About VIP Hospitality LLC

Incorporated in 2004, our company seeks to efficiently elevate the experience of valued patrons and guests served by our contractees exclusively within the hospitality, travel, and tourism industries.

Customer Service Supervisor

VIP Hospitality Services | CLT Airport

Job Summary

The Customer Service Supervisor is responsible for leading the Customer Service Agent team during assigned shifts, maintaining safe and efficient operations, and serving as an on-duty point of contact for the client and airport partners. This role places strong emphasis on coaching, developing, and supporting CSAs so they deliver proactive, positive, and professional service to passengers while meeting VIP Hospitality, client, airport, and contract expectations.

Leadership, Coaching, and Team Development

• Coach CSAs in real time by observing performance, giving clear feedback, reinforcing service standards, and recognizing positive behaviors.

• Develop new and existing CSAs through hands-on training, shadowing, mentoring, and practical guidance during daily operations.

• Set a positive leadership example by staying calm, approachable, professional, and solutions-focused in front of passengers, staff, clients, and airport partners.

• Support employee growth by identifying training needs, documenting coaching opportunities as directed, and following up to confirm improvement.

• Lead pre-shift huddles or briefings as assigned to communicate priorities, passenger flow expectations, safety updates, and customer service focus areas.

• Encourage teamwork, accountability, respectful communication, and a service-first mindset across the shift.

Shift Operations and CSA Supervision

• Supervise Customer Service Agents on the designated shift and confirm CSAs are positioned, engaged, and performing assigned duties.

• Maintain adequate shift coverage by monitoring staffing levels, managing call-outs, contacting approved coverage resources, and escalating staffing concerns promptly.

• Assign and adjust team locations, breaks, and lunch periods to support passenger flow, operational needs, and contract requirements.

• Monitor team performance throughout the shift and take timely action when coaching, support, redirection, or escalation is needed.

• Assist with CSA duties when needed, including passenger engagement, wayfinding, queue support, and communication with airport partners.

• Attend or participate in daily stand-up meetings and communicate operational updates, service concerns, staffing issues, and follow-up items.

• Maintain accurate and timely communication with the General Manager and leadership team regarding shift activity, incidents, irregular operations, and performance trends.

Customer Service, Client Support, and Airport Partner Coordination

• Promote a proactive, positive customer service culture by ensuring CSAs greet passengers, offer assistance early, and provide clear guidance during busy travel periods.

• Serve as the on-duty point of contact for client representatives as assigned, providing professional updates and timely responses to operational concerns.

• Work collaboratively with CLT Airport, TSA, Customs and Border Protection, VIP Hospitality leadership, and other airport partners to support smooth passenger movement.

• Handle passenger, staff, or client concerns professionally, resolving matters when appropriate and escalating issues according to company procedure.

• Support irregular operations under CLT direction, including schedule changes, passenger congestion, service disruptions, or other operational challenges.

Safety, Security, and Compliance Responsibilities

• Promote a safe work environment by following and enforcing applicable VIP Hospitality, CLT Airport, client, safety, and security rules and regulations.

• Ensure CSAs follow company policies, airport procedures, contract expectations, and applicable safety and security requirements.

• Identify and report hazards, operational concerns, policy violations, or security-related issues promptly through the appropriate chain of command.

• Use radios and approved communication tools professionally and efficiently to relay status updates and coordinate operational needs.

• Protect confidential or sensitive operational information and use sound judgment when communicating with passengers, employees, clients, and airport partners.

Qualifications

• High school diploma, GED, or equivalent preferred or required where applicable by contract or airport credentialing standards.

• Prior customer service supervisory, lead, coaching, or team leadership experience preferred; three years of related experience preferred where applicable.

• Ability to obtain and maintain required airport badge, credentials, clearances, and any client or regulatory requirements for the assignment.

• Strong communication and interpersonal skills with the ability to engage passengers, staff, clients, and airport partners in a professional and friendly manner.

• Demonstrated ability to lead, train, coach, develop, and monitor CSAs to meet service, safety, and contract expectations.

• Ability to communicate effectively in English as required to perform job duties, provide safety-related instructions, use radios, and coordinate with airport partners.

• Basic knowledge of airport layout preferred; ability and willingness to learn assigned CLT Airport areas, procedures, and passenger-flow expectations.

• Proficiency and/or ability to learn Microsoft Office and basic computer systems used for scheduling, communication, reporting, or operational documentation.

• Dependable, punctual, organized, and able to make sound decisions in a fast-paced airport environment.

Essential Functions and Physical Requirements

• Stand and remain alert for extended periods at assigned locations, with or without reasonable accommodation.

• Walk through assigned areas, observe team performance, monitor passenger flow, and provide assistance to passengers, staff, clients, and airport partners, with or without reasonable accommodation.

• Provide clear verbal instructions, coaching, and operational updates in person and by radio in a busy airport environment.

• Work various shifts as assigned, including mornings, evenings, weekends, holidays, and irregular schedules based on operational needs.

• Lift, move, or relocate baggage or operational items up to 70 pounds when required by the assignment, with or without reasonable accommodation.

• Respond to operational changes, staffing needs, passenger concerns, and irregular operations in a timely and professional manner.

Compliance, Equal Opportunity, and Additional Notes

• VIP Hospitality is an equal opportunity employer and considers qualified applicants without regard to protected characteristics under applicable federal, state, and local law.

• Reasonable accommodations may be available to qualified individuals with disabilities to perform the essential functions of the position, unless doing so would create an undue hardship.

• This job description describes the general nature and level of work performed and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications.

• Employment and continued assignment may be subject to successful completion and maintenance of required background checks, airport badging, security training, and client or regulatory requirements.

• Nothing in this job description creates a contract of employment or alters any applicable at-will employment relationship, where permitted by law.