Head of Passenger Services

Menzies-RAS Pvt Ltd is seeking an experienced

Head of Passenger Services

to lead and inspire a dedicated passenger services team within the airport operations sector.

The successful candidate will be responsible for managing all aspects of passenger service operations, ensuring compliance with regulatory standards, and maintaining effective communication across all levels of the organization. The role requires a strong leader who leads by example, promotes safety and customer service excellence, and delivers operational efficiency to meet airline performance targets.

Key responsibilities include staff development through effective training, performance monitoring, coaching, and grievance handling to foster a positive and productive work environment. The Passenger Services Manager will coordinate daily operational activities, implement company policies, and maintain clear and consistent communication with employees, passengers, airline representatives, and other stakeholders.

The role also requires a proactive approach to minimizing operational disruptions and enhancing the passenger experience, particularly during delays, irregular operations, and emergency situations. The successful candidate will build and maintain strong relationships with third-party service providers, airlines, airport authorities, and regulatory bodies.

The manager will also contribute to cost control by effectively managing staffing and overtime, improving operational efficiency, and identifying opportunities to increase ancillary revenue.

Strong leadership and decision-making skills are essential, along with the ability to conduct performance reviews, maintain rigorous safety standards, ensure regulatory compliance, and manage operations effectively in a high-pressure, fast-paced airport environment.

Responsibilities

• Manage and develop processes for efficient utilization and deployment of passenger services staff.
• Minimize staff turnover and absenteeism through effective workforce management and engagement strategies.
• Conduct regular team briefings to communicate operational updates, company policies, and station notices.
• Implement and enforce company handbook policies including disciplinary, absence, and grievance procedures consistently.
• Ensure that all personnel receive comprehensive training aligned with airline operating procedures and regulatory requirements.
• Communicate effectively with passengers during service delays or disruptions to maintain satisfaction and trust.
• Oversee the prompt and professional handling of passengers requiring assistance to ensure a positive experience.
• Achieve all airline-set on-time performance targets by monitoring staff and operational workflows.
• Evaluate and ensure clarity and consistency in passenger announcements regarding flight and service information.
• Monitor check-in operations to minimize queue times, adhering to service level agreements and seeking continuous improvements.
• Conduct staff performance appraisals, probationary reviews, and provide coaching to enhance team capabilities.
• Ensure the health, safety, and welfare of staff, passengers, and visitors by promoting adherence to safety policies and regulations.
• Create a safety-first culture by continuously educating staff on the importance of safe work practices and compliance.
• Identify and implement improvements in operational processes to increase efficiency and service quality.
• Perform daily audits across service delivery aspects such as safety, equipment, uniform standards, and customer service.
• Manage immigration violations by providing training, conducting investigations, and enforcing processes to mitigate costs.
• Drive ancillary revenue growth through effective management of excess baggage and related services.
• Lead disruption management efforts during operational incidents to minimize passenger impact.
• Control overtime expenses through strategic planning and workforce management.
• Build and maintain strong working relationships with third-party providers, regulatory agencies including Immigration and PCAA.
• Provide decisive leadership during emergency situations, ensuring staff understand their responsibilities and respond effectively.
• Demonstrate exemplary customer service and adherence to airline and company procedures at all times.
• Ensure timely completion of all mandatory company and airline training certifications for self and team members.
• Report operational delays accurately and promptly with comprehensive details to support resolution.
• Adhere to MORSE code of principles and actively promote ethical standards and compliance within the team.
• Take proactive measures to ensure workplace safety by identifying hazards, reporting incidents, and following company health and safety policies.
• Engage in ongoing health and safety training and foster cooperation to meet legal and company standards.
• Perform any additional reasonable duties as assigned to support the overall success of passenger services operations.