Airport Services Duty Manager – DXB

1. Ensuring the delivery of agreed Service Level agreements/standards on a shift basis through your team as well as individually. Monitoring and recording local performance, giving feedback and coaching where necessary to staff.
2. Support the Airport Service team in dealing with Customer issues, and/or operational difficulties. Aim to resolve difficulties to the customer’s satisfaction, in order to reduce consumer complaints and associated costs. Be proactive in dealing with difficulties and pre-empt areas of disruption to minimize Customer inconvenience
3. Monitor customer areas of the operation on a regular basis throughout the shift, being available & flexible in dealing with Customer enquiries/issues and reflecting the high standards of service at all times.
4. Ensure daily briefings take place to inform staff of relevant issues, including safety, punctuality and service in addition to operational requirements.
5. Monitor the overall operation performance, targeting areas of concern and ensuring adequate levels of staff & resource are available to deal with operation.
6. Roster adequate trained staff to cover the operation, allocating leave ad overtime where necessary to maintain standards but with an awareness of budgetary constraints..
7. Compliance with current HR policies & procedures, relating to Attendance Management, Disciplinary & Discrimination..
8. Manage own time according operational need, ensuring that all areas of the airport operation covered on shift. Assess the greatest need for assistance and support at any one time.
9. Ensure security regulations are enforced, including Security Questioning at point of check-in; passenger profiling, correct procedures for passenger baggage reconciliation are carried out. Monitor the performance and compliance of security subcontractors/providers..
10. Conduct staff appraisals, giving fair and constructive feedback on a regular basis..
11. Maintain adequate stock for all areas, demonstrating good stock control and minimal wastage
12. Ensure responsible handling and control of accountable documents and cash on a shift basis..
13. Communicate and enforce safety regulations. Make sure work areas are safe and take responsibility for hazards.
14. Ensure all work and Customer areas reflect flydubai standards.
15. Monitor booked loads and ensure the Supervisory team have planned strategy to pre-empt overbookings or weight problems, which would necessitate the upgrade/downgrade of customers, seeking voluntary offloads & dealing with resulting denied boarding customers
16. Ensure all staff are fully conversant with local and flydubai Emergency Procedures, and the communication action process for any incidents with significant potential Customer or Media impact
17. Liaise with all stakeholders on a regular basis to maintain service standards, and deal with any shortcomings in a timely and pro-active manner to avoid reoccurrence. To include regular monitoring and auditing of Handling Agent safety and compliance.
18. Capture and record daily operational statistics
19. Act as an Ambassador for flydubai at all times and as a ‘role model’ for the Airport Service Team

• University Degree or equivalent experience

• 6 years + Airline/Handling Agent
• 3 years + Supervisory/Management

• Broad knowledge and experience in airport operations
• General knowledge of Load Control, DCS & Ticketing

• Must be fluent (oral, aural and written) in English – Arabic is desirable.
• Proven interpersonal, motivational skills together with excellent communication skills
• Ability to assess, process and problem solve under pressure Demonstrated ability to lead a team
• Demonstrated ability to build external relations
• Cultural awareness