Description
As an Airport Services Officer, you will analyze anticipated operational problems, such as overbookings, adverse weather conditions, delays, cancellations, and crew flight time limitations, to minimize disruptions and maintain customer service levels. You will ensure that Handling Agents, caterers, and other service providers are fully briefed on Emirates' requirements for the day's operation, updating this information as needed.
Control expenditure on damage baggage replacement and lost baggage claims, delegating some processing to Supervisors/ASAs. Assist the Airport Services Manager in preparing and maintaining staff duty rosters and annual leave plans, ensuring staffing levels are optimized.
Assist the ASM in Employee Regulation Programme and conducting staff performance reviews in line with Performance Matters. Manage operational activities on a shift basis, ensuring appropriate control of processes related to document and information consolidation. Monitor all operational units, including Customer Services, Ticket desk, Ramp, and Lounge, and establish a regular reporting mechanism for service delivery.
Take projects as advised by the Airport Services Manager to improve efficiency and quality of service delivered at the station. Assist the ASM in Emergency Response Planning and other related tasks. Ensure Passenger Service and Ground Operations Manual updates are communicated and adhered to internally and by relevant service providers. Promote a continuously improving culture of safety, with open reporting of safety deficiencies, human factor issues, and compliance with local laws to uphold safe and secure operations.
Requirements
To be considered for this role, candidates must have a minimum High School certificate, completed professional training in Customer Services and Ground Operations, min 5 years of Airport experience; Customer handling / Operations, including 3 years in a supervisory position, knowledge of Reservations/Fares, Ticketing, Departure Control Systems, Dangerous Goods Regulations, Baggage Tracing and Claims Handling, knowledge of Microsoft Word/Email/Excel would be advantageous, fluency in English and the local language, and legal right to live and work in Kuwait.
