• 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 passenger 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 passengers.
• 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 passenger 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 (flight coupons, cargo, MCOs, cash vouchers, handling reports etc) in order to safeguard revenues; operational data and avoid discrepancies.
• 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.

Qualifications:

Minimum ‘A’ Level or equivalent (Higher Secondary School)

Must have completed relevant and recognised professional training courses in Passenger Services and Ground Operations

Experience:

Given the specific requirements at outstations, a minimum of 5 years’ experience is required in Airport Passenger 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