Supervisor, Passenger Service Operations

Job Summary

Required Qualifications

• •Highly sought 1-year of experience in the aviation industry
• •6 months of experience equivalent to an Airline Service Agent to include ticketing and/or Ramp Services support
• •Must receive initial/advanced Operations Services training required by the individual airlines within probationary period
• •Thorough working knowledge of the types of aircraft used at the station
• •Thorough working knowledge of current FAA/TSA security directives & the procedures affecting operations as well as general procedures for passenger processing and baggage transfers
• •Must possess a valid Driver's License
• •Must obtain and maintain a current Complaint Resolution Official (CRO) certificate when required by individual airlines companies
• •Must obtain and maintain a Ground Security Coordinator certificate with certification for aircraft over 61 seats within the probationary period
• •Must possess a certificate of training for De-Icing/Anti-Icing if required
• •Must possess a certificate of training for Aircraft Pushback
• •Must possess a certificate of training for security search
• •Must possess a certificate of training for Security Exit Door training
• •Must successfully pass a background investigation with a fingerprint-based criminal records check in accordance with Title 14, Code of Federal Regulations, Part 1542, and Airport Security, as required by the Transportation Security Administration
• •Must pass a pre-employment drug test and periodic random drug testing as required in 49 Code of Federal Regulations Part 40 for safety-sensitive employees
• •Must be able to work a variety of assigned shifts including evenings and weekends
• •Must be able to push, pull, lift, and carry things such as heavy objects, luggage, and packages (up to 75 pounds) in and out of aircraft within confined aircraft cargo space or onto or from a conveyor belt
• •Must be able to respond to audio transmitted information or alarms
• •Must be able to distinguish color for such things as aircraft wingtip lights and aircraft instrument panel lights
• •Must be able to perform the essential functions of the job without posing a threat to the health and safety of others
• •Attention to detail is a must
• •Must be able to maintain composure, keep emotions in check, control anger, and avoid aggressive behavior even in very difficult situations
• •Must be willing to accept criticism and deal calmly and effectively with high stress situations
• •Must be open to change (positive or negative) and to considerable variety in the workplace
• •Must be willing to take on responsibilities and challenges
• •Must be sensitive to others' needs and feelings and be understanding and helpful on the job
• •Must be able to develop one's own ways of doing things abiding by to TDA/Airline's policies and procedures, guide oneself with little or no supervision, and depend on oneself to get things done
• •Must be persistent in the face of obstacles
• •Must be able to model and promote acceptance and respect for differences among employees
• •Must be able to perform effectively as a member of the team in carrying out both the TDA stated mission and philosophy and the TDA client's goals and objectives
• •Must be pleasant with others on the job and display a good-natured, cooperative attitude
• •Must be reliable, responsible, and dependable, and fulfill obligations
• •Must be able to exercise sound, independent judgment
• •Must be able to analyze situations and problems with a results-oriented focus
• •Must be able to resolve conflict effectively
• •Must be able to identify and evaluate solutions, and effectively implement determined action
• •Must be able to approach problem-solving creatively and with a team orientation
• •Must be able to present an overall professional image
• •Must be able to communicate effectively both verbally and in writing
• •Must be able to deal effectively and courteously with co-workers and customers
• •Must be able to follow oral and written instructions
• •Must be able to prepare timely written and verbal reports, training demonstrations, etc.
• •Must be able to direct and participate in the work of daily operations activities
• •Must be totally committed to the importance of serving the customer and have an excellent customer service focus
• •Must be able to lead by example, exemplifying integrity, professionalism, and excellent communication skills
• •Must be able to motivate to achieve results while leading people fairly and with respect
• •Must be able to direct, train, and coordinate an assigned shift for services provided to airlines and charter aircraft
• •Must be able to plan, organize, and participate in Customer Service operations for both contracted commercial flights and charter aircraft
• •Must be able to service passenger check-in, security screening, baggage transfers to and from aircraft, aircraft cleaning, lavatory services, and aircraft power unit hookups
• •Must be able to direct and train assigned Agents
• •Must be able to implement departmental policy as directed for operations
• •Must be able to coordinate Services activities with air carrier personnel, station managers, and representatives of the Transportation Security Administration (TSA) as required for assigned shift
• •Must be able to participate in the operation and training of various types of equipment, including, but not limited to, aircraft loading bridges, baggage tugs and carts, belt loaders, electric carts, lavatory carts, portable water carts, air starts, towbars and portable stairs in and around aircraft
• •Must be able to ensure equipment is always maintained in good working order
• •Must be able to ensure compliance with current Federal Aviation Administration (FAA) and TSA security regulations, airline corporate rules and regulations, directives, and procedures
• •Must be able to maintain emergency checklists and supplies
• •Must be able to prepare and submit verbal and written reports related to service activities and Agents as required
• •Must be able to update Multi-User Flight Information Display System (MUFIDS) as required
• •Must be able to coordinate communications between Airport, airline dispatch personnel and flight captain, including, but not limited to, information related to passenger manifests, weight/balance, fueling requirements, on/off times, uplift, flight release and weather packages
• •Must be able to handle other business-related responsibilities involving billing, correcting/updating payment data, collecting payments, cash handling, ordering supplies and other similar duties
• •Must be able to perform bending, squatting, kneeling, walking, climbing, reaching from ground level to overhead; possess ability to grip objects
• •Must be able to stand for long periods of time
• •Must be able to work both indoors and outdoors with exposure to extreme weather conditions as well as dust and pollen
• •Must be able to work subject to a variety of mechanical, electrical, chemical, toxic waste and other safety hazards associated with or working around aircraft, vehicles, equipment, fuel etc
• •Must be able to work subject to constant and extreme noise, strong odors, fumes, and poor lighting due to working at night
• •Must be able to work subject to possible exposure to disease due to aircraft lavatory work