Terminal Service Supervisor at Heraklion International Airport

Heraklion, Region of Crete, Greece -

Full Time

Start Date

Immediate

Expiry Date

27 Sep, 26

Salary

0.0

Posted On

29 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Terminal Operations, Customer Experience Management, Queue Management, Passenger Flow Monitoring, Shift Leadership, ORAT, SOP Development, Crisis Management, Stakeholder Coordination, Service Quality Auditing, Regulatory Compliance, Airport Security Processes, Performance Monitoring, Conflict Resolution, Resource Deployment, Reporting

Industry

Airlines and Aviation

Description

International Airport of Heraklion, Crete S.A. is currently looking for a: Terminal Service Supervisor Responsibilities Leads front-line Terminal Service teams on shift, delivering consistently high-quality customer experience across the entire terminal customer journey, from landside access points (including drop-off zones, parking, and Ground Transport Hub) through check-in, security, and airside areas to gates, in full compliance with IAHC service standards, safety, and regulatory requirements. Pre-Opening Responsibilities: Supports the development and documentation of Terminal Service SOPs, operational manuals, and service guidelines across the passenger journey (landside, departures, arrivals, transfer areas). Assists in defining customer service standards, escalation procedures, service recovery protocols, and passenger communication frameworks. Contributes to the establishment of passenger experience SLAs, KPIs and performance monitoring frameworks. Participates in regular coordination meetings with the MIS provider (RESA) to support the system configuration, optimization and alignment with IAHC’s service standards. Reviews system workflows, user interfaces, reporting structures and alerts to ensure practical usability. Supports user acceptance testing, terminal simulations, ORAT activities (trial operations, passenger simulations and service testing exercises) and readiness inspections. Contributes to queue management strategies, passenger flow monitoring frameworks, trolley availability planning and customer feedback collection and reporting processes. Coordinates with stakeholders (airlines, ground handlers, security providers, IT, commercial tenants) to ensure alignment of customer-facing processes. Supports procurement specifications for customer service-related equipment (information desk materials, signage, feedback tools, queue management tools, etc.) and contributes to training material preparation for terminal customer service staff. Post-Opening Responsibilities: Leads, coaches, and supervises Terminal Service Agents on assigned shifts, ensuring optimal deployment at key touchpoints, high standards of passenger assistance, and a strong customer-service culture. Conducts regular walk-around inspections of terminal landside, airside, curbside and GTH areas to ensure compliance with service standards including cleanliness, signage clarity, accessibility standards, and overall passenger environment conditions. Monitors passenger flows and proactively manages queues, congestion and service disruptions in coordination with APOC and operational stakeholders. Acts as first-level escalation point for on-the-day passenger service issues, complaints, irregular operations, VIP movements, special events and peak-period crowd management. Monitors day-to-day terminal operation of the terminal, ensuring that all functions across the Customer Journey (Access points, car parks, drop zones, GTH, check-in, trolley management, baggage handling, facility care, security screening, immigration, etc.) are running smoothly. Coordinates with security agencies to oversee security operations to maintain a secure and safe environment for passengers and staff that is compliant with local and international regulations. Monitors and analyses customer experience KPIs, standards, SLAs, and service-provided performance metrics; participates in service quality audits (including internal audits, ASQ, and Skytrax) as required; and drives continuous improvement in Customer Experience. Leads Terminal Operations staff during crisis, disruptions and emergencies. Prepares periodic summary reports highlighting trends, recurring issues, and improvement opportunities; tracks corrective actions to closure. Ensures compliance with health, safety, and security standards, maintains an up-to-date operational risk register and participates in regular safety audits, emergency drills, and compliance checks within the terminal. Requirements Bachelor’s degree in Aviation Management, Hospitality Management, Business Administration, or a related field Minimum 5–7 years of experience in airport terminal operations, customer service supervision, or hospitality operations Demonstrated experience leading shift-based customer-service teams and managing real-time passenger-flow and queue situations Strong working knowledge of airport operations, security processes, passenger-flow management, and compliance with relevant EU/Greek aviation regulations Experience in ORAT or pre-opening airport projects is considered an advantage Experience in passenger flow monitoring, queue management, or service quality programs is desirable Availability to work rotating shifts, including weekends and public holidays Fluency in English, both written and oral Competencies Strong customer service orientation with a proactive, solution-focused mindset and high attention to detail and service quality Excellent interpersonal, communication, and organizational skills, with the ability to produce clear, accurate reports Ability to operate effectively in both structured office environments and dynamic, passenger-facing operational settings, remaining calm and professional at all times Proven ability to perform under pressure, including during peak operational periods and high-demand situations

Responsibilities

Leads front-line terminal service teams to ensure a high-quality passenger journey from landside access to boarding gates. Manages pre-opening operational readiness (ORAT) and post-opening daily operations, including queue management and service quality audits.