To oversee various customer handling areas of airport operations ensuring highest standard of service and following safe & secure working procedures.
Main Duties
- 1. Oversee all customer handling areas Viz. Check-in, Departure Gate, Transit & Arrival. Ensure all functions are accurately and promptly carried out by company staff as well as Handling Agent Staff to the highest degree of standard.
- 2. Assign pre-flight duties to all staff and conduct de-briefing to discuss the discrepancies.
- 3. Direct Check-in staff in handling passengers for any irregularities, invalid documents etc.
- 4. Direct Check-in staff in dealing excess baggage charges. Make decisions regarding charging and waiving of charges.
- 5. In case of Denied Boarding, guide check-in staff and deal passengers. Ensure updating SSCI for downgrading or offloading customers.
- 6. Establish and maintain good working relationships with customs, immigration, security, police, medical, cargo, ground transport, catering, duty free, courier companies, tour operators and other airline staff.
- 7. Ensure that Company Policy and local policies for handling delayed services are followed and that delayed passengers are given all assistance during such delays.
- 8. Ensure that the handling agents output is according to company standards and in accordance with the agreed contract.
- 9. Ensure strict adherence of company safety and security standards.
- 10. Ensure Company Regulations are being followed with regard to lost/found/damaged baggage and that the time factor in this connection is not exceeded.
- 11. Ensure that staff on shift, wear company uniform to the required standard.
- 12. Ensure adequate stock level of all stationery and supervises distribution there of.
- 13. Ensure quality service to V.I.Ps, unaccompanied children etc. in areas of arrival, departure and during transits. Coordinate with Lounge staff.
- 14. Communicate with Duty Manager / Airport Manager to upgrade A/C equipment if necessary in terms of over sales etc…
- 15. Liaise with Airport Support Unit/WWCC for VCRS (Virtual Coupon Records) updates in case of misconnections involving rerouting.
- 16. Monitor catering figures and update catering unit well ahead to prevent wastage.
- 17. Carry out any other tasks or duties as assigned by Airport Manager.
- 18. Encourage GHA (Ground Handling Agent) staff to sell more ancillaries and generate revenue.
- 19. Brief the DMs/APM (Airport Duty Manager/Airport Manager) regarding shortfall of the GHAs on daily basis.
- 20. Monitor the ramp activities.
- 21. Review the GSRs (Ground Safety Reports) and discuss with APM for appropriate action.
Experience
Minimum 5 years of relevant experience.
Qualifications
Ordinary National Diploma or equivalent.
