the ticket counter and gates, verifying passenger documentation, assigning seats, providing gate information, checking baggage, and assisting passengers with their issues in the airport. This individual must adhere to Menzies Aviation uniform guidelines and codes of conduct visible.

What you will be doing

• Computerized check‑in of passengers for international and domestic travel
• Designate seat assignments
• Verify documentation for international and domestic flights
• Ensure correct boarding passes are provided to each passenger for the assigned flight
• Verify ticket and seat reservations
• Match manifest to on‑board count
• Assist with various governmental agency requirements
• Announce arrivals and departures as necessary
• Assists with baggage tagging and bagging claim reports
• Interpret identification labels along with baggage and cargo routing tags
• Maintain current knowledge of all flight times during shift
• Provide information to customers
• Maintain liaison with Airlines and Customer Representatives and Ground Handlers
• Required to attend the mandatory training imposed by the Company and Airlines as per job role
• Required to attend Ground Security Coordinator training.

Would you like to see more detail on the accountabilities of the role? Please see the following job description for further information.

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.

Please see the attached job description for further details on safety, security, wellbeing & compliance.

What we are looking for:

• Must be at least 18 years of age
• Must pass pre‑employment background, physical test and a drug screen
• Ability to proficiently read, write and speak English
• Able to remain calm under pressure
• Must be 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 checkMust 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
• Hours are 0430 0930 with FR/SA off

Would you like to see more detail on what we are looking for? Please see the following job description for further information.

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.

As part of our recruitment process, we will always consider how candidates fit with our values which you can learn more abouthere .

Knowledge, Skills and Abilities

• Ability to learn quickly
• Ability to understand and carry out oral and written instructions and request clarification when needed
• Strong interpersonal skills
• Ability to work as part of a team
• Ability to build relationships
• Ability to solve problems independently

Qualifications

Education

Required

High School or better.

Licenses & Certifications

Required

DRIVERS LICENSE

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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.