| Job Purpose |
Successful candidate will to oversee the daily operations at London Heathrow airport including but not limited to Check in, Ticketing & Reservations, Transfer Desk, Boarding gates, Arrivals, Baggage. Ensure all guests travelling to and from or through London Heathrow Airport receive consistent high levels of service delivery whilst never compromising Safety & Security. At the request of line manager, take “Special Projects” relating to station performance and/or “Strategic Station developments”.
|
| Responsibilities |
- Supervise and co-ordinate all Etihad staff and GHA to ensure efficient pre-flight editing, guest and baggage check-in procedures in its entirety and in accordance with company’s procedures, as well as the ticketing & reservations facility.
- Direct staff in handling guests for irregularities or invalid documents and dealing with excess baggage. Brief staff on Local Emergency Procedures, and any other procedural updates of the company to ensure safety and security
- Monitor SLAs, take action where standards not met, document and update line manager
- As directed by the ADM, delivery action plan for delayed flight and accomplish all the necessary steps in accordance with the laid-down procedure and ensure maximum attention and care provided to all passengers
- Establish and maintain excellent relationships with colleagues from other airlines
- Conduct a manual fall back exercise once every 3 months and to include GHA.
- Ensure all I-learn modules and online training is completed prior to monthly 1-2-1
- Revenue generation to ensure maximum excess baggage is charged and any excess baggage waivers are documented. Excess baggage will be reviewed on a monthly basis to ensure the station has reached target
- Perform 1-2-1 with direct reports on a monthly basis produce and agree PDP and PIP where required in order to develop direct reports
- Demonstrate Etihad brand values achieving 97% in guest service delivery measured against monthly report whilst maintaining compliance with Etihad uniform and grooming policy.
- Introduce a clear communication strategy by way of a shift handover. The handover is the responsibility of the AOO on duty who must ensure all operational related issues are recorded and clearly communicated to colleagues with any follow-up action
- Compete DART activities post flight departure ensuring all ad-hoc charges and correct information is recorded to ensure financial
|
| Requirements |
Degree / Diploma or industry experience in Business Administration Discipline. Minimum 1-2 years’ experience in airport operations at a supervisory level
Training & Knowledge:
- Guest Handling, Ramp Operations, Cargo and Mail Services, DGR, Basic Knowledge of Weight and Balance, Departure Control System, and Airline Reservation..
- Knowledge of SSCI (Sabre Sonic Check-in) and Advanced SSCI departure and arrival procedures as well as basic reservations i.e. to retrieve PNR, add comments.
- Significant experience in process and performance improvement systems
- Lean Six Sigma Trained
- Extensive experience of using reporting tools to deliver data analysis
- Sound knowledge of Performance dashboards and balanced business scorecards
- Highly Analytical and Data driven
- Highly numerate and literate with a high standard of written and oral presentation skills
|
| |
|
Shift work (7 Day ops)
|
|
Click here to apply for this job
Back to search results
0 comments:
Post a Comment