MAIN OBJECTIVES

The Senior Baggage Tracing Officer is responsible for efficiently managing and overseeing lost baggage tracing and claims processing, ensuring timely and accurate resolutions for passengers. This role involves collaborating with internal and external stakeholders to enhance service quality, streamline processes, and improve passenger satisfaction in alignment with departmental standards.

MAIN DUTIES

• Manage and maintain the Bahrain baggage store, supervise baggage tracing activities, and ensure efficient handling of unclaimed baggage.

• Liaise with internal and external stakeholders including outstation Ground Handling Agencies to implement consistent processes for handling left behind items and ensure similar operations at outstations.

• Monitor, supervise and follow up with Ground Handling Agencies staff at the GF Lost-and-Found Desk to ensuring addressing related issues with GHA management.

• Manage Baggage e-mail and phone communications with customers and outstations, ensuring timely responses to inquiries and claims.

• Communicate directly with premium, IP, and VIP passengers regarding mishandled baggage, providing personalized assistance to VVIPs.

• Manage and facilitate the completion of baggage settlement forms, ensuring that passengers receive appropriate compensation as determined by departmental policies and guidelines. Collaborate with relevant teams to expedite claim resolutions and enhance customer satisfaction.

• Investigate contents of unclaimed baggage, extracting information to assist in owner identification.

• Address passenger complaints related to baggage referred by the Customer Care Department for timely resolution.

• Design and compile periodical mishandled baggage statistics, highlighting airport performance, and review all baggage reports to ensure correct fault station allocation.

• Prepare comprehensive reports for top management, focusing on key performance indicators, trends, and areas for improvement in baggage handling operations.

• Monitor performance reports to ensure company targets are met for timely baggage delivery and use insights from management reports to identify and implement improvements.

• Develop and maintain processes for customs clearance of unclaimed baggage, filing mishandling files for easy access, and training new staff on the World Tracer system.

• Coordinate with other airlines to secure clearance and permissions for forwarding claimed, unclaimed, and left behind baggage to their respective destinations.

• Assist in public donations and destruction of unclaimed baggage.

• Assist in preparing reports for senior management on key performance indicators and trends in baggage handling and use insights to identify and implement improvements.

• Carry out tasks assigned by superiors related to Gulf Air business operations.

EDUCATION & TRAINING

• Higher National Diploma or equivalent qualification.

• Fluent in spoken and written English and Arabic.

• Knowledgeable in accounting and bookkeeping principles.

• Strong analytical and numerical reporting skills.

• Proficient in PC usage, with advanced Excel capabilities.

EXPERIENCE

Minimum 2 years related work experience at airport operations.