Airline Baggage Service Office Supervisor

Job Description

Job Description

Overview

Bags, a Metropolis company, is on a mission to make every moment matter for a world on the go. As part of the largest mobility network in North America, we combine innovative technology with a customer-first mindset to transform the travel experience—especially at airports. From curbside to gate, our services eliminate the stress of traditional travel by streamlining baggage handling, check-in, and other key touchpoints. With over 23,000 employees across 4,000+ locations in North America and Europe, we’re reimagining how people move through their journeys—saving time, reducing hassle, and ensuring every step feels effortless and efficient.

Responsibilities

The BSO Supervisor will work in the BSO office at the airport to manage Baggage Service Representatives and ensure they are effectively working with customers to assist them with their delayed, damaged or pilfered baggage.

The BSO Supervisor must be empathetic and helpful to customers who have been separated from their belongings and must be resourceful when searching for valuable items or assisting a customer replace his/her damaged items.

Bags is the Baggage Service Office provider for a major airline carrier at the MCO International Airport. This commercial airline provides passenger and cargo transportation throughout North America, Central America, South America, the Caribbean, Europe, Asia and Australia.

• Supervise Baggage Service Representatives
• Provide First Class Service to guests, clients, and employees
• Supervise policies and procedures for Priority Parcel Service packages
• Supervise the Lost & Found/Left on Board items process for the airline at the Baggage Service Office
• Be knowledgeable of all aspects of the operation and continually ensure that operational goals are being met
• Provide employee feedback and promote a positive work environment that fosters teamwork

Qualifications

• Airline industry experience preferred
• BSO experience preferred
• 2 to 3 years of customer service experience
• Minimum 2 years management experience
• Strong verbal and written communication skills
• Proficient computer skills and attention to detail
• Ability to work afternoons, evenings, weekends and holidays

Appearance Guidelines

Employees are expected at all times to present a professional business-like image, even when working behind the scenes. It is the policy of the Company that each employee’s dress, grooming, and personal hygiene should be appropriate to the work situation and be consistent with the Company’s business standards.

• For all male employees a fully grown in, well-maintained mustache, beard or goatee is permitted
• No visible tattoos or body piercings are allowed. Any tattoos must be covered by your uniform or other means agreed upon by management.
• Clean & well-maintained approved uniforms must be worn on shift
• Additional requirements as specified by management

While performing the duties of this job, the employee is regularly required to use hands and fingers and to communicate with customers and fellow employees. The employee is frequently required to sit; reach with hands and arms; stand; walk. The employee is also frequently required to climb, balance, stoop, kneel, and crouch. In addition, the employee is required to of twist, turn, stretch, and bend on a frequent basis. The employee must be able to lift and move up to 75 pounds regularly. The employee must be able to move in a relatively quick manner. Specific vision abilities required by this job include Close vision, Peripheral vision and Ability to adjust focus.

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SP+ is an equal opportunity employer committed in policy and practice to recruit, hire, train, and promote, in all job classifications, without regard to race, color, religion, sex, age, national origin, citizenship status, marital status, sexual orientation, veteran status, disability or other classes protected by federal or state law. SP+ does not tolerate harassment of or retaliation against any employee or applicant on the basis of these characteristics, or because the individual exercised his or her EEO rights.

Right to Work Poster

SP+, a Metropolis Company, may utilize an automated employment decision tool (AEDT) to assess or evaluate your candidacy for employment or promotion. AEDTs are used to assist in assessing a candidate’s application relative to the required job qualifications and responsibilities listed in the job posting.

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