Job Description
Plan, and Control all passenger services activities at designated areas such as (Passenger/Support Services) to ensure consistent quality customer service delivery and on-time performance in line with Service Level Agreement and Standard Operating Procedures (SOP). Monitor that all staff members under jurisdiction adhere to Safety Policy and Security standard of the Company.
Duties and Responsibilities
Your main responsibilities in this role include the following:
Report for duty at the allocated work area on time, maintaining the Company uniform and grooming standards. Coach, Motivate and Develop Supervisors and frontline staff in-order to achieve high morale, discipline, and grooming standard of his/her team. Maintain the safe and secured work environment for staff at area of jurisdiction by ensuring that they are consistently applies the company Safety Policy and Security Standards,
Maintain a total quality environment by conducting service audits on a regular basis and give constant feedback to Supervisors and frontline staff in coaching style to develop their customer handling practices which is in compliance with customer Service Standards and Standard Operating Procedures. This is in-order to generate compliments and reduce complaints.
Motivate and encourage the Supervisors and frontline staff to come-up with bright ideas and generate Service Improvement Feedback (SIF).
Manage and Administer activities on shift basis by controlling processes related to meet & assist / Visa services / Porterage & Station Support within the stipulated time period, in-order to safeguard revenue, operational data and avoid accounting discrepancies.
Proactively seek feedback from internal and external customers and provide recommendation for improvements to the Superintendent (Operations) and Line Manager. Conduct regular and periodic meetings with supervisors and frontline staff, to ensure the team is constantly updated on operational matters and to maintain the flow of information.
Ensure that the laid down procedure for Net Promoter score (NPS) is implemented and adhered to by all concerned staff within the area of jurisdiction, in-order to meet the set target. Conduct regular flight audits in co-ordination with the Service Delivery Controllers on shift.
Plan, and organise the manpower 24hrs prior to the shift and effectively manage all equipment’s and facilities within area of jurisdiction (Concourse & Terminals - Printers, Tablets, Tetras, Buggy cars) by optimising the utilisation through smart allocation and cross utilisation. Initiate preventive maintenance to keep the resources in good working condition.
Maintain an efficient contingency systems by ensuring that Supervisors/Team leaders are regularly updating the fall-back arrangements (stationary kits, Flight disruption kits) to handle the disruptions effectively.
Support the Data Driven Performance Review (DDPR) by ensuring reviews are conducted for their subordinates in accordance with corporate standards and time-lines. Recommend Development Plan for Supervisors and frontline staff.
Submit a shift report to the Controller (Operations) profiling the operations of designated area (Terminal /Concourse) and copy the same to other Duty officers in order to ensure the flow of information and constant follow-up.
Job Requirements
12 Years schooling or equivalent
Airport Operations / Passenger Handling: 8+ Years
It is desirable to be a certified First-Aider or Fire-Warden.
Experience in Passenger Handling.
Advanced courses in Passenger Handling and Advanced Supervisory skills courses (Work shop)
Proficiency in Passenger Handling Procedures and operation of the Departure Control System
Good understanding of the General Conditions of Carriage, International Civil Aviation Safety and Security Practices as stipulated by (ICAO/IATA) and safety policy of the Company.
Good working knowledge of Airport communication systems such as: (RMS, BRS, DIMIS, FIDS, UFIS, GUI and DCS).
Excellent communication skills in English and Arabic advantageous.
Job Details
Company/Organization: Marhaba
Employment Type: Full-time
Job Location: Dubai, United Arab Emirates
