Overview

People. Passion. Pride. This is what has driven our teams since 1833.

Since that time, we have developed to become a critical partner in the global aviation industry, delivering time- critical logistics services at over 250 locations in 58 countries, across 6 continents.

But at the heart of our business is our people.

Role Purpose

The Passenger Service Manager is responsible for the day-today activities and guidance of their team members. The team manager sets targets, implements guidelines, and assists with any issues the employees may have, in collaboration with the Operations & Passenger Service Manager. In addition, the team manager must ensure that all members understand the team's objectives and work together to achieve it.

Main Accountabilities

Organize and oversee the work of the Passenger Service and ensuring cost control and quality within budget and company standards.

• Ensure services meet targets and SLAs agreed with airlines.
• Identify and implement measures to improve efficiency, quality, and customer service in collaboration with other departments.
• Perform daily checks and follow-ups to maintain service standards.
• Work closely with the Shift Leader, and Operations department.
• Prepare and present KPI reports.
• Represent the department professionally and foster an inspiring team environment.
• Support team members in reaching their full potential and provide constructive feedback.
• Cooperate with HR on staff issues and ensure disciplinary procedures are followed.
• Ensure all team members wear the uniform and complete mandatory training.
• Perform SMART inspections and complete necessary reports.
• Maintain a safe and compliant working environment.
• Ensure the workplace is clean and tidy and follow health and safety requirements.

Safety, Security and Compliance:

• ALL employees have a responsibility and duty whilst at work to:
• Take reasonable care for the health, well-being, safety, and security of themselves and others who may be affected by their actions or omissions while at work.
• Cooperate with their manager/supervisor to enable them to perform or comply with any legal requirements imposed on the company.
• Not intentionally or recklessly interfere with or misuse anything provided by the company in the interest of health, well-being, safety, security, or welfare.
• Inform their manager/supervisor of any work situation, equipment, or activity that represents a serious or immediate danger to health, well-being, safety, and security.
• Report any hazards, near misses, incidents, accidents, or dangerous occurrences to their manager/supervisor, who will then follow relevant regulations from the Labor Inspectorate and Security manuals.
• Carry out work in accordance with information and training provided and any specific health, well-being, safety, and security rules or procedures.
• Fully understand the Company Health & Safety and Security policies.
• Attend training courses as may be arranged by the Company.

Qualifications, Competencies & Experience

• Strong knowledge of English, both written and spoken
• Good computer skills, including experience with Menzies programs for analysis, control, and reporting
• Strong organizational skills and the ability to manage time effectively
• Experience with ground operations (check-in, boarding, ticketing, passenger handling)
• Strong leadership skills, including excellent communication, team building, and conflict resolution
• Solid financial understanding and experience with budget management and cost control
• Commitment to outstanding customer service with a focus on quality
• Knowledge of airline safety procedures and ground handling procedures
• Ability to provide constructive feedback in a sensitive and timely manner
• Ability to plan, manage, and execute projects effectively, ensuring deadlines are met
• Ability to boost morale, promote team cohesion, and encourage the team's development and results
• Desire for personal development and contributing to the company's growth and success