Passenger Service Manager

About Air France and KLM

Air France and KLM are two renowned airlines that have joined forces to create one of the world's leading airline groups. With their combined expertise, these airlines have established a global presence and earned a reputation for providing quality services, operational excellence, and a customer-centric approach.

Working for Air France and KLM means becoming part of a diverse and talented team that strives for excellence in every aspect of the business. As an employee, you will have access to a wide range of career development opportunities, training programs, and a supportive work environment that encourages growth and innovation.

If you are passionate about aviation, customer service, and being part of a global industry leader, an opportunity with Air France and KLM can provide you with a rewarding and fulfilling career.

Key Responsibilities

• The Passenger Service Manager oversees AF employee staff, which deals with the following services to customers; greeting, check-in, boarding, ticketing issues, arrivals, baggage service, KX Service La Premiere and Lounge.
• The Passenger Service Manager oversees the activity of Station Supervisors, who ensure that customer service operations are handled correctly by Passenger Service Agents
• In line with the local Human Resource policies, in collaboration with the Station Manager, he/she manages the employees in order to enhance performance and to increase their satisfaction: Participates in recruitment and selection process, Provides Station Management with feedback for staff appraisal, actively collaborates with the Station Management in employees' development, Assists the Station Manager with staffing needs evaluations and is responsible for staff scheduling and ADP system management, Continually follows attendance and performance patterns, and work closely with Human Resources for disciplinary actions
• Ensures that the regulatory training for the department is up to date
• Manages and motivates a team of supervisors, Air France staff, handling company staff, as well as provides the staff with advice, support and objectives
• Ensures a high quality of service, making sure our service standards are applied (check-in, sales, boarding, lounge, VIP, arrivals, and baggage service)
• Oversees all phases of the Passenger Services ensuring that all procedures and policies are handled according to the Air France standards, as well as ensuring company standards for security and safety are maintained
• Conducts briefings on a daily basis and reinforce the Caring attitude quality standards
• Coaches the team consistently through the year and provides feedback through the yearly appraisal process, defining objectives and training needs
• Plans and publishes the department’s monthly schedule as well as prepare the yearly vacation plan for the station, manages the staff hiring process with Human Resources, keep training records, and study manpower needs with the staffing budget
• Prepares and publishes statistics relevant to the activities requested by the management
• Participate in airport emergency response drills, and serve as the point of contact between Air France and KLM and relevant authorities/agencies such as LAWA, FAA FBI ,TSA
• Serve as the advocate for new technologies and solutions, driving their successful adoption at the Station
• Assumes the responsibility of Duty Manager

Job-Requirements: knowledge, learned disciplines, experience

• Managerial and supervisory experience in a station environment with proven passenger service skills (check-in, sales, gates, lounge, VIP, arrivals, baggage)
• Proven experience in resolution management, crisis response, or a related field, preferably within a complex organizational setting.
• Highly disciplined and professional.
• Excellent skills in customer service with a commercial view, well organized, analytical, ability to prioritize and delegate, work in a high-pressure environment, communicative both written and verbal, and exceptional interpersonal skills
• Ability to guide and coach the passenger service agents in a multicultural environment
• This position entails frequent walking and standing for extended periods of time and occasionally lift and maneuver baggage weighing up to 40 pounds.
• Strong knowledge of AF-KLM Systems and MS office (Word, Excel, and Powerpoint)
• Knowledge of Deltamatic is a PLUS
• Proficient in the usage of AGOA (analytics and back-office)

Job Competencies

• Teamwork
• Drive
• Coaching
• Initiative
• Adaptability
• Stress tolerance
• Customer Focus
• Safety Awareness
• Building a Successful Team
• Tenacity
• Innovation

Air France and KLM provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Job Types: Full-time, Part-time

Pay: $55,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off

Schedule:

• 8 hour shift
• Holidays
• Night shift
• Overtime
• Weekend availability

Work Location: In person