Team Lead, Passenger Services (Gia Binh Airport)

JOB PURPOSEThe Passenger Services Team Lead oversees passenger services, terminal experience and welfare during assigned shifts, ensuring safe, efficient and customer-focused operations. The role coordinates frontline services, IROPS response and service recovery with stakeholders across GBIAKEY ACCOUNTABILITIESA. Passenger Services Operations & Guest ExperienceLead Passenger Services operations during assigned shifts, ensuring safe, efficient and customer-focused delivery of passenger assistance and terminal guest services.Allocate personnel and resources according to passenger demand and operational priorities, monitoring passenger flows, queue performance, terminal occupancy and conditions affecting the passenger experience.Oversee assistance for passengers requiring additional support, including PRM, elderly passengers, families, unaccompanied minors and other passengers requiring special assistance; coordinate VIP, premium and special group services.Conduct terminal inspections and monitor passenger facilities, housekeeping, accessibility, signage and wayfinding, initiating corrective actions where required.Coordinate with AOCC, airlines and operational stakeholders to ensure timely, accurate and consistent passenger information.B. Operational Coordination, Service Recovery & Passenger WelfareAct as the Passenger Services operational lead during assigned shifts, coordinating service delivery with AOCC Operations and the Airport Duty Manager during routine and disrupted operations.Lead passenger service recovery during delays, cancellations, baggage disruptions, IROPS, system failures and other operational disruptions, prioritising passenger welfare.Coordinate with airlines, ground handling providers, Border-Gate Police, Immigration, Customs, Health/Animal/Plant Quarantine authorities and other stakeholders to minimise passenger impacts.Coordinate passenger welfare arrangements during disruptions, including passenger communications, refreshments, accommodation and other appropriate support, and support AEP implementation during emergencies.Conduct formal shift handovers and maintain operational records to ensure continuity of passenger service issues, operational priorities and recovery activities.C. Team Leadership, Service Quality & Performance ManagementLead and supervise Passenger Services Officers, allocate daily tasks and workforce resources and maintain effective operational coverage across the terminal.Conduct shift briefings and debriefings, communicating operational priorities, passenger service issues, VIP movements, risks and planned activities.Coach and develop Passenger Services Officers through induction, mentoring and on-the-job guidance to maintain operational readiness and consistent service standards.Monitor compliance with passenger service procedures, airport policies, safety requirements and customer service standards, escalating performance, training and resource issues as appropriate.Monitor passenger satisfaction and service quality and support audits and continuous improvement initiatives to enhance the passenger experience.JOB REQUIREMENTSA. QualificationsBachelor's Degree in Aviation Management, Airport Operations, Hospitality Management, Tourism Management, Business Management or a related discipline.B. Work ExperienceMinimum 5 years of experience in airport operations, passenger services, airline operations, hospitality or a comparable customer-facing operational environment.Minimum 2 years of experience leading or supervising operational teams within a shift-based environment.Demonstrated experience coordinating passenger service delivery, customer service operations or terminal operations within an airport or comparable hospitality environment.Experience managing passenger welfare, IROPS, service recovery and operational disruptions; VIP, protocol or premium hospitality experience is desirable.Demonstrated ability to coordinate multiple stakeholders and respond effectively within a live operational environment.C. Certifications & LicencesAirport Operations qualification desirable.Safety Management System (SMS) and Airport Emergency Plan (AEP) training.Customer Service or Hospitality certification desirable.Airport Security Awareness and Airside Safety training, where operational access is required.Airside Driving Permit (ADP) and Airside Radio Communications certification or approved Airside Radio Protocols training, where operationally required.