Passenger Service Lead

Do you enjoy working in a fast-paced, safety-obsessed aviation environment? 

Position Overview: The Passenger Service Lead oversees and coordinates the day-to-day operations of the passenger service team. This role ensures excellent customer service, efficient check-in, boarding processes, and smooth coordination between departments to enhance the overall passenger experience at the airport. 

Alliance Ground International (AGI) is one of the largest independently owned ground handling companies providing services to 100+ airlines in 61 airports across the U.S. and Canada. We are the home to over 12,000 team members supporting over 1.5B Kilos and over 400K departures. Our Ground division has a strong reputation in aviation ground services. We are committed to providing the highest quality service and continuing our outstanding safety track record. As we continue to grow, we only look for the best in the industry. 

Job Responsibilities: 

• Be actively involved with all passenger service duties in your area (checking in passengers, luggage, communicating with passengers, and coordinating ticket counter activities with vendors, flight, and ground handling teams). 

• Delegate passenger service duties in your assigned area (either a gate or ticket counter). 

• Serve as point person to address passenger concerns and questions and make PA announcements to update passengers on flight statuses as needed. 

• Maintain gate security to ensure only properly ticketed passengers access the jetway. 

• Be responsible for conducting on-the-job training and coaching for new team members. 

• Observe and enforce all AGI and airline safety regulations and company policies. 

Safety, Security and Compliance: 

All AGI Team members have a responsibility and duty while at work to: 

• Take reasonable care for the health, wellbeing, safety, and security of themselves and of others who may be affected by their actions or omissions while at work. 

• Cooperate with their manager / supervisor to allow 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 interests of health, wellbeing, safety, security, or welfare reasons. 

• Inform their manager / supervisor of any work situation, equipment, or activity that represents a serious or immediate danger to health, wellbeing, safety, and security. 

• Report any hazards, near misses, incidents, accidents, or dangerous occurrences to their manager / supervisor, who will then follow the procedures contained in company and carrier Safety and Security procedures.  

• Carry out work in accordance with information and training provided and any specific health, wellbeing, safety, and security rules or procedures. 

• Fully understand AGI Health & Safety and Security policies.  

• Attend training courses as may be required by AGI. 

Physical Requirements: 

• Lift up to 70 pounds (32 kg) on a regular basis 

• Stand, lift, bend, push and pull on a frequent basis and for extended periods 

• Work around jet and machinery noises 

Qualifications and Skills: 

• Education: High school diploma or equivalent; additional training or certification in customer service or aviation preferred. 

• If work location is in the United States, must have authorization to work in the United States as defined by the Immigration Reform Act of 1986. If work location is in Canada, must have authorization to work in Canada as defined by the Immigration and Refugee Protection Act (IRPA) of 2001. 

• Experience: 3+ years in passenger services or ground operations, with at least 1 year in a leadership or supervisory role. 

• Skills: Strong leadership, communication, and problem-solving skills. Proficiency in reservation and check-in systems. 

• Knowledge: In-depth understanding of passenger handling procedures, airline policies, and safety regulations. 

AGI offers a comprehensive benefit package for all employees, including paid vacation and medical / dental / vision for full-time qualified employees as well as medical coverage for part-time employees. AGI also provides free uniforms and free on-the-job training to all employees. Additional benefits include a company-matched 401(k) program, company-paid employee assistance program, voluntary life insurance, and travel discounts on car rentals, hotels, and cruises to name a few. 

The successful AGI team member brings their “A” game every day with energy and enthusiasm, respect for their team, and the highest regard for safety!