Terminal Service Supervisor

<h2>International Airport of Heraklion, Crete S.A. is currently looking for a:</h2><h2>Terminal Service Supervisor</h2><h2>Responsibilities</h2><ul><li>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.</li></ul><h2>Pre-Opening Responsibilities:</h2><ul>
<li>Supports the development and documentation of Terminal Service SOPs, operational manuals, and service guidelines across the passenger journey (landside, departures, arrivals, transfer areas).</li>
<li>Assists in defining customer service standards, escalation procedures, service recovery protocols, and passenger communication frameworks.</li>
<li>Contributes to the establishment of passenger experience SLAs, KPIs and performance monitoring frameworks.</li>
<li>Participates in regular coordination meetings with the MIS provider (RESA) to support the system configuration, optimization and alignment with IAHC’s service standards.</li>
<li>Reviews system workflows, user interfaces, reporting structures and alerts to ensure practical usability.</li>
<li>Supports user acceptance testing, terminal simulations, ORAT activities (trial operations, passenger simulations and service testing exercises) and readiness inspections.</li>
<li>Contributes to queue management strategies, passenger flow monitoring frameworks, trolley availability planning and customer feedback collection and reporting processes.</li>
<li>Coordinates with stakeholders (airlines, ground handlers, security providers, IT, commercial tenants) to ensure alignment of customer-facing processes.</li>
<li>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.</li>
</ul><h2>Post-Opening Responsibilities:</h2><ul>
<li>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.</li>
<li>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.</li>
<li>Monitors passenger flows and proactively manages queues, congestion and service disruptions in coordination with APOC and operational stakeholders.</li>
<li>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.</li>
<li>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.</li>
<li>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.</li>
<li>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.</li>
<li>Leads Terminal Operations staff during crisis, disruptions and emergencies.</li>
<li>Prepares periodic summary reports highlighting trends, recurring issues, and improvement opportunities; tracks corrective actions to closure.</li>
<li>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.</li>
</ul><h2>Requirements</h2><ul>
<li>Bachelor’s degree in Aviation Management, Hospitality Management, Business Administration, or a related field</li>
<li>Minimum 5–7 years of experience in airport terminal operations, customer service supervision, or hospitality operations</li>
<li>Demonstrated experience leading shift-based customer-service teams and managing real-time passenger-flow and queue situations</li>
<li>Strong working knowledge of airport operations, security processes, passenger-flow management, and compliance with relevant EU/Greek aviation regulations</li>
<li>Experience in ORAT or pre-opening airport projects is considered an advantage</li>
<li>Experience in passenger flow monitoring, queue management, or service quality programs is desirable</li>
<li>Availability to work rotating shifts, including weekends and public holidays</li>
<li>Fluency in English, both written and oral</li>
</ul><h2>Competencies</h2><ul>
<li>Strong customer service orientation with a proactive, solution-focused mindset and high attention to detail and service quality</li>
<li>Excellent interpersonal, communication, and organizational skills, with the ability to produce clear, accurate reports</li>
<li>Ability to operate effectively in both structured office environments and dynamic, passenger-facing operational settings, remaining calm and professional at all times</li>
<li>Proven ability to perform under pressure, including during peak operational periods and high-demand situations<br>
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