Worldwide Flight Services (WFS)

General

• Make reservations, issue tickets and itineraries, and compute fares for passengers.
• Handle baggage check-in, collect excess baggage charges, and provide general travel information.
• Assist passengers at boarding gates, including checking ticket validity and processing boarding procedures.
• Manage arrangements for passengers holding reservations, standby travelers, and their luggage.
• Determine flight close-out times and complete necessary flight documentation for accuracy.
• Handle post-departure procedures, including invalidating tickets and finalizing reports.
• Conduct lost and found activities, including tracing lost articles, updating passengers, and returning found items.
• Process claims for lost or damaged baggage, including on-the-spot settlements for minor claims and forwarding larger claims to appropriate personnel.
• Receive and process airfreight shipments, including determining routing, computing rates, and preparing documentation for domestic and international shipments.
• Maintain inventory records for airfreight shipments, ensuring accuracy in warehouse, dispatch, and delivery processes.
• Ensure compliance with site security protocols and report any breaches or suspicious activities to management or through the whistleblower program.

Passenger Services Agent

• Marshall aircraft upon arrival and departure.
• Load and unload cargo/baggage on and off aircraft.
• Safely drive and operate ground support equipment, including belt loaders, tugs, and baggage carts to pick up and deliver cargo/bags between the terminal, warehouse, and aircraft.
• Sort and load baggage.
• Perform ground service functions, such as connecting/removing ground power, ground start units, and water service.
• Perform aircraft pushback, wing walking, and related guide man functions.
• Maintain a secure work environment.

Ramp Agent

• The maintenance of a satisfactory quantity and quality of work, by assigned personnel.
• Explaining and demonstrating work procedures and methods, including safety, 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.
• Perform work, according to Company rules and regulations.
• Assisting with Escorts.
• Maintain the cleanliness of the Ramp.
• Assist with staging palletts, during the offload of planes.
• Loading and unloading of cargo (express, baggage, freight, and company material) on and off aircraft;
• The transporting of cargo between the sort, platform and aircraft;
• The Ramp transfers of containers/cargo, where required.
• The receiving, delivering, and physical handling customer/company material
• The completion of forms and messages related to and necessary for the performance of the designated locations of the functions described.
• Transporting containers to and from aircraft.
• Assisting in loading, unloading and racking both filled and empty drums.
• May be assigned to perform routine cleaning of work areas, ramps, and facilities with or without powered equipment.
• May be assigned to assist in monitoring security of facility.

Ramp Lead

• Direct Leads and Agents within assigned functional area.
• Overseeing and advising on staffing requirements.
• Monitor/administer discipline/corrective action by or for subordinates.
• Ensuring customer satisfaction by daily feedback.
• Acting as liaison between Leads/Agents and upper management.
• Proactively monitors the work of assigned employees to ensure that customer satisfaction, safety, security, quality, and employee relations meet or exceed standards.
• Administer practices in a fair and equitable manner, where all employees, customers, vendors, and other third parties are treated with respect.

Office Supervisor

• Equip airplane cabin, by reading check list specifications, with equipment and supplies such as rugs, linens, blankets, etc., as well as carrying supplies weighing up to 50 lbs. on board aircraft.
• Cognitive skills to check condition, clean, sort, count, salvage and/or store equipment, and assemble kits.
• Operate vacuum cleaner and similar mechanized cleaning aids.
• Cognitive skills to check deliveries of supplies against requisitions to determine discrepancies.
• Performing aircraft interior cleaning, including equipping the aircraft cabin for flight according to specifications, with equipment and cabin services supplies.
• Cleaning interior of aircraft by hand or powered equipment using cleaners.
• Completion of the aircraft cleaning bill of work as required.
• Stocking and cleaning of vehicles used in the cleaning function.
• Stocking and cleaning of the cabin service make-up rooms area.
• Stocking and maintaining cabin service kits.
• Disposing of trash, rubbish and waste that is incidental and related to the applicable job functions.
• Uses cleaning fluids and materials, such as washing solutions, scrapers, squeegees, wringer pails and vacuum cleaners.
• Completes forms connected with work assignments according to established procedures.

Aircraft Appearance Agent

• loading and unloading of cargo (mail, express, baggage, freight, and company material) on and off aircraft
• the transporting of cargo between terminals and aircraft
• the ramp transfers of cargo where required
• the receiving, delivering, and physical handling of freight and company material, export at the designated express docks, mail and baggage in the outbound baggage room
• the completion of forms and messages related to and necessary for the performance of the designated locations of the functions described.
• the cleaning and servicing of cabin interiors, including cockpit and lavatories
• draining lavatories
• checking, handling, assembling, removing and installing passenger service cabin furnishings and supplies
• Transporting such furnishings and supplies to and from aircraft
• Assisting in loading, unloading and racking both filled and empty drums.
• Clear aircraft windshields, pushout/two aircraft and related guide man functions
• connect/remove ground power and ground start units
• May be required to clean the exterior of aircraft with specialized cleaning fluids.
• May be assigned to perform routine cleaning of work areas, ramps, and facilities with or without powered equipment.
• May be assigned to assist in monitoring security of facility.
• May be assigned to do routine automotive repair; servicing and cleaning of powered and unpowered equipment.
• Comply with WFS site security procedures for assigned warehouse and other operations.
• Remain cognizant of WFS staff, security contractors, and visitors’ activities and report security breaches, suspicious occurrences, or non-compliance with the site security plan to managers or via the WFS whistleblower program.

Air Cargo Ramp Agent

• Responsible for moving air cargo within designated warehouse.
• Load and unload cargo from pallets and containers.
• Build up cargo for outbound flights.
• Break down cargo from import flights.
• Facilitate the loading and unloading of cargo to and from semitrucks.
• May operate basic cargo handling equipment such as forklift, aircraft pallets and pallet jacks.
• Check freight for proper piece count, weight, dimensions and documents as appropriate when accepting or delivering cargo.
• May transport cargo to and from aircraft driving 3,000 lb. vehicle using depth perception to negotiate vehicle with attached carts through congested area.
• Read "off-load" sheets to determine destination of cargo.
• While performing aircraft push-out and/or towing functions, engage in proper specific ground to cockpit communication via hand signals and voice commands, with and without, the assistance of sight or visual aids.
• Ability to understand and react to verbal commands and safety warnings, with and without, assistance of sight or visual aids.

Air Cargo Warehouse Agent

Manager

• Directing supervisory personnel within assigned functional area
• Overseeing and advising on staffing requirements
• Monitor/administer discipline/corrective action by or for subordinates
• Ensuring customer satisfaction by daily feedback
• Acting as liaison between first level supervisor and upper management
• Proactively monitoring the work of assigned employees to ensure that customer satisfaction, safety, security, quality and employee relations meet or exceed standards
• Maintaining and controlling all required aspects of the operation in accordance with the corporate security program and TSA legislation
• Ensuring that the required company audit requirements are undertaken to ensure continuity and compliance at all times
• Clarifying the implementation of site-specific security plan and ensuring all WFS staff are issued with relevant company ID

Manager on Duty

• Oversee ramp operations, including aircraft marshaling, baggage handling, and loading/unloading.
• Coordinate with ground crews to ensure safe, on-time aircraft turnaround.
• Monitor GSE (Ground Support Equipment) usage and maintenance.
• Manage irregular operations such as aircraft diversions, mechanical issues, or weather disruptions.
• Act as the primary decision-maker and point of contact during the shift.
• Conduct shift debriefings for operational staff.
• Maintain clear communication between departments and with airline partners.
• Complete operational reports and incident documentation as needed.
• Train, coach, and mentor frontline supervisors and staff.
• Maintain a safe work environment and participate in required safety audits.

Manager On-Duty, Ramp Services

Compliance

• Develop, deliver, and coordinate training programs for ramp, warehouse, passenger services, and other operational functions.
• Maintain and manage training records, certifications, and re-certifications in internal and external platforms.
• Conduct needs assessments to identify knowledge or skill gaps and create targeted training plans.
• Ensure training materials reflect up-to-date company policies, customer requirements, and regulatory standards.
• Partner with station and regional leadership to address performance issues through refresher or follow-up training.
• Observe employees to evaluate training effectiveness and recommend improvements.
• Audit compliance with company and airline training requirements; ensure access to GOMs, LOPs, and other reference materials.
• Track and report training progress, milestones, and results to management.
• Support quality initiatives by investigating service failures, reviewing corrective actions, and aligning future training to address recurring issues.
• Facilitate communication of updates, bulletins, and procedural changes to staff in a clear and timely manner.

Airport Station Training & Compliance Manager

• Oversee all station operations, ensuring smooth daily activities.
• Manage station personnel, including hiring, training, and performance management.
• Coordinate with internal departments for seamless service delivery.
• Ensure compliance with FAA, local regulations, and safety protocols.
• Develop and manage station budgets and operational plans.
• Monitor KPIs to track performance and implement improvements.
• Resolve customer complaints and operational issues promptly.
• Ensure appropriate staffing during peak times.
• Maintain relationships with airline partners, airport authorities, and stakeholders.
• Manage inventory, equipment, and supplies for operations.
• Ensure adherence to company policies, safety standards, and procedures.
• Prepare and submit performance and compliance reports.
• Recommend and manage capital expenditures for new equipment.
• Ensure compliance with TSA and site-specific security plans.
• Negotiate contracts with suppliers for equipment and materials.
• Administer practices fairly, ensuring respect and professionalism for all.
• Oversee requisitions for equipment and supplies within budget.

General Manager - Ground Handling

• Coordinate with OEM and lease providers for asset availability, costing, and lead times.
• Manage lease intake process and oversee the onboarding of new leasing transactions.
• Lead lessor engagement, relationship management, and performance oversight.
• Govern Master Lease Agreements (MLAs) and Service Level Agreements (SLAs).
• Manage and coordinate lease bid processes, ensuring competitive and compliant outcomes.
• Oversee document closing process, including final review and execution of equipment schedules.
• Coordinate distribution of leasing documentation and data across Accounting, Fixed Assets (FA), Tax, and relevant stakeholders.
• Ensure accurate recording of leased assets in Lease Management Systems (LMS), partnering with GSE Administration.
• Coordinate with Finance/Accounting teams on regulatory filings and tax reporting requirements.
• Evaluate lease structuring options and provide recommendations to leadership; support and execute approved decisions.
• Maintain accurate asset records and data integrity within lease management systems.
• Administer database management and ensure timely updates to lease information.
• Negotiate early lease terminations, buyouts, and restructuring arrangements.
• Partner with Finance and Tax teams on ongoing regulatory filings and compliance requirements.
• Compile and provide leasing data and reporting to support internal departments (e.g., Finance, Operations, Strategic Planning).
• Serve as primary point of contact for routine lease-related inquiries across the organization.
• Monitor lease performance and ensure alignment with financial and operational goals.
• Administer end-of-lease processes, including documentation, notifications, and compliance tracking.
• Ensure adherence to contractual return conditions and asset disposition requirements.
• Develop and execute FMV (Fair Market Value) strategies for lease buyouts and extensions.
• Negotiate end-of-term outcomes including renewals, extensions, buyouts, or returns.
• Maintain proper documentation and audit-ready records for all EOL transactions.
• Coordinate with Finance/Tax teams on final regulatory filings and tax implications.
• Evaluate EOL options, provide strategic recommendations to leadership, and execute approved actions.

GSE Lease Portfolio Manager

Ramp Service Manager

• Oversee all aspects of passenger service operations to ensure safe, efficient, and customer-focused service delivery.
• Manage front-line teams responsible for check-in, boarding, arrivals, and special assistance.
• Ensure compliance with TSA, FAA, and airline policies, procedures, and service level agreements.
• Oversee staffing, scheduling, and training to meet operational demands.
• Monitor daily flight activities to ensure on-time performance and service quality.
• Conduct performance reviews, coach supervisors, and foster professional development.
• Manage incident reports, customer feedback, and corrective action plans.
• Liaise with airline customers, airport authorities and internal departments to resolve issues and maintain strong relationships.
• Maintain records, reports and documentation in accordance with company and regulatory requirements.
• Promote a strong culture of safety, teamwork, and accountability throughout the station.

Manager, Passenger Services

Supply Chain

• Responsible for Traffic Office, Warehouse and Ramp Operations Management.
• Engaged in resolving service failures and implementing corrective and preventative measures.
• Reports to the General Manager.
• Respond to customers concerns via email Daily.
• Monitor and review managers’ performance.
• Monitor and review staff productivity.
• Manage, plan and control all elements of warehouse and ramp activities.
• Oversee office management and ensure customers’ expectations are met.