Job summary
Passenger Services Duty Managers oversee the entire passenger services operation during their shift, ensuring a safe, efficient, and customer-focused experience. They lead and support team leaders and frontline staff, manage resources, and resolve escalated issues. As the key decision-maker on the ground, they ensure compliance with airline and airport standards while keeping operations running smoothly.
Roles responsibilities
- Lead the passenger services operation across check-in, boarding, arrivals, and customer service areas
- Manage and support team leaders and ensure adequate staffing and effective resource allocation
- Mentor team performance and provide on the job coaching.
- Act as the escalation point for operational or customer service issues
- Liaise with airline representatives, airport authorities, and ground handling teams
- Monitor flight schedules and proactively manage delays, disruptions, and irregular operations (IROPs)
- Ensure compliance with all safety, security, and regulatory requirements
Technical skills
- Strong knowledge of airline departure control systems (DCS) and airport operational systems
- Understanding of aviation safety, security, and regulatory compliance standards
- Experience managing IROPs and coordinating with multiple airport stakeholders
- Proficient in incident reporting and shift handover documentation
- Able to interpret and apply airline SLAs and operational performance metrics
Soft skills
- Strong leadership and team development capabilities
- Excellent communication and stakeholder management skills
- Strong problem-solving and conflict resolution abilities
- Ability to motivate, support and engage diverse teams
- Organised, adaptable, and calm in high-pressure environments
You’ll love this job if you enjoy…
- Taking ownership of fast-moving operations and leading from the front
- Being the key decision-maker when challenge arise
- Working closely with teams, airlines, and airport partners
- Solving complex problems in real time
- Staying active and engaged in a dynamic environment
- Making a visible impact on the passenger experience every day
A day in the life
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