Passenger Services Duty Manager

Job Purpose: To manage EK Airport Services Operations (Passenger Services and
Baggage Services) on a shift basis in order to achieve high levels of service
delivery to EK Customers also ensuring a safe, efficient, and cost-effective
operation. Ensure that appropriate action is taken for providing prompt
service to Emirates customers at all areas of Dubai airport and other Dubai
servicing points to maintain, and where required, to restore the goodwill and
confidence of customers facing various adverse situations (flight disruptions,
denied boarding, etc). Based on individual area of responsibility, play an
active role in new airport development and in various new or ongoing
department projects. Job Outline: Passenger Services: - Manage the business
unit resources on a shift basis to ensure that service levels are delivered as
per EK standards and ensuring that SOPs are strictly adhered to. - Manage
shift staff and their expectations, providing on the job coaching and
leadership to operational teams, capturing performance through the Spot Review
system and ensuring performance improvement where necessary. Ensure sufficient
manpower at check-in, boarding, transfer desk, and baggage to handle the
passengers load on shift and meet their expectation. - Develop and maintain
excellent relationships and open communication with internal and external
departments such as dnata, Dubai Airports, EK Security, Airport Police,
Immigration, Embassy, Govt. Protocol Dept, Hotel Authorities, Dubai, Sharjah,
Abu Dhabi Airport Authorities. - Investigate all handling discrepancies and
customer complaints in timely manner, identify problem areas and course of
action required to prevent recurrence of service failures, while liaising and
working very closely with the Manager Airport Services. - Liaise closely with
dnata & EK Manager Airport Services when experiencing adverse operational
situations, such as Baggage Handling System failures, misconnections, short
shipped baggage and adverse weather conditions. Help creating a prompt action
plan to control the aforementioned situations, in order to maintain EK
standards and ensure cost effectiveness. Lead the EK team to ensure that the
affected passengers are dealt with in the most courteous manner. Check
in/Boarding & Transfer Desk: - Ensure that the emirates standard for queue
times and process times are maintained at all passenger processing areas,
coordinate with RTC on manpower allocation. - Take full control in dealing
with or directing the various passenger handling activities during unplanned
contingencies / disruptions, such as, flight delays, cancellations of
flights, down-grade of aircraft, Departure Control System failure, mis-
connections, denied boarding, etc., by mobilising resources, evolving prompt
plan of action, and delegating discretionary Authorities to Duty Officers /
Flight Supervisors, such as but not limited to, provision of hotel
accommodation, transportation, transfer of passengers to other airlines,ramp
to ramp transfers, upgrades, holding aircraft for transfer loads, etc. This is
in order to secure Emirates? goodwill, while maintaining a cost-effective
operation. - Manage and continuously develop all Check in and boarding
products/ services such as Self Service Kiosks, Skywards, check in car park
facility, On Time Performance at the gates, excess baggage revenues, short
connections, transit product etc to ensure that the products are fully
utilized and customer's expectations are achieved. VVIP, Special Services, and
Premium Connections: - Ensures high standard customer service standards are
delivered to our VVIP/CIP/IO passengers. Role holder to constantly review the
entire service delivery process and its workability with all related
stakeholders (Dubai Airports, immigration, chauffer drive, Police, dnata,
embassies, hotels, Authorities etc) in setting up the process. - Control the
Special handling unit on shift basis in order to ensure that all V.I.PS,
unaccompanied minors (UM), YP, wheelchair passengers and any other passengers
who require special attention are dealt with promptly. Constantly analyses the
Special Handling dnata wheelchair performance vis-a-vis the operating
environment and recommends enhancements to the Line Manager. - Review the
flights to be handled on shift, and plan (whenever possible) to meet and
assist all VVIP's/CIP's/IO members to ensure all protocol is observed in
keeping with their status, and all courtesies are extended for swift
processing (or bypassing, as the case may be) conventional channels as
appropriate. There will be active co-ordination with EK lounges should there
be a need to accommodate any VVIP/CIP/IO Pax.
Qualifications & Experience: Qualifications & Experience: Qualifications: -
Degree or Honours (‎12+‎3 or equivalent) Experience: - ‎8+ Years in Airport
Operation, an airline, airline ground services or airport ground handling
environment, out of which at least ‎5 years should have been in a supervisory
or junior managerial capacity Knowledge/skills: - Should be proficient in MACS
& MARS (check-in and reservation systems) Should have completed advanced
courses in Passenger Handling. - Should be proficient in Passenger Handling
Procedures and Departure Control System preferred. - Should have a good
understanding of Airline Conditions of Carriage, International Civil Aviation
Safety and Security Practices as stipulated by (ICAO / IATA) and local
authorities. - Specific to VVIP Unit. - Should be a specialist in all areas of
passenger and baggage handling, with expert knowledge in the area of passenger
ground product management.
Salary & Benefits: Join us in a management role and enjoy an attractive tax-
free salary. On top of our generous travel benefits, including discounted
flights and hotel stays around the world, this managerial role also has an
excellent leave and healthcare package. That's on top of transport benefits,
life insurance and more.