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Supervisor Passenger Services

2 months ago

Toronto, Ontario, Canada Menzies Aviation Full time

Job Summary:

Menzies Aviation is seeking a highly skilled and experienced professional to fill the role of Supervisor Passenger Services. As a key member of our team, you will be responsible for ensuring the smooth operation of our airport services, providing exceptional customer service, and leading a team of dedicated professionals.

Main Responsibilities:

  • Coordinate and allocate staff and resources to meet service standards for our customers.
  • Ensure subordinates comply with working hours scheduled and duties as per published daily plan.
  • Deliver passenger service safely, on time, and consistently in line with service level standards set for both time and station performance.
  • Handle customer service complaints promptly and effectively, focusing on positive resolution.
  • Lead and develop staff, including scheduling, leadership development, and employee accountability.
  • Complete check-in procedures, including reservations, ticketing, seat assignments, and airport announcements, ensuring proper international documentation.
  • Assist customers with special needs and unaccompanied minors.
  • Read and interpret aircraft weight and balance loading instructions, hazardous material identification labels, aircraft loading manifests, and baggage and cargo routing tags.
  • Ensure accuracy of all weight and balance requirements.
  • Operate jet ways safely and efficiently, working at heights of over 15 feet, and be responsible for opening and closing aircraft doors.
  • Move and lift customer luggage with an average weight of 50 pounds, in some cases exceeding 70 pounds.
  • Ensure safe and secure operations in accordance with the highest possible standards of health, safety, security, and all government statutory requirements.
  • Promote a professional image at all times, applying the Company Uniform Standards.
  • Monitor staff uniform compliance and ensure no other items are worn or displayed outside of company clothing.
  • Perform other duties assigned by direct or indirect superiors.
  • Develop and implement a quality assurance program across the GH unit.
  • Ensure safety and security procedures are in accordance with standards set within the Menzies Health & Safety Policy Manual and international aviation standards.
  • Improve delivery of Menzies Aviation products and services through developing a motivated and skilled team, providing reports as required, and service delivery measurements.
  • Represent the company in a professional manner at all customer/airport meetings when required.
  • Ensure Passenger Services Agents are in compliance with expectations set through their job descriptions.
  • Supervise daily operations to ensure full compliance with airline and MA work procedures.
  • Responsible for the sickness follow-up process through company procedures (RTW).
  • Contribute to a better workplace and work environment.
  • Ensure Menzies Aviation premises and related work areas are kept clean, safe, and secure.
  • Ensure all staff acknowledges SLS information after briefing is done and follow up.
  • Participate in internal meetings and airline meetings when required.
  • Participate in airline actions/exercises as per work procedure or by request.
  • Ensure all airline manuals, procedures, and updates are available and easily accessible by all staff – passenger services related.
  • Ensure all changes within Menzies Aviation that impact passenger services staff are communicated promptly.
  • Ensure Data Protection policy is followed by all staff, as per airline and Menzies Aviation requirements.
  • Follow up and ensure all staff complies with daily routines, procedures, LOP, MA policy, and appearance, and our customers SLA and expectations.
  • Ensure regular operational briefings are performed with staff within the passenger services department.
  • Ensure tasks are performed in accordance with the Company and airline specific procedures and policies.
  • Required to attend mandatory training imposed by the Company and airlines as per job role.
  • Ensure severe disciplinary actions are taken if any abuse of Company property occurs.

Qualifications and Experience:

  • Must be a minimum of 18 years of age and legally able to work in Canada.
  • Must have a high school diploma, GED, or equivalent work experience.
  • Must be able to speak, read, and write in English.
  • Thorough knowledge of Passenger service operations, aviation security, safety practices, legislation, and customer supplier relationships.
  • Demonstrate ability to lead, coach, and develop staff.
  • Ability to influence, motivate, negotiate, and communicate effectively at all levels.
  • Computer literate with knowledge of Microsoft Word and Excel.
  • Must be available and flexible to work variable shifts, including weekends and holidays.
  • Must complete and pass initial new hire classroom and on-the-job training.
  • Valid driver's license with good driving record.
  • Must be able to hold and maintain all required airport security clearance.
  • Reliability, our customer and your fellow employees rely on you.
  • Position requires long periods of time at the ticket counter and gate check-in areas; must be able to stand for prolonged periods of time.
  • Must be a good listener and set a good example for all the staff.
  • Must be able to manage in an efficient manner the human and material resource within department.
  • Organizes and has a logical, rational, effectively, and focused method of work.
  • Detailed knowledge of customer airlines DCS and manual check-in procedures.
  • Detailed knowledge of Customer Care Program.
  • Detailed knowledge of IATA Dangerous Goods procedures.
  • Comply with MA uniform and appearance policy.
  • Comply with internal reporting procedure, when irregularities occur, and report all these to Line Manager.