Passenger Experience Lead – Gate & Boarding

Alliance Ground International; Columbus (OH); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Paid vacation

Medical/Dental/Vision

401(k) program

Employee assistance program

Travel discounts

Free uniforms

Job summary

Alliance Ground International is seeking a Passenger Service Supervisor to oversee shift operations at the air travel front-line, ensuring top-tier customer service throughout the passenger journey. The role emphasizes safety, airline procedures, and clear communication with customers and crew.

Responsibilities include directing agents, coordinating with managers, training staff, and managing ticketing, baggage handling, and flight close-out tasks in a fast-paced airport setting.

Qualifications

• Be able to lead and direct a team of Passenger Service Agents and Leads.
• Excellent communication and customer service skills.
• Strong time management and problem-solving abilities.
• Proficient with computer systems and radio communication.
• Ability to multitask in a fast-paced airport environment.

Responsibilities

• Direct and assist Passenger Service Agents and Leads on shift, assign duties, and resolve escalated customer concerns.
• Provide training to new hires and refresher training for staff.
• Maintain high standards of safety, security, and airline procedures.
• Handle ticketing, reservations, fare computations, refunds, and baggage handling.
• Address customer concerns with empathy and professional conduct.
• Assist with admissions at gates and boarding areas and coordinate with ground handling teams.

Job description

Alliance Ground International is seeking a Passenger Service Supervisor to oversee shift operations at the air travel front-line, ensuring top-tier customer service throughout the passenger journey. The role emphasizes safety, airline procedures, and clear communication with customers and crew.

Responsibilities include directing agents, coordinating with managers, training staff, and managing ticketing, baggage handling, and flight close-out tasks in a fast-paced airport setting.