You will mainly manage and ensure a safe, efficient, cost effective and timely airport operation so that our clients reputation, and customer service levels are maintained and enhanced to the highest standards.
You will ensure that appropriate action is taken for providing prompt service to customers to maintain, and where required, to restore the goodwill and confidence of customers facing various adverse situations (flight disruptions, denied boarding, etc.).
- Ensures that local ground handling services provides smooth flow of passengers and baggage through check in desks and boarding gates with maximum comfort and fastest process
- Plans, assigns, and reviews attendance, appearance, behavior's, and the work of all staff around the airport
- Schedules the work of staff engaged in various activities like providing information to passengers about flights/delays/cancellations coordinating with ticket sales to stop sale, assignment-opening and close of counters on time, start/finish boarding, gate duties
- Briefs ground handling staff on special rules, regulations, policies, and procedures announced by company superiors, and follow-report-enforce implementation of such rules, regulations, and procedures
- Reviews conformance to established rules-regulations and procedures and make reports of those unable to comply with these
- Analyses and makes recommendations for improved operations
- Assist the customer support department to resolve passenger claims and requests, and where appropriate report forward relevant concerns to airport authorities and direct manager
- Performs inter departmental cooperation especially with OCC,
- Support the ticketing systems, customer support line, and crisis responses (ERP) as required
- Makes recommendations regarding hiring, discipline, and promotions of staff, raises, need for training and replacement
- Authorizes leave and overtime, counsel staff on job related problems, conduct performance appraisals
- Support the setup of new destinations worldwide and ensure Company standards are met in all operating locations
- Performs other related work as required by company
- In the event of a flight disruption, arrival or departure, the Airport Services Agent is expected to stay on until the operational activities of that day have been completed
- Prepares station reports and statistics for management