Passenger Service Supervisor

Menzies Aviation LATAM; Cleveland (OH); On-site; USD 42,000 - 54,000; Full time

Job summary

Menzies Aviation LATAM is seeking a Passenger Service Supervisor to oversee our fast-paced airport passenger service environment. You will manage ticketing, check-in, and luggage handling while upholding high standards of safety and customer care.

The role requires bilingual English/Spanish, strong communication, and the ability to lead teams through peak periods. Candidates must pass security checks and be flexible to shifts, including weekends.

Qualifications

• Prior Passenger Service/Airline experience required.
• Bilingual in English and Spanish.
• Must be at least 18 years of age.
• Must pass pre-employment drug screen.
• Ability to read, write and speak English.
• Must pass FBI background check.
• Available to work weekends and holidays.
• High school diploma or GED required.

Responsibilities

• Handle passenger service duties with professional and courteous attitude.
• Manage staff scheduling, leadership development and accountability.
• Complete check-in procedures, reservations, ticketing and seat assignments.
• Assist customers with special needs and unaccompanied minors.
• Operate in high-activity areas, ensuring safety and security compliance.
• Attend mandatory training and mentor other employees.
• Conduct shift briefings and provide training per standards.
• Perform other duties as assigned.

Skills

Passenger service experience

Bilingual English Spanish

Advanced computer skills

Excellent communication skills

Time management

Ability to work under pressure

Education

High school diploma or GED

Job description

Overview

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

Job Details

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

As a Menzies Aviation Passenger Service Supervisor, you will have primary oversight of the fast-paced airport passenger service environment providing quality passenger service, ticketing, check-in processing, luggage claim handling and service assistance to all traveling passengers. This individual must adhere to Menzies Aviation uniform guidelines and codes of conduct (no visible tattoos/excessive piercings).

What You Will Be Doing

• Promptly handle all passenger service complaints with a focus on positive resolution
• Responsible for staff scheduling, leadership development and employee accountability
• Complete all check-in procedures including the handling of reservations, ticketing, seat assignments, and airport announcements and checking for proper international documentation
• Assist customers with special needs and unaccompanied minors
• When operating jet ways, CSSs will be required to work at unprotected heights of over 15 feet and be responsible for open/closing aircraft doors
• Read and interpret aircraft weight and balance loading instructions, hazardous material identification labels, aircraft loading manifests, and baggage and cargo routing tags
• 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
• 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.

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

What We Are Looking For

• Prior Passenger Service/Airline experience required
• Bilingual in English and Spanish
• 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
• Able to work from 4am to 1230 with Sunday and Monday off
• Airlines: United airlines

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

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. Please feel free to contact to recruiter below, if there are any reasonable adjustments to our process that you would like us to consider.

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