Passenger Service Manager - Mexico City Airport

People. Passion. Pride. These are the values that have driven our team since 1833.

MENZIES AVIATION is the global leader in aviation services and support; our services include: Ramp, traffic, dispatch, fueling, bulk cargo, VIP executive services, and technology services.

Our presence in 5 Continents and 58 Countries demonstrates the success of our unique way of understanding and managing aviation services. With a perfect union of mind and heart, we continue building a successful business that is a global benchmark.

If you are a warm, professional person, oriented towards service and people, MENZIES is your company. Because at MENZIES AVIATION, the heart of the business is the people.

Passenger Service Manager

Job Mission: Effectively manage supervisors and passenger service staff. Serve as a liaison with clients, authorities, and additional providers, ensuring that the airline and the agreements established in the service level (SLA) are met.

What do you need?

• Bachelor's degree in Tourism, Administration, or related field.
• 3 to 4 years in a similar position
• B2 in English
• Knowledge in Passenger Service
• Knowledge in Documentation, Collections.
• Management of work teams.

What will your responsibilities be?

Responsibilities include, but are not limited to, the following activities:

• Guarantee the highest level of supply services to passengers and clients.
• Lead as the person responsible for the operation, achieving high coordination between Traffic, Dispatch, Marshall, Ramp; as well as achieving results for each flight within the terms of the current contract, amendments, or changes that arise dynamically.
• Elaborate work plans, establish priorities (SHIFT).
• Evaluate the impact that the activities performed have on the financial results of the business (PENALTIES, FINES, CLIENT CONTRACTS, ADDITIONAL SERVICES KPI INDICATORS)
• Ensure that Safety Procedures comply with the standards within the Menzies Health and Safety Policy Manual as well as international aviation standards
• Seek areas of opportunity in which customer service, service quality, and customer satisfaction can be improved in the performance of the staff under your charge.
• Provide guidance and timely reaction to help others reinforce specific areas of knowledge and skill.
• Take on challenges and drive initiative and proactivity in their personnel. (GOALS, ACHIEVEMENTS, SYSTEM OBJECTIVES)
• Supervise and control the correct functioning of the operation, guaranteeing that all scheduled flights are handled satisfactorily under the parameters of effectiveness and safety.
• Report any novelty, incident, or accident that causes injury to personnel, cargo, equipment, the aircraft, passengers' properties, our clients' properties, and/or company property. In addition to any significant deficiency in the service provided, materials, and documents.
• Identify and understand situations, problems, and opportunities, comparing information from different sources to make decisions.
• Effectively select a course of action and appropriately develop solutions.
• Take action with consistent facts and probable consequences.
• Be able to work effectively with upper management to deal with complex management problems and those with an impact on the organization
• Will be responsible for focusing and guiding others to successfully meet work objectives.
• Be able to encourage others to seek opportunities in order to face problems in a different and innovative way.
• Support and adhere to Menzies Clients' policies and procedures. Exercising good judgment when guiding and directing others. Providing accurate information about the operation.
• Is perceived by their staff as a fair and guiding supervisor
• Supervise that the staff has initial and recurrent training, as well as a training program that meets the needs of the department.
• The Issuance of circulars for the area personnel for the benefit of improvements in procedures and policies.
• Create a climate where personnel are stimulated and committed to contributing to decision-making and responsibilities to lead the employee to their maximum efficiency and organization.
• Report any problem regarding worker behavior, performance, and achievement following company policy, seeking support from other areas
• Establish high performance standards for oneself and others; is responsible when completing tasks and duties.
• Manage time and resources effectively to ensure that work will be performed effectively.
• Select, hire, and train qualified supervisory personnel.
• Validate that training records are up to date
• Keep track of results, exercising control and facilitating autonomy
• Inspect the activities under the charge of the supervisors responsible for OCC Reports, Overbooking, Baggage, Personnel Incidents, Sales.
• Will be responsible for ensuring that the personnel under their charge is capable of providing timely and reliable information.
• Implement Menzies Aviation Policies and Procedures in accordance with the Eight Pillars of Management.

What are we looking for?

• Passenger Service
• Punctual
• Committed
• Leadership
• Ease of speech.

-Requirements-

• Minimum education: Higher education - Specialty
• 3 years of experience
• Age: between 30 and 45 years
• Knowledge: Personnel management, Microsoft excel, Customer service
• Keywords: lider, jefe, gerente, manager, director, chief, lead, jefatura, regente, service, cdmx, df, airport