Flight Attendants Jobs - Hail Saudi

<p><strong>Job Summary</strong></p><p><br></p><p>Provide first line leadership and guidance to employees in Passenger Services Department providing excellent customer service to our customers at the check-in counters, boarding gate and MAAS for each airline within the regulatory compliance environment in line with , Responsible for controlling all the functions of Passenger Services team during a shift duty so as to ensure that all bags are accounted for in order to achieve timely departure of the flight with nil discrepancies and attain customer satisfaction for both the passengers and the airlines</p><p><br></p><p><strong>Responsibilities</strong></p><p><br></p><ul><li>Perform all Passenger Service agent tasks (as per Job description) as well as supervisor responsibilities</li><li>Lead, inspire and coach team to meet and exceed established departmental goals</li><li>Ensure compliance to set department Key Performance Indicators (KPI’) and SOP’s</li><li>Conduct Pre / Post Flight Editing</li><li>Monitor attendance of all Passenger Handling staff (Check in, MAAS/PRM)</li><li>Conduct daily staff briefing, assign and distribute work, review work for accuracy and completeness, and return assignments with recommendations for proper completion to the Passenger Services Manager</li><li>Ensure cross utilization of resources by re-allocating/re-assigning</li><li>Ensure &amp; monitor gate and transfer desk processes per flight as per SLA’s</li><li>Liaise &amp; coordinate with the PRM team on all special handling requests (WCHR/UM/DEPU)</li><li>Monitor &amp; coordinate flight close out as per SLA’s and dispatch paperwork with the flight controller</li><li>Queue management at the departure terminal to ensure seamless operations</li><li>Ensures that professionalism is maintained in all communication over email, radio, telex and telephone</li><li>Organizes and manage resources during crisis situations, such as flight disruptions, flight delays, systems breakdown, non-reconciling boarding stumps, in order to safeguard operations and to secure the goodwill of the customers.</li><li>Ensures that procedures established by each carrier are properly carried out in a professional manner according to their specifications towards meeting or exceeding service delivery targets in accordance with Service Level Agreements.</li><li>Responsible for updating the reports for office equipment failures, discrepancies and incidents.</li><li>Ensure employees are in compliance with uniform, appearance, and personnel protective equipment policies</li><li>Motivate staff and provide for effective two-way communication within the Passenger Services department to encourage feedback and promote improvement in efficiency and effectiveness.</li><li>Recommend changes in practices and procedures aimed at increasing operational efficiency and expediting work flow in the department.</li><li>Develop or modify work plans, methods, and synergies hence determine work priorities for each shift.</li><li>Develop performance improvement plans for the team, document performance, provide performance feedback, and formally evaluate the work of employees.</li><li>Constantly seek customer feedback and opportunities in keeping with continuous improvement around service delivery</li><li>Track stationery inventory and place order for supplies as needed from customer airlines.</li><li>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 &amp; Excess baggage</li><li>Ensure that all post flight paperwork and activities have been finalized</li><li>Hold debriefings when &amp; as required with the teams</li><li>Investigate all operational irregularities at the terminal and submit reports /recommendations to the Duty Officer &amp; Manager, Passenger Services</li><li>Responsible for reporting occurrences, events, violations and acts that may affect safety, security and company reputation at the terminal</li><li>Ensure a proper log and accurate log / inventory of support tools such as Communication radios, Mobile phones, Tablets, WCHR’s and report any defects immediately</li><li>Ensure that data capture and daily reports as per defined formats &amp;/or in the Swissport reporting tools (E.g. FSC, SOR, D.A.T.E etc.) are accurate &amp; promptly submitted</li><li>Generate a summary report of all activities at the terminal after end of the shift</li><li>Carry out any additional duties as instructed by management</li></ul><p><br></p><p><strong>Qualifications and Competencies</strong></p><p><br></p><ul><li>Saudi National Only. </li><li>Must have at least three years experience as Passenger Service Agent. </li><li>High School diploma</li><li>Passionate about customer service and must have relevant work experience</li><li>Leadership and people management skills</li><li>A proven ability to problem solving and decision making experience</li><li>Planning and organizing skills</li><li>Excellent communication skills (written and verbal) in English, Arabic in addition is an advantage</li><li>Commitment to continuous improvement</li><li>Computer literate (Office Word, Excel, PowerPoint)</li><li>A good understanding of all regulatory and recommended procedures that relate to the airport environment</li><li>Flexible to work on various shifts (days, evening, nights, weekends, and holidays)</li></ul><p><br></p>

<p><strong>Job Summary</strong></p><p><br></p><p>To provide all necessary and required passenger/customer services as contracted by the customer to include but not be limited to baggage processing, terminal/gate check-in, greeting arriving passengers, handling of VIPs, provide special passenger assistance and other duties as assigned</p><p><strong>Responsibilities</strong></p><p><br></p><ul><li>Prepare and clear check in counters pre and post flight with appropriate stationery and signage</li><li>Provide a welcome service to passengers at check in, and at other customer service touch points and to assist in providing a pleasant customer experience</li><li>Verification of travel documentation and check in of departing passengers as per standard operating procedures</li><li>Counter checking boarding pass, making announcements, ensuring that passengers are boarded efficiently</li><li>Assist customers during flight irregularities i.e. delays, cancellations or diverted flights, coordinating communication with affected passengers to ensure passenger experience remains positive</li><li>Maintain excellent customer service standards at all times</li><li>Be able to perform Check-In, Gate, Transfers, Lost &amp; Found duties</li><li>Charging applicable excess baggage fees</li><li>Assist passengers as needed through arrival and check in processes including support for passengers with special needs such as unaccompanied minors (UM), VIP passengers and passengers needing wheelchair assistance</li><li>Direct passengers through Customs, Immigration, and Quarantine, as required</li><li>In charge of Gate activities such as set-up (including airline specific presentations), permanent communication with Flight coordinator close-out of flight, boarding process and accuracy of final passenger figures, initiate search for missing passenger and communicate baggage details for missing passengers</li><li>Contribute to on time performance of flight through proactive handling of Passenger Service related matters</li><li>Make public address announcements as required, i.e. delay, boarding, last call etc.</li><li>Assist Ramp team to ensure that wheelchairs, strollers and gate checked bags (cleared through security) are made available for loading upon departure and delivery to passengers upon arrival</li><li>Adherence and compliance to all Standard Operating Procedures (Swissport &amp; Carrier Specific)</li><li>Operate equipment like computer keyboards, and carrier specific reservation/ ticketing software</li><li>Produce all required, work-related documentation</li><li>Uphold and protect the company’s interests and image while at the Terminal / Airside</li><li>Protect customer (airlines) supplied products e.g. Boarding passes, Tags, Signage etc. from loss or damage by strictly adhering to written down procedures</li><li>Ensure compliance with uniform standards in line with appearance, and personnel protective equipment policies where applicable</li><li>Provide relevant information to customer queries and provide solutions to issues which may impact the customer’s experience</li><li>Report all irregularities to the appropriate supervisor/manager</li><li>Carry out any additional duties as instructed by management</li></ul><p><br></p><p><strong>Qualifications and Competencies</strong></p><ul><li>Saudi Only.</li><li>High School diploma</li><li>Passionate about customer service and must have relevant work experience</li><li>Excellent communication skills (written and verbal) in English, Arabic in addition is an advantage</li><li>Commitment to continuous improvement</li><li>Self motivated and able to work independently</li><li>Attentive to detail and numerate</li><li>Ability to follow processes and procedures and apply flexible approach when required</li><li>Must be able to type and learn airline specific computer reservation/ ticketing software</li><li>Willingness to work in inclement weather</li><li>Flexible to work on various shifts (days, evening, nights, weekends, and holidays)</li></ul><p><br></p>