Terminal Service Supervisor

Responsibilities

• Lead front-line Terminal Service teams on shift to deliver high-quality customer experiences across the terminal journey
• Support the development of Terminal Service SOPs, operational manuals, and service guidelines
• Assist in defining customer service standards, escalation procedures, and passenger communication frameworks
• Participate in coordination meetings with MIS providers to support system configuration and optimization
• Support user acceptance testing, terminal simulations, and ORAT activities
• Supervise Terminal Service Agents and ensure optimal deployment at key touchpoints
• Conduct regular inspections of terminal areas to ensure compliance with cleanliness and accessibility standards
• Monitor passenger flows and proactively manage queues, congestion, and service disruptions
• Act as the first-level escalation point for passenger service issues, complaints, and irregular operations
• Coordinate with security agencies to maintain a safe environment compliant with regulations
• Monitor and analyze customer experience KPIs and participate in service quality audits
• Lead terminal operations staff during crises, disruptions, and emergencies

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
• Strong working knowledge of airport operations, security processes, and EU/Greek aviation regulations
• Fluency in English (written and oral)
• Availability to work rotating shifts, including weekends and public holidays

Preferred Qualifications

• Experience in ORAT or pre-opening airport projects
• Experience in passenger flow monitoring, queue management, or service quality programs

About the Company

International Airport of Heraklion, Crete S.A. manages airport operations in Heraklion, Crete, focusing on delivering high-quality service and safety standards for passengers and staff.