Passenger Assist Lead

Passenger Assist Lead – Shift Support Role Location: Nashville International Airport (BNA) Rate of Pay: $19.00 per hour The Passenger Assist Lead serves as a frontline leadership support position for the Passenger Assist Team at Nashville International Airport (BNA). Reporting directly to the Passenger Assist Coordinator, the Lead assists in overseeing daily shift operations and ensures that ADA passenger assistance services are delivered safely, professionally, and efficiently.

This role provides direct support to team members during assigned shifts (1st, 2nd, or 3rd) and helps maintain consistent operational standards across the airport. The Passenger Assist Lead supports zone coverage and assignment distribution, provides real-time direction to Passenger Assist Agents, and helps ensure adequate staffing levels throughout the shift.

The Lead monitors attendance and punctuality, reinforces professionalism expectations, and communicates operational updates from the Coordinator to the team. In the absence of the Coordinator, the Lead may serve as the acting shift leader to ensure uninterrupted operations. This position plays an important role in maintaining ADA compliance, safety standards, and high-level customer service performance.

The Lead assists with onboarding support and training reinforcement, provides coaching when minor performance concerns arise, and escalates more significant matters to the Coordinator as needed. The Passenger Assist Lead is expected to maintain strong visibility in the operation, respond professionally to passenger concerns, and model appropriate workplace conduct at all times.

Candidates must demonstrate reliability, accountability, and strong communication skills in a fast-paced airport environment. The ability to obtain and maintain a TSA security badge is required, which includes successfully passing a background check and meeting all airport security requirements. A consistent attendance record and positive performance history are essential.

Knowledge of ADA standards and airport operations is preferred.