Passenger Experience Lead - Gate & Service

allianceground; Fort Myers (FL); On-site; USD 42,000 - 60,000; Full time

Job summary

Alliance Ground International (AGI) is hiring a Passenger Service Supervisor in Fort Myers to oversee Passenger Service Agents and Leads on shift, assign duties, and resolve escalated customer concerns while upholding safety and airline procedures.

The role emphasizes delivering first-class service at the ticket counter and gates, training new hires, and ensuring accurate ticketing, baggage handling, and coordination with ground teams to support on-time departures.

Qualifications

• Experience leading passenger service teams.
• Strong customer service focus and professionalism.
• Ability to train and coach new staff.

Responsibilities

• Direct and assist Passenger Service Agents and Leads on shift, assign duties as needed, and resolve escalated customer concerns.
• Make recommendations to management on staffing decisions, including hiring, discipline and termination.
• Ensure that new hire and refresher training is completed for all Passenger Service Agents and Leads.
• Provide exceptional customer service as per AGI and airline specific standards to ensure customer satisfaction at every step of their journey.
• Always ensure safety and security is never compromised.
• Handle customer interaction with class in an efficient, effective, and professional manner at the ticket counter and gate.
• Make and assist with reservations, preparation, and issuance of tickets and itineraries, computation of fares, issuance of refunds, baggage checks, and collection of excess baggage charges.
• Patiently and empathetically handle customer concerns and complaints regarding ticketing and baggage handling, perform lost and found activities, initiate tracing procedures for lost passenger baggage, process claims for damaged or lost baggage and personal articles, prepare and maintain required records and reports of lost and found activities.
• Knowledgeably answer inquiries regarding flight schedules, fares, and other questions as they arise, providing passengers with general travel information.
• Meet aircraft at gate or loading area, perform duties in the departure lounges or at boarding gates when enplaning and deplaning passengers, check passenger tickets and documents for validity, and complete all necessary arrangements for accommodating passengers' reservations, standbys, and their luggage.
• Determine flight close-out time and prepare, complete, and check various flight forms for accuracy and complete post-departure procedures.
• Responsible for all flight movement messages between the gate, ground handling team, flight crew, and airport vendors.
• Follow procedures for passengers with regards to the acceptance of Dangerous Goods.

Skills

Leadership

Customer service

Training & coaching

Communication

Job description

Alliance Ground International (AGI) is hiring a Passenger Service Supervisor in Fort Myers to oversee Passenger Service Agents and Leads on shift, assign duties, and resolve escalated customer concerns while upholding safety and airline procedures.

The role emphasizes delivering first-class service at the ticket counter and gates, training new hires, and ensuring accurate ticketing, baggage handling, and coordination with ground teams to support on-time departures.