Baggage Drop Agent Supervisor - BOS Airport

SUMMARY OVERVIEW

The Baggage Drop Supervisor is responsible for overseeing daily baggage drop operations, supervising Baggage Drop Agents, and ensuring an efficient, accurate, and customer-focused baggage check-in experience. This role provides operational leadership, coordinates staffing and workflow, monitors compliance with airline policies and safety regulations, and resolves escalated passenger concerns. The Baggage Drop Supervisor plays a critical role in maintaining smooth airport operations, supporting employee performance, and delivering exceptional customer service in a fast-paced environment.

RESPONSIBILITIES

- Supervise and coordinate the daily activities of Baggage Drop Agents to ensure efficient and accurate baggage processing.

- Provide leadership, guidance, and operational support to team members throughout assigned shifts.

- Monitor baggage drop operations to ensure compliance with company, airline, airport, safety, and security policies.

- Assign daily responsibilities and adjust employee coverage based on passenger volume and operational needs.

- Ensure passenger tickets, travel documentation, baggage tags, and luggage processing are handled accurately.

- Monitor compliance with baggage policies, including weight restrictions, prohibited items, and special handling procedures.

- Assist employees with complex baggage processing issues, oversized luggage, and special handling requirements.

- Respond to and resolve escalated passenger concerns in a professional and timely manner.

- Coordinate with airline representatives, airport personnel, and security teams to address operational challenges.

- Train new employees on baggage drop procedures, airline systems, customer service expectations, and safety protocols.

- Provide ongoing coaching, feedback, and performance guidance to Baggage Drop Agents.

- Monitor employee attendance, punctuality, productivity, and adherence to established procedures.

- Identify operational inefficiencies and recommend improvements to enhance service quality and passenger satisfaction.

- Ensure baggage drop equipment, computer systems, and self-service kiosks are functioning properly and report issues as necessary.

- Maintain an organized, safe, and efficient baggage drop area.

- Respond to baggage irregularities, discrepancies, and security concerns in accordance with established procedures.

- Assist with baggage processing and passenger check-in during high-volume periods or staffing shortages.

- Communicate operational updates, procedural changes, and airline requirements to employees.

- Prepare and maintain accurate operational records, shift reports, and other required documentation.

- Support management with employee scheduling, training, performance evaluations, and corrective action processes as assigned.

- Ensure employees consistently demonstrate professionalism, strong customer service, and effective communication skills.

- Promote a positive work environment through teamwork, accountability, and effective leadership.Perform any additional duties as assigned by management.

QUALIFICATIONS

- 18 years of age or older.

- Legally authorized to work in the United States.

- Ability to read, write, speak, and understand the English language, including written documentation.

- Previous experience in airport operations, baggage handling, or airline customer service preferred.

- Previous supervisory or team leadership experience preferred.

- Strong leadership, interpersonal, and relationship-building skills.

- Excellent customer service, conflict resolution, and problem-solving abilities.

- Ability to effectively supervise, train, and motivate employees.

- Strong organizational and time management skills.

- Ability to work in a fast-paced environment and manage multiple priorities.

- Ability to use computer systems and learn airline-specific baggage processing software.

- Ability to communicate effectively with employees, passengers, airline representatives, and management.

- Ability to work flexible schedules, including weekends, holidays, and varying shifts, as required by operational needs.

To perform this job successfully, an individual must be able to perform each essential requirement satisfactorily. The requirements listed above are representative of the work environment, knowledge, skill, and/or ability. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential requirements.

PHYSICAL ACTIVITY/WORKING CONDITIONS MAY INCLUDE:

- Ability to lift up to 70 pounds

- Prolonged standing and walking in an indoor/outdoor environment as applicable

- Must be able to reach with arms and grasp with hands

- Must be able to push, pull

- Must be able to bend, stretch, squat, kneel

- Exposure to moderate and at times high noise levels

- Be able to hear and respond to the spoken voice and to audible alarms

- Tasks may involve repetitive motions of the arms, wrists, hands and/or fingers

- Specific vision abilities required for this job include: Close vision (clear vision at 20 inches or less); distance vision (clear vision at 20 feet or more); peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point); depth perception (three-dimensional vision, ability to judge distances and spatial relationships); ability to adjust focus (ability to adjust the eye to bring an object into sharp focus)

The pay rate listed on this post is what the company reasonably expects to pay for this position. However, individual compensation may vary based on factors including qualifications, skills, competencies, education, and experience.

PrimeFlight Aviation Services, Inc. is proud to be an equal-opportunity employer. All applicants and employees are considered and evaluated for positions at PrimeFlight Aviation Service, Inc. without regard to race, ethnicity, religion, color, sex, gender, gender identity or expression, sexual orientation, national origin, ancestry, uniform service member and veteran status, marital status, pregnancy, age, protected medical condition, genetic information, disability, or any other protected status in accordance with all applicable federal, state/province, and local laws.

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