Passenger Services Specialist

Overall Responsibilities: As a Passenger Services Specialist, you are team lead responsible for management of a team of staff and ensuring that passenger services are delivered in an efficient, customer-centric and professional manner throughout passengers’ airport journey. You support day-to-day operations, coordinate with internal and external stakeholders, and serve as a point of escalation for on-ground service issues. Duties& Responsibilities: Team leader and criticaldecision making in Passenger Services operations. Broad daily duties include: · Lead and supervise a team of Passenger Services Associates in check-in,boarding, arrivals, and other passenger service functions. · Monitor team performance and ensure adherence to service standards,safety protocols, and operational procedures. · Provide guidance, coaching, and on-the-job training to staff to ensure continuous development and service consistency. · Act as the point of contact for airline representatives and handle operational communications regarding flight handling. · Act as a point of escalation to help to resolve passenger complaints or complex service issues professionally for junior staff. To further escalate to higher management when necessary. This involves the domains of: - Check-in - Boarding - Arrival handling - Irregular operations - Other extraordinary handling situations · Ensure all documentation and reporting (e.g., flight reports) is completed accurately and in a timely manner. · Coordinate with ground operations, baggage services, security, immigration, customs, and other airport units to ensure seamless operations. · Manage on-the-ground logistics during flight disruptions, delays,diversions, or irregular operations (IRROPs). · Ensure that service delivery is in line with airline expectations. · Maintain full awareness of flight schedules, gate changes, and staffing needs, and adjust team deployment as required. · Maintains utmost service, grooming and discipline standards amongst staff. · Ensures compliance to safety, security and standard operating procedures of the company, airlines and airport authorities. · Incompliance with Personal Data Protection Commission’s regulations, PSSs are to ensure that all flight related printout, documents or forms containing passenger(s)’ names and other information is not made accessible to public which may result to leakage of passenger’s personal data. These forms should be disposed into the document disposal waste bins at the operations office. · Assist the Duty Manager in the daily deployment based on agreed service standards with the airlines and airport authorities. · Perform any other duties as assigned by his/her superiors. Key Attributes: · Leadership and team management, to lead, motivate, guide and support team members under pressure and maintain high morale · Confident in delegating tasks and holding the team members responsible to produce results · Commitment to delivering exceptional service to passengers in a fast-paced environment · Handles complaints and escalations calmly, empathically and professionally · Strong operational understanding · Assists to push the agenda of promoting safety, security and compliance to standard operating procedures · Abilityto adapt to dynamic situations such as flight delays, diversions or high-volume periods · Clear, concise and professional in both verbal and written communication · Quick-thinking and resourceful, able to make informed decisions in real time · Meticulous and attention to detail, especially in handling of documentation and following of standard operating procedures · Open to change and adaptable · Able to perform rotating shift work including weekends and public holidays · Comfortable with using computer, including use of Microsoft Excel and Word