ΟΜΙΛΟΣ ΓΕΚ ΤΕΡΝΑ / GEK TERNA GROUP
hospitality
TerminalServiceSupervisor
“Terminal Service Supervisor at ΟΜΙΛΟΣ ΓΕΚ ΤΕΡΝΑ / GEK TERNA GROUP. Skills: Terminal Service, Customer Experience, Operations Management. Lead front-line Terminal Service teams on shift. Deliver high-quality customer experience”
What You'll Achieve.
Consistently high-quality customer experience; Optimal deployment at key touchpoints; High standards of passenger assistance; Customer-service culture; Compliance with service standards; Compliance with safety standards; Compliance with regulatory requirements; Secure and safe environment for passengers and staff; Continuous improvement in Customer Experience
Industry & Context.
Solution-focused mindset; Proactive, solution-focused mindset
Availability to work rotating shifts, including weekends and public holidays
What They're Looking For.
Must Have
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, working knowledge of airport operations, security processes, passenger-flow management, and compliance with relevant EU/Greek aviation regulations, Availability to work rotating shifts, including weekends and public holidays, Fluency in English, both written and oral
Nice to Have
Experience in ORAT or pre-opening airport projects, Experience in passenger flow monitoring, queue management, or service quality programs
What You'll Do.
Lead front-line Terminal Service teams on shift
Deliver high-quality customer experience
Support development and documentation of Terminal Service SOPs
Assist in defining customer service standards
Contribute to establishment of passenger experience SLAs
Participate in coordination meetings with MIS provider
Review system workflows
Support user acceptance testing
Contribute to queue management strategies
Coordinate with stakeholders
Support procurement specifications for customer service equipment
and supervise Terminal Service Agents
Conduct regular walk-around inspections of terminal areas
Monitor passenger flows and proactively manage queues
Act as first-level escalation point for passenger service issues
Monitor day-to-day terminal operation
Coordinate with security agencies to oversee security operations
Monitor and analyse customer experience KPIs
Lead Terminal Operations staff during crisis
Prepare periodic summary reports
Ensure compliance with health
and security standards
How You'll Work.
Team & Collaboration
Cross-functional coordination with airlines, ground handlers, security providers, IT, commercial tenants; Coordination with APOC and operational stakeholders; Coordination with security agencies
Communication Scope
Excellent communication skills; Ability to produce clear, accurate reports
Process & Methodology
ORAT activities, trial operations, passenger simulations, service testing exercises, readiness inspections
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