JOB PURPOSE
The Passenger Services Team Lead oversees passenger services, terminal experience and welfare during assigned shifts, ensuring safe, efficient and customer-focused operations. The role coordinates frontline services, IROPS response and service recovery with stakeholders across GBIA
KEY ACCOUNTABILITIES
A. Passenger Services Operations & Guest Experience
- Lead Passenger Services operations during assigned shifts, ensuring safe, efficient and customer-focused delivery of passenger assistance and terminal guest services.
- Allocate personnel and resources according to passenger demand and operational priorities, monitoring passenger flows, queue performance, terminal occupancy and conditions affecting the passenger experience.
- Oversee assistance for passengers requiring additional support, including PRM, elderly passengers, families, unaccompanied minors and other passengers requiring special assistance; coordinate VIP, premium and special group services.
- Conduct terminal inspections and monitor passenger facilities, housekeeping, accessibility, signage and wayfinding, initiating corrective actions where required.
- Coordinate with AOCC, airlines and operational stakeholders to ensure timely, accurate and consistent passenger information.
B. Operational Coordination, Service Recovery & Passenger Welfare
- Act as the Passenger Services operational lead during assigned shifts, coordinating service delivery with AOCC Operations and the Airport Duty Manager during routine and disrupted operations.
- Lead passenger service recovery during delays, cancellations, baggage disruptions, IROPS, system failures and other operational disruptions, prioritising passenger welfare.
- Coordinate with airlines, ground handling providers, Border-Gate Police, Immigration, Customs, Health/Animal/Plant Quarantine authorities and other stakeholders to minimise passenger impacts.
- Coordinate passenger welfare arrangements during disruptions, including passenger communications, refreshments, accommodation and other appropriate support, and support AEP implementation during emergencies.
- Conduct formal shift handovers and maintain operational records to ensure continuity of passenger service issues, operational priorities and recovery activities.
C. Team Leadership, Service Quality & Performance Management
- Lead and supervise Passenger Services Officers, allocate daily tasks and workforce resources and maintain effective operational coverage across the terminal.
- Conduct shift briefings and debriefings, communicating operational priorities, passenger service issues, VIP movements, risks and planned activities.
- Coach and develop Passenger Services Officers through induction, mentoring and on-the-job guidance to maintain operational readiness and consistent service standards.
- Monitor compliance with passenger service procedures, airport policies, safety requirements and customer service standards, escalating performance, training and resource issues as appropriate.
- Monitor passenger satisfaction and service quality and support audits and continuous improvement initiatives to enhance the passenger experience.
JOB REQUIREMENTS
A. Qualifications
- Bachelor's Degree in Aviation Management, Airport Operations, Hospitality Management, Tourism Management, Business Management or a related discipline.
B. Work Experience
- Minimum 5 years of experience in airport operations, passenger services, airline operations, hospitality or a comparable customer-facing operational environment.
- Minimum 2 years of experience leading or supervising operational teams within a shift-based environment.
- Demonstrated experience coordinating passenger service delivery, customer service operations or terminal operations within an airport or comparable hospitality environment.
- Experience managing passenger welfare, IROPS, service recovery and operational disruptions; VIP, protocol or premium hospitality experience is desirable.
- Demonstrated ability to coordinate multiple stakeholders and respond effectively within a live operational environment.
C. Certifications & Licences
- Airport Operations qualification desirable.
- Safety Management System (SMS) and Airport Emergency Plan (AEP) training.
- Customer Service or Hospitality certification desirable.
- Airport Security Awareness and Airside Safety training, where operational access is required.
- Airside Driving Permit (ADP) and Airside Radio Communications certification or approved Airside Radio Protocols training, where operationally required.
