Supervisor Passenger Services

3 weeks ago

Toronto, Ontario, Canada Menzies Aviation Full time

Job Summary

Menzies Aviation is seeking a highly skilled and experienced Passenger Service Operations Manager to join our team. As a key member of our operations team, you will be responsible for ensuring the smooth and efficient delivery of passenger services at our airport locations.

Main Responsibilities

  • Coordinate and allocate staff and resources to meet service standards for our customers.
  • Ensure subordinates comply with working hours and duties as per published daily plan.
  • Ensure passenger service is delivered safely, on time, and consistently in line with service level standards.
  • Promptly handle customer service complaints with a focus on positive resolution.
  • Responsible for staff scheduling, leadership development, and employee accountability.
  • Complete all check-in procedures, including reservations, ticketing, seat assignments, and airport announcements.
  • Ensure assistance for 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, work at heights 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 health, safety, security, and government statutory requirements.
  • Promote a professional image at all times, applying Company Uniform Standards.
  • Other duties as assigned by direct or indirect superiors.

Qualifications and Experience

  • Minimum 18 years of age and legally able to work in Canada.
  • High school diploma, GED, or equivalent work experience.
  • Ability to speak, read, and write in English.
  • Thorough knowledge of passenger service operations, aviation security, safety practices, legislation, and customer supplier relationships.
  • Ability to lead, coach, and develop staff.
  • Computer literate with knowledge of Microsoft Word and Excel.
  • Available and flexible to work variable shifts, including weekends and holidays.
  • Valid driver's license with good driving record.
  • Ability to hold and maintain all required airport security clearance.
  • Reliability, our customers 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.
  • Ability to manage in an efficient manner the human and material resources within the department.
  • Organizes and has a logical, rational, effective, 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.

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