Share this Job

Lead Agent Passenger Services

Date: Jul 21, 2022

Location: HOUSTON, Texas, US

Company: Worldwide Flight Services, Inc.



This description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications which may be required of employees assigned to this job classification.


The Lead Agent Passenger Services is responsible for aspects of the Agent Passenger Services position (as described below) as well as the following:  The management of the overall performance of the crew, the timely and satisfactory completion of work assignments in accordance with Company policy.  Duties may also include the demonstration of proper work methods, conducting of on-the-job training, conducting of crew meetings and instruction of employees in new or revised operational procedures, apportioning and scheduling assigned work, observing and analyzing the methods used and the results achieved, bring problems to the attention of management and assist management in the utilization of tools, equipment, and materials.  Leads will not have the authority to administer discipline or discharge.


An Agent Passenger Service performs all aspects of airport and passenger service functions including:   making reservations, preparation and issuance of tickets and itineraries, computation of fares, issuance of refunds, checking baggage, collection of excess baggage charges, providing passengers with general travel information; meets aircraft at gate or loading area, performs duties in the departure lounges or at boarding gates when enplaning and deplaning passengers, checks passenger ticket for validity and lifts appropriate coupon, completes all necessary arrangements for accommodating passengers holding reservations, standbys and their luggage, determines flight close-out time and prepares, completes and checks various flight forms for accuracy, invalidates tickets and completes post-departure procedures; performs lost and found activities, initiates tracing procedures for lost passenger articles, keeps owner informed of progress of search and returns found articles to customer, processes claims for damaged or lost baggage and personal articles and makes on-the-spot settlement of minor claims, forwards reports on larger claims to proper Company personnel, prepares and maintains required records and reports of lost and found activities; receives airfreight shipments, establishes acceptability, determines routing, classifies, computes rates and other tariff charges and collects payments, prepares routing data, carrier releases, transfer manifest drayage documents and various domestic and international forms, maintains inventory and records of shipments accepted, warehoused, dispatched and delivered to customers; and other duties and functions related to the foregoing as directed by management.




High school diploma or equivalent preferred.  Previous operational experience required, preferably Passenger Service.  Demonstrates qualities of leadership, initiative, and judgment.  Excellent interpersonal and communication skills required. Must have ability to work under pressure.  Must be able to lift up to 70 pounds (31.9kg). Ability to work weekends (i.e. Friday, Saturday, Sunday), holidays, and days off.  Must be able to read, write, speak and understand the English language.





Twist, turn, stoop, bend, reach, and grip while checking baggage throughout an eight hour shift.


Ability to stand and walk for an eight hour shift.


Hear and respond to customers.


Ability to speak and be understood in giving directions/information to passengers.


Tolerate and answer repetitious questions from customers in a friendly, outgoing manner. 


Ability to count money.


Ability to lift 70  pounds (31.9kg).  .


Ability to judge distance.


Must be willing to wear uniform and insignia as prescribed by the Company.


Personal appearance and grooming that will present a favorable corporate image. 


Reports to work on a regular and timely basis.