Job Description

International Airport of Heraklion, Crete S.A. is currently looking for :

Terminal Service Supervisor

Role Responsibilities:

• 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.

Pre-Opening Responsibilities

• Supports the development and documentation of Terminal Service SOPs, operational manuals, and service guidelines across the passenger journey (landside, departures, arrivals, transfer areas).
• Assists in defining customer service standards, escalation procedures, service recovery protocols, and passenger communication frameworks.
• Contributes to the establishment of passenger experience SLAs, KPIs and performance monitoring frameworks.
• Participates in regular coordination meetings with the MIS provider (RESA) to support the system configuration, optimization and alignment with IAHC’s service standards.
• Reviews system workflows, user interfaces, reporting structures and alerts to ensure practical usability.
• Supports user acceptance testing, terminal simulations, ORAT activities (trial operations, passenger simulations and service testing exercises) and readiness inspections.
• Contributes to queue management strategies, passenger flow monitoring frameworks, trolley availability planning and customer feedback collection and reporting processes.
• Coordinates with stakeholders (airlines, ground handlers, security providers, IT, commercial tenants) to ensure alignment of customer-facing processes.
• 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.

Post-Opening Responsibilities:

• 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.
• 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.
• Monitors passenger flows and proactively manages queues, congestion and service disruptions in coordination with APOC and operational stakeholders.
• 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.
• 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.
• 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.
• 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.
• Leads Terminal Operations staff during crisis, disruptions and emergencies.
• Prepares periodic summary reports highlighting trends, recurring issues, and improvement opportunities; tracks corrective actions to closure.
• 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.

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 and managing real-time passenger-flow and queue situations.
• Strong working knowledge of airport operations, security processes, passenger-flow management, and compliance with relevant EU/Greek aviation regulations.
• Experience in ORAT or pre-opening airport projects is considered an advantage.
• Experience in passenger flow monitoring, queue management, or service quality programs is desirable.
• Availability to work rotating shifts, including weekends and public holidays.
• Fluency in English, both written and oral.

Competencies:

• Strong customer service orientation with a proactive, solution-focused mindset and high attention to detail and service quality.
• Excellent interpersonal, communication, and organizational skills, with the ability to produce clear, accurate reports.
• Ability to operate effectively in both structured office environments and dynamic, passenger-facing operational settings, remaining calm and professional at all times.
• Proven ability to perform under pressure, including during peak operational periods and high-demand situations.