Assistant Manager- Airport Counter

Job Description

Job Title: Assistant Manager – Airport Counter

Job Summary:
The Assistant Manager – Airport Counter is responsible for supervising and ensuring the smooth operation of customer service activities at the airport counter. This role involves managing staff, coordinating with airlines and ground services, handling passenger queries, and ensuring excellent service delivery while complying with aviation standards and company policies.

Key Responsibilities:

• Oversee daily operations at the airport counter, ensuring efficient passenger handling and service.
• Supervise, guide, and support counter staff to maintain service quality and productivity.
• Assist passengers with ticketing, check-in, boarding, reservations, cancellations, and special requests.
• Handle escalated passenger complaints and provide quick resolutions.
• Coordinate with airline representatives, ground handling staff, and other airport authorities.
• Monitor compliance with airline/airport regulations, security, and safety standards.
• Prepare daily/weekly reports on counter performance, passenger flow, and staff activities.
• Ensure proper staff scheduling and resource allocation to meet operational demands.
• Conduct training and mentoring for new staff members.
• Support sales and revenue initiatives through cross-selling and upselling airline services.

Qualifications & Skills:

• Bachelor’s degree in Business Administration, Aviation, Hospitality, or related field.
• Minimum 3–5 years of experience in airline/airport ground operations or customer service.
• Strong leadership and supervisory skills.
• Excellent communication and interpersonal skills.
• Knowledge of airline reservation systems (Amadeus, Sabre, Galileo, etc.) is an advantage.
• Ability to handle stressful situations and resolve conflicts effectively.
• Strong organizational and multitasking abilities.
• Flexible to work in shifts, weekends, and holidays.