Lead Passenger Service Agent - SAS

Job summary

Lead Passenger Service Agent provides all required passenger / customer services as contracted by the customer to include, but not be limited to, reservations, ticketing, baggage processing, terminal / gate check-in, jet way operation, greeting arriving passengers, handling of VIPs, providing special passenger assistance, handling customer complaints and other duties as assigned.

The expected pay rate is $22.50 / hr. Full-time employees are offered a range of health and wellness benefits as well as 401(k) with company match paid vacation time, sick time, and company paid holidays.

Your activities

• Supervise / control staff assignments including reporting, absences, overtime and compensation.
• Plan and deploy resources to ensure that we are collectively successful by producing rosters in line with customer agreements and operational requirements.
• Develop an open feedback culture by managing the performance of employees and ensure the delivery of training to the required standard.
• Ensure compliance with all Swissport corporate safety and security procedures in order to meet / exceed regulatory standards and deliver the desired customer service experience.
• Maintain, up-to-date company’s and customer manuals and documentation.
• Build and maintain relationships with customers and airport authorities.
• Encourage consistency and collaboration by ensuring clear communication at all levels. This will include staff briefings, shift handover meetings, 1-1's and completion of relevant reports.
• Ensure compliance with Swissport's SOPs and policies.
• Ensure maximum efficiency in the operation of inbound and outbound flights.
• Resolve conflict and irregularities and take appropriate action.
• Responsible for maintenance of assigned equipment and materials.
• Implement and monitor the local emergency plan.

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