About Us

Why Join Us

At GTRSG, people are our greatest asset and we build our success on the knowledge, expertise and performance of every contributor, by embracing diversity and uniqueness. As part of our holistic approach and commitment to embracing FAM (Fulfilling, Appreciated, Meaningful) in the workplace, we offer the runway to develop Fulfilling careers that foster your career growth, recognising and Appreciating the strength of talent and capabilities that we continue to build internally; and inspiring and encouraging each other to make Meaningful contributions in the work we do at GTRSG.

Key Responsibilities

• • Lead and supervise a team of Passenger Services Associates in check-in, boarding, arrivals, and other passenger service functions.
  • Monitor team performance and ensure adherence to service standards, safety protocols, and operational procedures.
  • Provide guidance, coaching, and on-the-job training to staff to ensure continuous development and service consistency.
  • Act as the point of contact for airline representatives and handle operational communications regarding flight handling.
  • Act as a point of escalation to help to resolve passenger complaints or complex service issues professionally for junior staff. To further escalate to higher management when necessary.
  • Ensure all documentation and reporting (e.g., flight reports) is completed accurately and in a timely manner.
  • Coordinate with ground operations, baggage services, security, immigration, customs, and other airport units to ensure seamless operations.
  • Manage on-the-ground logistics during flight disruptions, delays, diversions, or irregular operations (IRROPs).
  • Ensure that service delivery is in line with airline expectations.
  • Maintain full awareness of flight schedules, gate changes, and staffing needs, and adjust team deployment as required.
  • Maintains utmost service, grooming and discipline standards amongst staff.
  • Ensures compliance to safety, security and standard operating procedures of the company, airlines and airport authorities.
  • In compliance with Personal Data Protection Commission’s regulations, PSSs are to ensure that all flight related printout, documents or forms containing passenger(s)’ names and other information is not made accessible to public 
  • Assist the Duty Manager in the daily deployment
  • Perform any other duties as assigned by his/her superiors.

Key Requirements

Key Attributes:

• Leadership and team management, to lead, motivate, guide and support team members under pressure and maintain high morale
• Confident in delegating tasks and holding the team members responsible to produce results
• Commitment to delivering exceptional service to passengers in a fast-paced environment
• Handles complaints and escalations calmly, empathically and professionally
• Strong operational understanding
• Assists to push the agenda of promoting safety, security and compliance to standard operating procedures
• Ability to adapt to dynamic situations such as flight delays, diversions or high-volume periods
• Clear, concise and professional in both verbal and written communication
• Quick-thinking and resourceful, able to make informed decisions in real time
• Meticulous and attention to detail, especially in handling of documentation and following of standard operating procedures
• Open to change and adaptable
• Able to perform rotating shift work including weekends and public holidays
• Comfortable with using computer, including use of Microsoft Excel and Word