Passenger Assistance Operations Supervisor (M/F/X)
Our client is seeking an experienced and proactive Passenger Assistance Operations Supervisor to oversee daily passenger assistance activities within a dynamic airport environment.
In this pivotal operational role, you will coordinate frontline resources, ensure service excellence, manage operational irregularities, and act as a key liaison between teams, stakeholders, and airline partners. Your ability to anticipate challenges, make informed decisions, and lead by example will contribute directly to operational efficiency and customer satisfaction.
Key Responsibilities
- Coordinate and oversee daily Passenger Assistance operations to ensure the highest levels of service quality and operational performance.
- Plan, allocate, and optimize operational resources in line with flight schedules and passenger requirements.
- Monitor operational activities throughout the day and implement short-term adjustments when necessary.
- Communicate operational updates, priorities, and instructions to frontline teams.
- Monitor flight movements and anticipate potential disruptions to minimize operational impacts.
- Act as the main point of contact for internal departments, airport stakeholders, airline representatives, and service providers.
- Manage operational disruptions and coordinate corrective actions with relevant teams and partners.
- Identify, document, and report operational irregularities while ensuring appropriate follow-up actions are implemented.
- Contribute to performance improvement initiatives by proposing operational enhancements and service quality improvements.
- Support workforce planning, employee development, and operational readiness in collaboration with management and training teams.
- Escalate significant operational issues, risks, or incidents to senior management when required.
Profile
Education & Experience
- Secondary school diploma or equivalent qualification.
- Proven experience within Passenger Assistance, Ground Handling, Airport Operations, or a related aviation environment.
- Previous experience coordinating or supervising operational teams in a fast-paced setting.
- Strong understanding of airport operational processes and customer service standards.
Languages
- Fluent in English and French or German
Skills & Competencies
- Strong leadership and team coordination abilities.
- Excellent organizational and planning skills.
- Ability to prioritize effectively and manage multiple tasks simultaneously.
- Strong decision-making capabilities in time-sensitive situations.
- Customer-focused mindset with excellent communication and interpersonal skills.
- High attention to detail and commitment to operational excellence.
- Resilient, adaptable, and comfortable working under pressure.
- Team player with the ability to work autonomously when required.
