Experience in airline or airport operations with supervisory or management experience.
Strong leadership, communication, and problem-solving skills essential.
Knowledge of airline reservation and departure control systems necessary.
Understanding of TSA regulations and corporate security programs required.
Ability to work in a fast-paced, high-pressure environment is crucial.
Flexibility to work irregular hours, including nights, weekends, and holidays.
Responsibilities
Oversee check-in, boarding, and arrival processes for a seamless passenger experience.
Supervise gate agents and customer service representatives to maintain service standards.
Manage passenger irregularities, including delays and cancellations.
Handle customer escalations and provide immediate solutions.
Ensure compliance with airline policies and DOT/FAA regulations.
Act as the primary decision-maker and point of contact during shifts.
Conduct shift briefings and debriefings for operational staff.
Benefits
Access your pay when you need it through DailyPay app.
On-the-spot awards for top performers through the Awardco Platform.
Multiple medical care options for full and part-time employees.
Travel discounts, pet insurance, and discount shopping available.
Wellness programs offered to all employees.
401k program available for future investment.
Opportunities for internal mobility and transfers.
Full Job Description
Compensation
Salary: $85-90K
Job Summary
The Passenger Service Manager on Duty oversees daily operations related to above-wing (customer-facing activities. This role ensures safe, efficient, and timely handling of flights, passengers, and baggage while maintaining high standards of customer service and compliance with all regulatory and company requirements. The MOD coordinates with internal teams, airline partners, and airport authorities to resolve operational challenges in real time. Strong leadership, communication, and problem-solving skills are essential to ensure smooth shift operations and a positive travel experience for passengers.
Responsibilities
Oversee check-in, boarding, and arrival process to ensure a seamless passenger experience.
Supervise gate agents and customer service representatives to uphold service standards.
Manage passenger irregularities, including delays, cancellations, and denied boardings.
Handle customer escalations and provide on-the-spot solutions.
Ensure compliance with airline policies and DOT/FAA regulations.
Act as the primary decision-maker and point of contact during the shift.
Conduct shift briefings and debriefings for operational staff.
Maintain clear communication between departments and with airline partners.
Complete operational reports and incident documentation as needed.
Train, coach, and mentor frontline supervisors and staff.
Maintain a safe work environment and participate in required safety audits.
Minimum Requirements
High school diploma or equivalent
Experience in airline or airport operations, with supervisory or management experience.
Strong leadership, communication, and problem-solving skills.
Knowledge of airline reservation and departure control systems.
Understanding of TSA regulations and corporate security programs.
Ability to work in a fast-paced, high-pressure environment.
Flexibility to work irregular hours, including nights, weekends, and holidays.
Preferred Skills
Bachelor's Degree in Hospitality or Business preferred
Strong leadership, communication, and conflict-resolution skills.
Experience with airline systems, TSA regulations, and security compliance.
Ability to multitask in a fast-paced environment.
Proficiency in Microsoft Office and workforce management.
Ability to speak additional languages
Physical Requirements/Working Conditions
Ability to stand, walk, and move for extended periods in a busy airport environment.
Lift, push, pull, and carry up to 50 lbs when assisting with passenger needs or luggage.
Bend, kneel, and reach as required for operational tasks.
Work in various indoor and outdoor conditions, including exposure to weather elements.
Maintain stamina and focus in a fast-paced, high-pressure setting.
Perks & Benefits
Want your pay in advance? Access your pay when you need it through DailyPay app!
Are you a top performer who thrives on recognition? On the spot awards offered through the Awardco Platform including gift cards and more!
Need quality medical care? Multiple options for both full and part-time employees!
