National Airlines, based in Orlando, FL, operates passenger charter service as well as customized military and commercial air cargo carriages worldwide. National Airlines specializes in over-sized, time sensitive, and special handling requirements, utilizing 757-200, 747-400 and A-330 aircraft to accomplish its missions.
Job Title: Supervisor Passenger Service Representative
Location: Orlando, FL
Department: Operations
Reports To: Manager Passenger Service Representative
FLSA Status: Non-Exempt
Summary: Individual oversees passenger station operations following Federal Aviation Administration Regulations (FARs), internal regulatory agencies, all operating procedures, and Transportation Security Administration (TSA) full program under 49 CFR 1544.101(a). Ensures all handling services meet all company and governmental policies and regulations and that customers receive quality service.
Essential Functions:
- Provides leadership to a team of 10 or more individuals.
- Assists in scheduling and movement of PSRs to ensure proper coverage at each location.
- Performs job duties in a timely and professional manner.
- Communicates with Manager Passenger Operations, SOC, and customer representatives.
- Maintains current passport and travels to off-line stations.
- Complies with all company procedures as outlined in company manuals, bulletins, memos, and advisories, and ensures that contractors comply with all company and governmental safety and other applicable regulations and procedures.
- Monitors, coordinates, and supervises all handling activities, including passenger check-in, baggage and cargo handling, catering, flight deck and cabin crew requirements.
- Conducts classroom and OJT when required for New Hires and Recurrent Training.
- Compiles information and calculates aircraft weight and balance.
- Reviews all documentation to ensure accuracy and completeness and corrects inaccurate and/or incomplete information.
- Communicates serious or recurring issues to management.
- Ensures safety of company aircraft, passengers, and crews by preventing aircraft damage
- Ensures proper loading, including nets and locks.
- Ensures HAZMAT and Live Animals are handled correctly, including loading and paperwork.
- Performs tasks and ensures that personnel at off-line stations for aircraft to arrive and depart as scheduled.
- Ensure all customers, vendors and government authorities are aware of the schedule for the station.
- Ensures all equipment and services are in a position for proper aircraft handling.
- Ensures services are performed according to the most updated CAM messages and meet company standards with ground service equipment and labor.
- Acts as the Ground Security Coordinator (GSC) and enforces GSC procedures.
- Completes and/or maintains company reports, messages, files, passenger manifests and documentation, logs, forms, and ensures that necessary paperwork (i.e., Customs) is completed.
- Remains in contact with HDQ GCC with regards to updates and ground handling progress and during any delay situations
- Works closely with onboard maintenance and flight attendants to ensure all services are performed and necessary supplies are available to depart as scheduled.
- Meets with vendors and establishes departure protocol for all services including catering and required uplifts necessary for flight.
- Ensures all Ground Operations equipment onboard company aircraft.
- Responsible for overall aircraft in-cabin appearance, condition of the main cabin, galleys, closets, overhead bins, lavatories, cargo holds, and the bulk cargo hold.
- Performs other duties as assigned.
Competencies:
- Demonstrated ability to positively interact with airport contractors supporting NAL flight ops.
- Ability to problem solve difficult customer service issues and complaints.
- Ability to adapt to changing conditions and directions.
- Ability to work under pressure in a fast-paced team environment maintaining a positive attitude.
- Excellent interpersonal, verbal, and written communication skills
Qualifications, Experience & Skills:
- Must live in Orlando area and able to commute to the National Airlines Headquarters when required.
- High School Diploma or General Education Development (GED) Diploma required.
- Able to obtain local airport Security Identification Display Area (SIDA) Badge
- Must pass 10-year background check which includes fingerprinting, pre-employment drug test, and criminal history records check (CHRC)
- Military/Civilian passenger service experience a plus; on plane for several days.
- Minimum of five (5) years' experience as a PSR in a charter/commercial environment.
- Proven success in performing all PSR duties.
- Airline and/or ground handling experience is required.
- Knows and adheres to company operating and safety policies, operations, processes, and procedures appropriate to the job.
- Understands and uses airline and flight terminology and processes.
- Airline passenger and/or ground handling experience is required.
- Airline weight and balance certification is required.
- Proven leadership capabilities, and ability to work with minimal supervision in a fast-paced environment is required.
- Must be available to work Weekends, Holidays, and overtime when needed.
- Professional workplace attire required.
- Must be able to conduct classroom and OJT when required for New Hires and Recurrent Training.
- Comfortable working with Microsoft Office programs daily.
Preferred Qualifications:
- 5 years Ground Operations Experience
Mental Requirements:
- Ability to summarize and effectively present information to customers.
- Ability to work on problems of moderate scope and analyze data/situations.
Computer Skills:
- Proficient with Microsoft Word, excel, PowerPoint, Outlook, and Internet Explorer
- Check-in ticketing and boarding equipment to include POS equipment.
Physical Demands:
- Moderate activity handling objects up to 50 pounds occasionally and/or up to 20 pounds frequently.
- Frequently moves and distributes passenger luggage.
- Constantly positions self to work in warehouse environments.
Work Environment:
- Works inside the terminal at check-in counters overseeing gate agents.
- Works inside aircraft during aircraft provisioning process and during boarding process
- Works inside the ramp-side storage area managing aircraft supply inventory.
- Exposed to outside weather ranging from tropical heat/humidity to northern tier cold/ice.
Travel/Other requirements:
- Must be willing to travel domestically and internationally.
Valid, unrestricted Passport with ability to travel in/out of the United States
The duties listed above are intended only as illustrations of various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.
National Air Cargo is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, Protected Veteran status, genetic information, pregnancy, or any other legally protected status. We prohibit discrimination in all aspects of employment, including recruitment, hiring, compensation, benefits, training, termination, promotions or other conditions of employment or career development. We take affirmative steps to hire and advance females, racial minorities, Protected Veterans, and Individuals with Disabilities. We offer Reasonable Accommodations where necessary to candidates for employment and to our qualified employees with disabilities.
National Airlines also expects all our employees to support and promote our Safety Management System (SMS) Safety Policy and Safety Objectives. Employees at all levels of the organization are encouraged to report safety concerns or hazards without fear of reprisal.
National Airlines requires all team members to complete a record in National's Vaccination Tracking Tool. Team Members may opt to provide records documenting their fully vaccinated status or agree to comply with weekly COVID-19 testing and reporting. Requests for medical and religious exemptions for those who cannot be vaccinated will be considered with substantiating documentation.