Passenger Services Manager
SY
Job Summary
Job Responsibilities 1
Passenger Journey & Service Performance Ownership
Own delivery of passenger services across check‑in, boarding, arrival, transfer, and special assistance processes, ensuring consistency and compliance.
Operational Readiness & Service Continuity
Ensure passenger services remain fully operational during peak demand, disruptions, and irregular operations, minimising service breakdowns.
Aviation & Security Compliance Governance
Ensure passenger service activities comply with aviation security requirements, airport rules, and authority procedures.
Service Quality & Experience Management
Define and enforce service standards that balance efficiency, safety, and customer satisfaction.
Resource Planning & Workforce Governance
Lead planning and deployment of passenger service resources to meet operational demand and airline requirements.
Stakeholder Coordination & Airline Interface
Serve as primary operational interface with airlines, airport operations, and security stakeholders on passenger service execution.
Incident Management & Escalation Control
Lead response to service disruptions, passenger issues, and operational incidents affecting passenger processing.
Job Responsibilities 2
Additional Responsibilities 3
Job Knowledge & Skills
Airport Passenger Processing Operations
Strong understanding of end‑to‑end passenger flows in regulated airport environments.
Service Quality & Standards Governance
Ability to define and enforce measurable service quality benchmarks.
Aviation Security & Compliance Awareness
Knowledge of procedures governing passenger screening and processing.
Operational Disruption Management
Capability to manage service delivery during irregular operations.
Leadership in High‑Volume Environments
Proven ability to lead large frontline service teams.
Job Experience
Competencies
Education