Airport Services Supervisor

The Airport Services Supervisor (ASVR) oversees and coordinates 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. Ensuring the consistent application of the company's commercial and safety and security standards, policies and procedures, the ASVR provides support, leadership and coaching to the front line staff engaged in ensuring the smooth and efficient processing of all passengers.

KEY ACCOUNTABILITIES

Key Activities

1. Organise allocation of agents to check-in, Departures/Transfer, Ramp or Arrivals on a rotating basis and provide briefings on a shift by shift basis.

2. Set up check-in area and ensure correct allocation of desks, manpower and other resources, monitoring activities of FZ and Ground Handling Agents (GHA).

3. Monitor passenger flow and queue times providing assistance and adjusting desk allocation as required, including liaison with immigration, Security and DA terminal management.

4. Monitor assigned area of passenger and ramp handling to achieve and maintain the highest customer service standards at check-in/boarding gate/ramp and arrivals.

5. Ensure proper enforcement of flight opening/closure times, baggage policies, Credit Checks and documentation requirements.

6. Provide assistance and information to passengers and stakeholders as necessary.

7. Liaise with NCC and GHA and organise staff to ensure timely commencement and close out of boarding process.

8. Assist passenger progress through security, immigration and transfer areas and assist with baggage and flight connections.

9. Ensure safe passenger embarkation and disembarkation processes and monitor turn-round handling and baggage handling activities within company/regulatory safety and security regulations.

10. Assist passenger arrivals and baggage reclaim process and offer any assistance as necessary.

11. Check post-flight documents, telex, prepare reports and check sheet for accounting purposes.

12. Monitor Service Partners/Providers performance against flydubai's SLAs and ensure they are adhering to safety and security regulations and to flydubai processes and procedures.

13. Liaise with all stakeholders and assist passengers in case of delays or disruption.

14. Monitor, examine/investigate and report any discrepancies, irregularities or operational problems (e.g. delays) in day to day activities and identify & implement solutions.

15. Reply to queries from other stations, Handling Agents and Govt. Authorities.

16. Coach and mentor junior staff appropriately – leading by example

17. Control all ground handling costs to ensure FZ operations are managed in the most cost-efficient way.

MINIMUM QUALIFICATIONS / EXPERIENCE/ KNOWLEDGE / SKILLS

Minimum Qualification

• University Degree or equivalent

Experience

• 5+ years' experience in a customer service related role.

• 3+ years of experience in airline passenger and baggage handling.

Additional Requirements

• Excellent interpersonal and customer service skills.

• Excellent written and verbal command of the English Language.

CORE COMPETENCIES

• Customer Focus

• Team work

• Effective Communication

• Personal Accountability & Commitment to achieve

• Resilience and Flexibility (Can do attitude)