Team Lead, Passenger Services

**Purpose Statement**
The Team Lead, Passenger Services is responsible for leading and coordinating passenger services, terminal guest experience and passenger welfare activities during assigned shifts, ensuring the delivery of safe, efficient and customer-focused passenger services across all terminal facilities.
The Team Lead, Passenger Services acts as the senior operational representative of the Passenger Services function during the shift, providing frontline leadership, coordinating stakeholder activities and ensuring passenger service standards are consistently achieved. The role oversees passenger-facing operations, manages service recovery activities and supports the delivery of a seamless passenger journey aligned with GBIA's premium hospitality and service excellence ambitions.
The Team Lead, Passenger Services operates under the functional authority of the Airport Duty Manager during assigned shifts and is responsible for implementing passenger service-related operational directives issued through the Airport Duty Manager and AOCC.
**Key Accountabilities**
**Passenger Services Operations & Terminal Guest Experience**
• Lead passenger service activities during assigned shifts, ensuring high standards of customer service, passenger welfare and operational performance are consistently maintained.
• Monitor terminal operations, passenger flows, queue performance and passenger-facing facilities to ensure a safe, efficient and seamless passenger journey.
• Coordinate frontline passenger service personnel and deploy resources effectively to meet operational requirements and service level expectations.
• Oversee passenger assistance activities, ensuring passengers requiring additional support, including Persons with Reduced Mobility (PRM), receive timely and appropriate assistance.
• Monitor terminal service environments to ensure cleanliness, presentation, accessibility and operational readiness standards are maintained.
• Coordinate VIP movements, government delegations, protocol activities and premium passenger service requirements during assigned shifts, ensuring agreed service standards are achieved.
• Coordinate passenger information activities and ensure accurate, timely and consistent communication is provided to passengers during routine and disrupted operations.
• Conduct regular terminal inspections and passenger service observations to identify service improvement opportunities and operational concerns.
**Operational Coordination, Service Recovery & Passenger Welfare**
• Act as the primary escalation point for passenger service issues during assigned shifts, coordinating timely resolution of operational and customer service concerns.
• Lead passenger service recovery activities during delays, cancellations, baggage disruptions, system outages and other irregular operations.
• Coordinate with airlines, ground handling agents, security personnel, government agencies and airport stakeholders to minimise passenger impacts arising from operational disruptions.
• Work closely with the Airport Duty Manager, AOCC and operational departments to maintain passenger service continuity during routine and disrupted operations.
• Support the implementation of contingency plans, passenger welfare arrangements and emergency response procedures during operational incidents and airport emergencies.
• Monitor passenger complaints, service failures and operational issues during the shift, ensuring appropriate corrective actions are implemented.
• Coordinate passenger service activities associated with special events, operational restrictions, construction activities and periods of increased passenger demand.
**Team Leadership, Compliance & Performance Management**
• Lead, supervise and support Passenger Services personnel during assigned shifts, ensuring effective service delivery and operational performance.
• Allocate daily tasks, manage workforce deployment and coordinate shift activities to ensure appropriate coverage across passenger-facing operations.
• Conduct formal shift briefings and handovers to ensure continuity of operations, passenger service awareness and effective communication of operational priorities.
• Monitor compliance with airport policies, operational procedures, safety requirements and passenger service standards.
• Provide coaching, guidance and on-the-job support to team members, promoting service excellence, professionalism and continuous improvement.
• Identify performance issues, training needs and development opportunities, escalating requirements to the Manager, Passenger Services where appropriate.
• Maintain operational records, service reports and shift documentation in accordance with established procedures.
• Support service quality monitoring activities and contribute to continuous improvement initiatives across the Passenger Services function.