Job Description

MAIN OBJECTIVE OF ROLE: To provides support, leadership and coaching to the front-line staff engaged in ensuring the smooth and efficient processing of all passengers, ensuring the consistent application of the company's commercial and safety and security standards, policies and procedures KEY RESPONSIBILITIES:

• Organizes allocation of agents to check-in, Departures/Transfer, Ramp or Arrivals on a rotating basis and provide briefings on a shift by shift basis.
• Manages and controls manpower on the shift, in order to optimize utilization and to maintain staff morale and discipline, and acting as supervisor in absence of same.
• Resolves customer problems and complaints while on duty and working with all departments including customer to provide resolutions.
• Monitors assigned area of passenger and ramp handling to achieve and maintain the highest customer service standards at check-in/boarding gate/ramp and arrivals.
• Ensures proper enforcement of flight opening/closure times, baggage policies, Credit Checks and documentation requirements.
• Liaises with NCC and GHA and organize staff to ensure timely commencement and close out of boarding process.
• Ensures safe passenger embarkation and disembarkation processes and monitor turn-round handling and baggage handling activities within company/regulatory safety and security regulations.
• Checks post-flight documents, telex, prepare reports and check sheet for accounting purposes.
• Monitors Service Partners/Providers performance against flydubai's SLAs and ensure they are adhering to safety and security regulations and to flydubai processes and procedures.
• Liaises with all stakeholders and assists passengers in case of delays or disruption.

QUALIFICATIONS:

• Bachelor's Degree (3+ years)
• Fluent in English (other languages an advantage)
• Experience in airport operations, particularly in passenger services, baggage services, ground handling operations, dangerous goods regulations, and ramp handling.
• 5 - 7 years

COMPETENCIES:

• Customer Focus
• Teamwork
• Effective Communication
• Personal Accountability & Commitment to achieve
• Resilience & Flexibility (Can do attitude)

ISR Requirements: Reads and complies with the ISR policies of the Company and diligently reports any weakness or incidents to the respective Line Manager or the Information Security team. Completes all required ISR awareness sessions and follows associated guidelines in the day-to-day business operations.

Skills Required