Senior Officer - Airport Services

MAIN OBJECTIVE OF ROLETo 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 proceduresKey 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.

• 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

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