Supervisor - Airport Services (Outstations)
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Key skills for this role
About the Role
flydubai is seeking an Airport Services Supervisor to oversee and coordinate airport services agents and ground handlers at outstations. The role ensures high-quality passenger service in check-in, boarding, special services, ramp operations, and baggage services.
Key Skills for This Role
Responsibilities
- Organize allocation of agents to check in, Departures/Transfer, Ramp or Arrivals on a rotating basis and provide briefings on a shift by shift basis
- Set up check in area and ensure correct allocation of desks, manpower and other resources, monitoring activities of flydubai and Ground Handling Agents (GHA)
- Monitor passenger flow and queue times providing assistance and adjusting desk allocation as required
- Oversee passenger and ramp handling to achieve and maintain the highest customer service standards
- Ensure consistent application of commercial, safety, and security standards, policies, and procedures
- Provide assistance and information to passengers and stakeholders as necessary
- Liaise with Network Control Centre (NCC), GHA and relevant stakeholders to organize staff for timely boarding and assist passengers during delays
- Assist passenger progress through security, immigration and transfer areas and assist with baggage and flight connections
- Ensure safe passenger embarkation and disembarkation processes and monitor turn round handling and baggage handling activities
- Check post flight documents, telex, and prepare accurate reports and check sheet for accounting purposes
- Monitor Service Partners/Providers performance against SLAs and ensure adherence to safety and security regulations
- Monitor, examine, investigate and report any discrepancies, irregularities or operational problems
Requirements
- High School Diploma
- Fluent in English
- 4+ years’ experience in a customer service related role
- 2+ years of experience in airline passenger and baggage handling
Full Job Posting
Main Objective of Role
- To oversee and coordinate the activities of airport services agents and appointed ground handler to ensure consistent delivery of high quality service to flydubai passengers in respect of check in, boarding, special services, ramp operations and baggage services.
Key Responsibilities
- Organizes allocation of agents to check in, Departures/Transfer, Ramp or Arrivals on a rotating basis and provide briefings on a shift by shift basis
- Sets up check in area and ensure correct allocation of desks, manpower and other resources, monitoring activities of flydubai and Ground Handling Agents (GHA).
- Monitors passenger flow and queue times providing assistance and adjusting desk allocation as required, including liaison with immigration, Security and DA terminal management.
- Oversees passenger and ramp handling to achieve and maintain the highest customer service standards and ensure proper enforcement of flight opening/closure times, baggage policies, Credit Checks and documentation requirements.
- Ensures the consistent application of the company’s commercial, safety, and security standards, policies, and procedures, while providing support, leadership, and coaching to frontline staff to facilitate the smooth and efficient processing of all passengers.
- Provides assistance and information to passengers and stakeholders as necessary.
- Liaises with Network Control Centre (NCC), GHA and relevant stakeholders to organize staff to ensure timely commencement and close out of boarding process and assist passengers in case of delays or disruptions to ensure smooth operations and communication.
- Assist passenger progress through security, immigration and transfer areas and assist with baggage and flight connections and provide assistance with passenger arrivals and baggage reclaims process.
- Ensures safe passenger embarkation and disembarkation processes and monitor turn round handling and baggage handling activities within company/regulatory safety and security regulations.
- Checks post flight documents, telex, and prepares accurate reports and check sheet for accounting purposes.
- Monitors Service Partners/Providers performance against flydubai’s SLAs and ensure they are adhering to safety and security regulations and to flydubai processes and procedures.
- Monitors, examines, investigates and reports any discrepancies, irregularities or operational problems (e.g. delays) in day to day activities and identify & implement solutions.
Qualifications
- High School Diploma
- Fluent in English
- 4+ years’ experience in a customer service related role. 2+ years of experience in airline passenger and baggage handling.
- Variable (Shifts)
- 4 6 years
Competencies
- Customer Focus
- Team work
- Effective Communication
- Personal Accountability & Commitment to achieve
- Resilience and Flexibility (Can do attitude)
- Inspiring & Developing Others
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