Supervisor Airport Services

DNATA EMIR ATES

JOB DESCRIPTION

Job Title : Supervisor Airport Services Department : Check In/Boarding, Baggage STPC-Airport Hotel,Services, QTU & Ramp Services, STPC/Hotel, Hub Control (EKAS). Job Number : ECG 21, 22, 24, 26, 28 -1284- Various Reports To (Title) : Airport Services Officer Grade: EK.06 Reports To (Job No) : 1161 01/04/2006

1. JOB PURPOSE Provide leadership to Agents, Supervisors and others, to achieve consistently high quality services to our customers, in compliance with Standard Operating Procedures (SOP), EKAS Goals and Keys to Success and KPI’s. Support, motivate and mentor others, specifically new starters. Ensure ‘real time’ deployment of team members at designated area, and that they adhere to the Safety Policy and Security Standards of the Company.

2. JOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREAS (MAXIMUM OF 10)  Support, coach, develop and motivate all team members, and peers, to build morale and ensure excellent discipline and grooming standards. Be a Role Model for this.  Support G4’s & 5’s in the achievement of their accountabilities ensuring that they are fully briefed/debriefed in relation to their provision of superior customer service, and maintenance of standards, as per the Standard Operating Procedures (SOP).  Display excellent motivational leadership, delegation and mentoring in-order to facilitate customer satisfaction. Strive with your team to avoid complaints and earn compliments. Be a Role Model for this.  Support the Performance Matters Scheme by ensuring reviews are conducted, or contributed to, for team members in accordance with corporate standards and within the stipulated time limit. Establish Development Plans for frontline staff. Be a Role Model for this.  Encourage team members and peers to come-up with bright ideas and generate Service Improvement Feedback (SIF). Be a role model for this.  Give good customer service.  Examine and report operational problems such as delay etc.  Reply to queries from other stations, Handling Agents and Govt. Authorities  Report discrepancies in day to day activities and recommend solutions.  Check post-flight documents, telex, prepare reports and check sheet for accounting purposes.  Check and rectify errors by outstations  Maintain staff discipline and ensure they all comply with Company regulations.  Arrange extra manpower as and when necessary to handle delays or extra flights.  Provide cover for role above when operational requirements demand this i.e. ‘Act Up’  Keep current, and communicate to others, changes, processes and procedures/SOP’s

STPC – Airport Hotel  To ensure that all facilities, manpower, equipment, are prepared to offer the highest level of Customer Service to all EK passengers at 95% of time.  Ensure that the daily activities of the airport hotel, such as room utilisation at the EK wing, rooms used at other hotels, are reported to ASO correctly and on time at 100% of time.  Ensure that all outstations request, inquiries and message received either by telex or on the queue are dealt within 10 minutes of time of being receipt of inquiries at 100% of time.  Ensure that any fault in equipment or reported and action taken to rectify the fault within two hours at 100% of times.  Excerise speedy service recovery steps in any case of product/ service failure, errors by out stations/travel agents etc, to ensure customer satisfaction at 100% of times and report details to ASO within 24 hours.  Ensure that EK investment in the EK wing at the airport hotel is protected through strict appliance of STPC rules, and priority of utilisation of rooms at 100% of times.  Provide daily report on utilisation of rooms at the EK wing and other hotels for STPC by out stations and any other rooms usage at 100 % of times.  Provide monthly report about discrepancies of all concern by 5th day of every month.

Baggage Services  Ensures that the passengers are assisted on arrival in a professional and timely manner for their mishandled baggage and that property irregularity reports are raised. This is achieved by informing the passengers later on by telephone or in person at regular intervals regarding the status of their missing bags.  Controls the whole baggage arrivals ie., Baggage stores, PIR counter , Call Centre & Delivery Counter ensuring that staff resources are efficiently deployed to meet peak demand. Measures the performance of the staff by recording their performances, weaknesses and achievements. Encourages them to comply with the company’s standard procedures so that a high level of service is delivered to the passengers.  Co-ordinates with Customer Affairs , EK Airport Services ( head Office & outstation ) EK on-line and off-line stations, Group Security and other Group departments, especially DNATA Airport Services concerning day to day problems and complaints pertaining to mishandled baggage, to ensure that solutions are found and implemented, in order to minimise EK’s financial expenditure relating to claims.  Approves interim relief payments within the established baggage compensation policy, handles all operational and administrative matters including petty cash float and the cost effective use of transport to deliver bags to their respective owners within UAE.  Ensures all unclaimed bags are updated in World Tracer System within 4 hours of the flight arrival and stored safely for delivery or dispatch against the claims following the security/customs regulations and procedures of EK , UL and code share airlines.  Monitors primary baggage tracing ( first 10 days ) in world tracer and ensures that all baggage tracing action is thoroughly conducted before handing over files to CBTO ( Central Baggage Tracing Office ) for secondary tracing so that the passenger claims inconvenienced is minimised.  Highlights service and product flaws, adverse trends and arrival baggage (to baggage carousels) delivery performance, to baggage services Manager so that service improvements can be initiated where required.

Quick Transfer Unit - Ramp  Co-ordinate and monitors operational activities between different departments; EK and DN Baggage Services/DN Ramp Handling to ensure service delivery standards are met and appropriate action taken with regards to any abnormalities/discrepancies.

 To ensure that staff resources are efficiently deployed to meet peak demands. Measure performance of the staff by recording their performance, weaknesses and achievements. Encourage them to comply with the company's standard procedures so that a high level of service is delivered to the customers.  To identify system/operational/performance lapses in the service process and to work towards product improvement by highlighting/recommending corrective measures through the daily shift report to EK Management in order to maintain quality service to customers.

 To act as Emirates Airline Ramp Representative on a shift basis interacting with all concerned departments to try and meet the specific requirements and to ensure that all operational issues are dealt with and resolved without major disruptions to the operations.

 To monitor the baggage carousel at the concourse/Hall D and liaise with the Baggage Handling Systems team. This would involve monitoring baggage make-up units at QTU/Departure halls with the aim of co-ordinating and ensuring efficient running of operations.

 To liaise with Hub Control Centre/Transfer Desk/GTL's in case of disruptions/re- routings/improper K-Edits' in order to ensure that the bags travel on the same flight along with the passengers in order to maintain quality service to customers.

 Monitor aircraft stands and ensure proper equipment and manpower are provided by Dnata to perform proper handling as per laid down standards.

 To provide operational management (MAS/ASM) with reports of any/all irregularities faced during the shift and to prepare written reports for the administrative management where such has been identified as requiring follow-up.

3. MINIMUM QUALIFICATIONS/EXPERIENCE/KNOWLEDGE/SKILLS . O levels

. EKAS Leadership Foundation Certificate preferable (for internal candidates) . Proficiency in spoken and written English. Command over spoken and written Arabic preferable . Evidence of behavioural skills outlined on SASA G6 Behavioural Contract

. 5 years in customer service roles with at least 3 years in Airport Operations for a major airline

4. CRITICAL COMPETENCIES (MAXIMUM OF 6) . Leadership . Problem Solving & Decision Making . Customer Service Orientation . Professionalism . Interpersonal Ability . Organising for Results

5. OTHER RELATED JOB INFORMATION IMPORTANT: See related Behavioural Contract. If not attached please contact EKAS Admin. for a copy.

6. ANNEX I: OBJECTIVES AND RELATED FINANCIAL DETAILS

7. ANNEX II: ORGANISATION CHART FROM THE ORGANISATION CHARTS MANUAL(OCM)