Job Summary
To efficiently and profitably manage and direct activities in passenger services department by providing a safe, quality product covering a range of ground handling services to its customers and overall accountable for operations at the terminal (above wings)
Responsibilities
Provide leadership and work direction to the Passenger Handling teams Ensure compliance to set department Key Performance Indicators (KPI’) Monitor all the handling services provided at the Terminal for Scheduled and Adhoc operations Monitor attendance of all Passenger Handling staff (Check In, Lost & Found, MAAS/PRM) Hold briefings with all Passenger Handling teams (Check In , Lost & Found , MAAS) before start of operations Liaise with the shift supervisors on the duty allocations for the day Ensure that all positions (Check In Counters , Transfer desk & Arrivals) are opened as per SLA’s Coordinate with shift supervisors on cross utilization of resources by re-allocating/re-assigning coupled with innovate staff management Ensure that documents profile desk at Check in & Gate has been set up as per SLA’s (where applicable) Ensure & monitor gate and transfer desk processes per flight as per SLA’s Liaise & coordinate with the MAAS /PRM team on all special handling requests (WCHR/UM/DEPU) Monitor & coordinate flight close out as per SLA’s and dispatch paperwork Queue management at the departure terminal to ensure seamless operations Participate in periodic performance reviews and disciplinary sessions of the staff Engage customers and authorities be present at all times at the terminal during operations for any queries Make spot checks at arrival hall to ensure that pre-flight set up has been done Monitor first bag / last bag offload processes at the arrivals Review the AHL / OHD list & updating of files at the end of the shift Liaise with shift supervisors that customer supplied products and stationery are stored accordingly after end of operations Ensure that deviations from the daily operations are properly covered (e.g. extra flights, charters , delayed flights) and reconciliation done for any monies collected for any adhoc services Monitor and cross check that all post flight paperwork and activities have been finalized Hold debriefings when & as required with the teams Investigate all operational irregularities at the terminal and submit reports /recommendations to the Manager , Passenger Services & Duty Station Manager Responsible for reporting occurrences, events, violations and acts that may affect safety, security and company reputation at the terminal Maintain & enforce company policies Maintain a comprehensive and accurate log / inventory of support tools such as Communication radios ,Mobile phones , Tablets , WCHR’s and report any defects immediately Issue the long term planning / allocation (next 24H) , cross check of resources (Manpower and Equipment’s) Ensure that data capture and daily reports as per defined formats &/or in the Swissport reporting tools (FSC, SOR, D. A. T. E etc.) are accurate & promptly submitted Generate a summary report of all activities at the terminal after end of the shift Liaise and coordinate with Duty Officer Ramp to ensure flights are dispatched on time Carry out any additional duties as instructed by management
Qualifications and Competencies Minimum 3 years Passenger Services Supervisor experience Excellent verbal and written communication skills in English (Arabic in addition is an advantage) Excellent knowledge of all functions in Passenger Services Strong organizational and multi tasking skills Leadership ability Customer focus and quality awareness Ability to deal with conflict Valid Driver’s License Ability to work in inclement weather Ability to work under pressure Ability to work flexible hours