MAIN OBJECTIVES
To oversee various customer handling areas of airport operations ensuring
highest standard of service and following safe & secure working procedures.
MAIN DUTIES
*
Oversee all customer handling areas Viz. Check-in, Departure Gate, Transit &
Arrival. Ensure all functions are accurately and promptly carried out by
company staff as well as Handling Agent Staff to the highest degree of
standard.
*
Assign pre-flight duties to all staff and conduct de-briefing to discuss the
discrepancies.
*
Direct Check-in staff in handling passengers for any irregularities, invalid
documents etc.
*
Direct Check-in staff in dealing excess baggage charges. Make decisions
regarding charging and waiving of charges.
*
In case of Denied Boarding, guide check-in staff and deal passengers. Ensure
updating SSCI for downgrading or offloading customers.
*
Establish and maintain good working relationships with customs, immigration,
security, police, medical, cargo, ground transport, catering, duty free,
courier companies, tour operators and other airline staff.
*
Ensure that Company Policy and local policies for handling delayed services
are followed and that delayed passengers are given all assistance during such
delays.
* Ensure that the handling agents output is according to company standards and in accordance with the agreed contract.
* Ensure strict adherence of company safety and security standards.
*
Ensure Company Regulations are being followed with regard to
lost/found/damaged baggage and that the time factor in this connection is not
exceeded.
* Ensure that staff on shift, wear company uniform to the required standard.
*
Ensure that adequate stock level of all stationery and supervises distribution
there of.
*
Ensure quality service to V.I.Ps, unaccompanied children etc. in areas of
arrival, departure and during transits. Coordinate with Lounge staff.
*
Communicate with Duty Manager / Airport Manager to upgrade A/C equipment if
necessary in terms of over sales etc…
* Liaise with Airport Support Unit/WWCC for VCRS (Virtual Coupon Records) updates in case of misconnections involving rerouting.
* Monitor catering figures and update catering unit well ahead to prevent wastage.
*
Carry out any other tasks or duties as assigned by Airport Manager.
* Encourage GHA (Ground Handling Aent) staff to sell more ancillaries and generate revenue.
* Brief the DMs/APM (Airport Duty Manager/Airport Manager) regarding shortfall of the GHAs on daily basis.
* Monitor the ramp activities.
* Review the GSRs (Ground Safety Reports) and discuss with APM for appropriate action.
EDUCATION & TRAINING
OND or equivalent.
EXPERIENCE
Minimum 5 years of relevant experience.
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