AIRPORT SERVICES OFFICER

Job Purpose: Ensure a safe, efficient, cost effective and timely airport
operation so that Emirates image, reputation and customer service levels are
maintained and enhanced, as per the criteria set forth by the Company's
commercial, safety and security policies, standards and procedures. Plan,
organise and control all aspects of the overall operation including effective
co-ordination of all internal and external departments such as Handling
Agents, caterers, other airlines, and various authorities at the airport, to
ensure customers are provided with a high level of service. Manage and
supervise staff on duty ensuring that the relevant areas of the operation are
fully covered and assume responsibility for running of the Station during the
absences of the Airport Services Manager. Job Outline: - Analyse anticipated
operational problems such as overbookings, adverse weather conditions, delays,
cancellation of flights, crew flight time limitations etc., undertaking
necessary remedial action to ensure disruptions are minimised and the customer
service levels are not impacted. - Ensure that Handling Agent, caterers and
other service providers are fully briefed regarding Emirates? requirements for
the day?s operation including any special handling, and update this
information as necessary in order to ensure a smooth operation and avoid
unnecessary expenditure and inconvenience to our customers. - Control
expenditure on damage baggage replacement and lost baggage claims. Delegate
some of the baggage claims processing to the Supervisors/ASAs, to ensure all
of the baggage services aspects are processed effectively and in a timely
manner. - Assist the Airport Services Manager in preparing and maintaining the
staff duty roster and in preparing the staff annual leave plan as necessary
and ensure staffing levels are optimised. - Undertake various administrative
duties delegated by Airport Services Manager including attending various
meetings as directed and ensure Emirates interests/requirements are
appropriately represented at such meetings. - Assist the ASM in Employee
Regulation Programme and in conducting staff performance reviews in line with
Performance Matters (i.e. setting staff?s objectives and development plan) and
support, coach and guide staff members to ensure maintenance of customer
service and other standards such as grooming. - Manage and administer all
operational/supervisory activities on a shift basis and ensure appropriate
control of processes related to document and information consolidation
(revenue documents , cargo, handling reports etc) in order to safeguard
revenues, operational data and avoid discrepancies. - Monitoring of all
operational units (Customer Services, Ticket desk, Ramp and Lounge). Establish
a regular reporting mechanism to ensure there is a timely and consistent
monitoring of service delivery, across operations. Monitor KPI?s for service
performance and ensure that these KPI?s are met consistently by each unit. -
Under take projects from time to time as advised by the Airport Services
Manager in relation to operational standards and procedures thereby improving
efficiency and quality of service delivered at the station. Assist ASM in ERP
(Emergency Response Planning) and other related tasks. - Ensure Passenger
Service and Ground Operations Manual updates are communicated and adhered to,
internally and by relevant service providers. Promote a continuously improving
culture of safety, with open reporting of safety deficiencies, human factor
issues and compliance with local laws to uphold the delivery of safe and
secure operations.
Qualifications & Experience: Airport Operations.Passenger Handling : : Minimum
`A' Level or equivalent (Higher Secondary School). Must have completed
relevant and recognised professional training courses in Customer Services and
Ground Operations. Experience: Given the specific requirements at outstations,
a minimum of ‎5 years experience is required in Airport. Customer handling /
Operations including at least ‎3 years in a supervisory position.
Knowledge/Skills: A working knowledge of Reservations/Fares and Ticketing,
Departure Control Systems. Knowledge of Dangerous Goods Regulations & Weight &
Balance. Knowledge of Baggage Tracing and Claims Handling. Knowledge of
Microsoft Word/ E-mail / Excel advantageous and local languages. Fluency in
spoken and written English and required local language. Please note that you
must have the legal right to live and work in Saudi Arabia.
Salary & Benefits: Join our growing team and enjoy a competitive remuneration
package, discounts on flights and hotel stays.