Job Description
Duties and Responsibilities
Your main responsibilities in this role include the following:
Deploy available resources to best advantage in order to satisfy Customer and operational requirements arising during each duty period.
Analyze anticipated operational problems such as over bookings, adverse weather, delays, cancellation of flights, crew flight time limitations etc., and undertake remedial and pro-active action in line with relevant procedures to mitigate disruption to customers.
Ensure that all post flight activity is completed correctly, including flight and related ticketing reporting, in order to protect Company revenue and to facilitate the handling of customers and dead load at an-route stations and destinations.
Support, and if necessary undertake, the processing of all baggage claims and control expenditure on damaged baggage replacements and lost baggage claims as per applicable procedures and in a timely manner.
Conduct staff performance reviews (i.e. setting staff’s objectives and development plan) and support the PM process by ensuring feedback is provided to staff within stipulated time limits.
Ensure that service suppliers are fully briefed regarding EK requirements and that they deliver them in a timely and efficient manner so that the service handling proceeds smoothly and Emirates Customer’s expectations are met or exceeded.
Control expenditure on general consumables, stock, lounge items & etc.
Respond to queries and complaints in an efficient and timely manner in order to restore passenger confidence.
Ensure the expeditious and accurate completion of all reports & statistical data including Customer trends, meal wastage and recording of inwards goods & confirmation of invoices. Ensure completion of daily/weekly stock control.
Undertake various administrative functions and other duties as directed from time to time by the Airport Services Manager or senior station official on duty.
Ensure all agents working for, or on behalf of EK, are well motivated, groomed, given coaching /guidance and that they are able to perform their tasks in an efficient and professional manner to ensure a high level of customer service. Also provide required feedback into the lounge agents PM process.
In conjunction with the catering supplier conduct menu presentations and implement new or adjusted menu.
Supervisor will be responsible for projects and championing areas of the operation e.g. check-in, boarding, connections, arrivals, lounge etc. and will need to work with all stakeholders and service partners to ensure service delivery to Emirates standards, and will be involved in reviewing the product and services as required to further enhance these.
Conduct regular self-audits to ensure Emirates specified standards on products, services, policies and procedures are followed consistently. Conduct various audits as directed by HQ and ensure timely reporting and corrective actions on non-conformance.
When required undertake and support operational duties across all areas of the operation, and related admin duties.
Play a key role in emergency response planning, exercising, and if ever activated, coordinate and work with appropriate stakeholders to react to an incident.
Job Requirements
Minimum ‘O’ Level or equivalent
Must have completed relevant and recognized professional training courses and have experience working in Passenger Services and Ground Operations
Experience in supervising, guiding, coaching, and motivating staff
Working knowledge of Reservations/Fares and Ticketing, Departure Control System
Knowledge of Baggage Tracing and Claims Handling
Knowledge of Microsoft Word/ E-mail / Excel advantageous
Advanced skills in customer service delivery
Candidates should be fluent in written and spoken English and German.
Applicants must have the legal right to live and work in Germany. The Company will not provide assistance with obtaining work permits.
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