Team Leader Terminal (UAE National)
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Key skills for this role
About the Role
Velora Aviation is seeking a Terminal Team Leader (UAE National) to provide frontline operational supervision across terminal functions at Abu Dhabi airport. The role involves supervising check-in, handling premium guest complaints, and ensuring service delivery meets SLAs.
Key Skills for This Role
Responsibilities
- Plan, update and supervise daily assignment of activities to ensure smooth delivery of operational areas
- Supervise check in for all customer airlines (economy & premium)
- Implement and monitor procedures over assigned operational areas
- Act as escalation point for guest services agents for operational and documentation issues
- Handle premium guest complaints and look for amicable solutions
- Supervise and quality control service delivery by GSAs for flight handling at boarding gate, check in & transfer areas
- Liaise between TCC and other internal and external stakeholders
- Drive employee engagement and high performance culture
Requirements
- Diploma level with additional certifications on office management or secretarial and computer courses
- Minimum 2 years’ experience as a Guest Services Agent
- Strong written and verbal English language skills
- Excellent knowledge of DCS (airline systems)
- Excellent knowledge of Ground Handling service delivery policies and procedures
Full Job Posting
Purpose
- The Terminal Team Leader is responsible for providing frontline operational supervision across assigned terminal functions to ensure superior guest experience at all touch points. The role supports the delivery of daily terminal activities in line with SLA, safety, security, regulatory and service q
Accountabilities
- Plan, update and supervise a daily assignment of activities in order to ensure the smooth delivery of specific operational areas in line with customer airlines’ SLAs and quality standards
- Supervise check in all customer airlines (economy & premium)
- Implement and monitor procedures over a wide range of assigned and emerging operational areas to ensure daily operations are executed effectively, escalating complex tasks to a supervisor only when unable to solve a situation personally
- Act as the escalation point for all guest services agents for any operational, documentation issues etc.
- Handle premium guest complaints or any issues on the floor and look for amicable solutions
- Supervise and quality control service delivery by GSAs for all flight handling activities at the boarding gate (departures and arrivals), check in & transfer areas
- Liaise between TCC and other internal and external stakeholders while in their allocated area of responsibility.
- Supervise an area of the shift and drive employee engagement and a high performance culture by being a role model that gives emphasis to empowerment, communication, quality, productivity & goal attainment
Education & Experience
- Diploma level with additional certifications on office management or secretarial and computer courses
- Minimum 2 years’ experience as a Guest Services Agent
- Strong written and verbal English language skills
- Excellent knowledge of DCS (airline systems)
- Excellent knowledge of Ground Handling service delivery policies and procedures
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