Passenger Assist Coordinator

Job Description

Job Description

Passenger Assist Coordinator – Shift Leadership Role

Location: Nashville International Airport (BNA)

Rate of Pay: $22.00 per hour

The Passenger Assist Coordinator serves as the primary operational leader for their assigned shift (1st, 2nd, or 3rd) at Nashville International Airport (BNA). This role is responsible for overseeing all Passenger Assist operations during their shift to ensure exceptional ADA service delivery, operational efficiency, and full compliance with airport and client standards. The Coordinator provides direct leadership to Passenger Assist team members and is accountable for scheduling, hiring, training, shift performance, and maintaining professional service standards throughout the airport.

The Passenger Assist Coordinator ensures proper zone coverage and assignment distribution, monitors employee attendance and professionalism, and reinforces adherence to ADA regulations, safety procedures, and airport operational requirements. This position manages shift scheduling, adjusts staffing levels based on operational demand, coordinates time-off approvals in partnership with Human Resources, and monitors overtime to ensure efficiency and cost control.

In addition, the Coordinator participates in interviewing and selecting candidates for their assigned shift, conducts onboarding and orientation for new hires, and ensures all team members complete required badging and airport compliance processes. The role includes leading initial and refresher training sessions, reinforcing customer service standards, coaching employees to address performance gaps, conducting shift meetings, and communicating operational updates clearly and professionally.

Administrative responsibilities include maintaining accurate documentation, ensuring proper timekeeping practices, addressing employee concerns at the shift level, and escalating significant operational matters when necessary. The Passenger Assist Coordinator must demonstrate strong leadership, effective communication skills, sound conflict resolution abilities, and the capability to manage scheduling and staffing logistics in a fast-paced airport environment.

This position requires the ability to obtain and maintain a TSA security badge, which includes successfully passing a background check and meeting all airport security requirements. Reliable attendance, professionalism, and a strong performance record are essential. Knowledge of ADA compliance and airport operational standards is preferred.