Main Objectives

To oversee and control all airport operations on the respective shift and ensure the efficient functioning of Customer Services, Lounge, Ramp and Sales Outlet. Responsible for meeting all operational requirements whilst providing Customer Service of the highest standard. 

Main Duties

1. Manage all day-to-day operational issues, including check-in, operations, safety and security, disruption handling and service recovery in accordance with corporate procedures.

2. Own and manage airport authority and supplier relationships on a daily basis and ensure that they deliver the products and services GF requires to perform effectively.

3. Monitor local Service Level Agreement and performance management of suppliers.

4. Liase and communicate with both internal and external customers.

5. Act as a Senior Reporting Official on station for delivery of contingency plans when required and is key liaison with all operational areas on day to day issues

6. Manage Airport Ticket desk / Deliver ticket desk revenue to target and liase with Country Commercial Manager to ensure that Quality Revenue is maximised in accordance with commercial needs.

7. Delivery of Emergency Plan requirements.

8. Monitor competitor activity at the airport and feedback to the commercial team, ensure that the team members are informed about all the relevant business, customer service and commercial information.

9. Establish and maintain excellent relationships with colleagues from other airlines 

10. Monitor compliance with Operational manuals Quality Management System and the Local Procedures Manual identifying shortfalls and taking immediate action to rectify, if necessary, to ensure safe and secure operation.

11. Responsible for achievement of Customer Service Operational targets at airport including KPI, punctuality, baggage etc within agreed budget

12. Performance manage a team / ground handling supplier / resources to deliver excellent customer service. Performances manage in a meaningful way that recognises, rewards and motivates.

13. Establish effective links with Head Office key interface departments and local network for day-to-day operational issues.

14. After flight departures hold de-briefing session with all staff to highlight discrepancies and deficient areas, obtain re-commendations for corrective action from all staff and advises Airport Manager. 

15. Coordinate with Airport Manager on ongoing action plan for service improvements; adapt all possible methods to achieve/exceed the set up targets.

16. Implement action plan for delayed flight and accomplish all the necessary steps in accordance with the laid-down procedure and ensure maximum attention and care provided to all passengers.

17. Adapt instructive guidelines for oversold flight on shift basis in line with the action plan – over-sale, brief of all staff under his direction and coordination with GHA for implementation.

18. Ensure delayed, denied boarding and STPC passengers are provided with acceptable standard accommodation.

19. Monitor service standard for en-route transit passengers, STPC, meals/refreshment and ensure handled in accordance with the company policy / procedure.

20. Investigate passenger complaint and prepare detailed report to APM for further assessment and action.

21. Ensure safeguard of flight revenue documents and prompt dispatch to head office as per the laid-down procedure.

22. Ensure all discrepancies are reported in the station logbook and make APM aware of corrective action taken along with recommendation to prevent recurrence.

23. Deputize for APM during absence of later.

Experience

Minimum 5 years experience having worked in all areas of Ground Services. 
Having a background of load control activities and the understanding of handling procedures will be an advantage.

Qualifications

Graduate with HND level or equivalent.
Fluent in written and spoken English.
PC literate