MAIN OBJECTIVES

To oversee and control airport operations on their respective shifts and to ensure the efficient functioning and provisioning of Customer Services, STPC/HOTAC needs of customers.

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, security, disruption handling and service recovery in accordance with corporate procedures.

2. Manage airport authority and supplier relationships on a daily basis and ensure that they deliver the products and services for GF at agreed set quality and standards.

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

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

5. Attend weekly meetings with GHA, Airport Authorities and other related personnel to discuss and show the way forward for better customer services, improved turnaround etc.

6. Do active upselling of flights whenever there is a DNB situation and there are other opportunities to enhance revenue due to competitors’ flights being cancelled or AOG or disruption.

7. Report any ground occurrences affecting the flight safety/flight security or the flight operations including all ground incidents/accidents to the concerned personnel and evaluate the situations.

8. Monitor competitor activity at the airport and feedback to the commercial team, ensure that all business, customer service and commercial information is cascaded to the team

9. Conduct performance reviews for all staff. Evaluate and grade their achievements for appropriate rewards and set future objectives in conjunction with the MSD/SMBH.

10. Implement and periodically review strategy to ensure that all procedures, standards and instructions as laid down by SMSPP and SMGO are complied with by airport staff

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

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

1. Achieve the Ground Handling performance targets set by Ground Operations under the SLA, such as flight punctuality, check-in standards and baggage delivery times, in order that GF remains competitive at all times. This will be achieved through regular liaison with the management of Handling Agents and other service suppliers in order to identify problem areas and find solutions to them.

13. Performance manages a team / ground handling supplier / resources to deliver excellent customer service. Performances manage in a meaningful way that recognizes rewards and motivates.

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 advise Manager Services Delivery (MSD).

15. Coordinate with MSD 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. Supervise whole Fraud detection function and ensure that passengers are holding valid travel documents etc.

21. Investigate passenger complaint and prepare detailed report to MSD for further assessment and action.

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

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

24. Deputize for MSD during absence of later.

EDUCATION & TRAINING:

A University degree level of education or a high school diploma along with equivalent 10-15 years Airport experience.

Thorough knowledge on SSCI and Movement Manger.

Full understanding of Airport and ground services procedures.

High level of motivational self-starter skill.

Possess strong verbal and written communication skills in English and Arabic (desirable).

EXPERIENCE:

Minimum 5 to 7 years of experience and having worked in all areas of Ground Services.

Must be capable of working under pressure in an environment where a very high degree of initiative, self -motivation and control are required necessitating the job-holder to demonstrate leadership ability.

Must be able to operate and/or be familiar with various computerized systems e.g. for Reservations, baggage tracing and various software packages used by the Company such as Word, Excel etc.

Must be able to guide and motivate employees whilst being assertive, tactful and diplomatic as circumstances warrant.