Aviation Supervisor

Overview

The Field Supervisor - Passenger Services is responsible for the direct oversight of passenger service employees at Phoenix Sky Harbor International Airport (PHX) on a designated shift. To include ensuring that service levels, on-time performance, and customer service requirements are being met. This is a standing post & driving post, with constant coverage of the Terminal, Gates, and Curbside areas. 

The pay listed is the salary range for this position. Any specific offer will vary based on the successful applicant's education, experience, skills, abilities, geographic location, and alignment with market data. You may be eligible to participate in a Company incentive or bonus program.

Benefits:
ABM offers a comprehensive benefits package. For information about ABM's benefits, visit ABM 2025 Employee Benefits | Staff and Management Team Members

Responsibilities

-Assist with the training of passenger service agents, including wheelchair/mobility assistance, ADA compliance, and customer service standards.
-Oversee and perform passenger service operations across assigned terminals, gates, and curbside areas.
-Monitor flight schedules and coordinate agent deployment to meet arrival/departure demands and airline service level agreements.
-Ensure timely response to wheelchair assistance requests, unaccompanied minor escorts, and special service requests.
-Manage security and accountability of company equipment, radios, and airport access badges.
-Oversee quality of service delivery and confirm completion of service requests with Manager; check equipment and supplies weekly.
-Complete order forms and service documentation completely and accurately.
-Coordinate wheelchair and equipment usage and inventories.
-Manage daily employee lunches and breaks while maintaining post coverage.
-Maintain daily shift report for managers, including flight activity, service counts, and incidents.
-Perform basic administrative, payroll, and attendance functions (as required).
-Maintain communication with Account Managers to monitor and maintain optimum staffing levels.
-Provide technical guidance, interpret policies and procedures, and assist front-line employees in performing functional tasks.
-Ensure that shift schedules are complete (days off, vacations, etc.) a week in advance.
-Work with leadership to ensure all callouts are covered.
-Accommodate increased / decreased airline client staffing requests.
-Manage the No-Fault Attendance Policy.
-Ensure compliance with airport, TSA, and airline safety and security requirements.
-Performs other duties as assigned or requested.

Qualifications

-Good communication skills both written and verbal.
-Two (2) years of supervisory experience in passenger services, aviation, hospitality, or a related customer service environment is preferred and required.
-Proven ability to manage a large team and/or staff.
-Must be able to pass a 10-year background check and obtain/maintain an airport SIDA badge.
-Valid driver's license required (driving post).
-Ability to work 3rd shift, including weekends and holidays, in a 24/7 airport environment.