Passenger Services Duty Manager, Emirates Group, Dubai, UAE

Job Purpose

To manage EK Airport Services Operations (Passenger Services and Baggage Services) on a shift basis in order to achieve high levels of service delivery to EK Customers also ensuring a safe, efficient, and cost-effective operation. Ensure that appropriate action is taken for providing prompt service to Emirates customers at all areas of Dubai airport and other Dubai servicing points to maintain, and where required, to restore the goodwill and confidence of customers facing various adverse situations (flight disruptions, denied boarding, etc). Based on individual area of responsibility, play an active role in new airport development and in various new or ongoing department projects.

Job Outline:

Passenger Services:

- Manage the business unit resources on a shift basis to ensure that service levels are delivered as per EK standards and ensuring that SOPs are strictly adhered to.

- Manage shift staff and their expectations, providing on the job coaching and leadership to operational teams, capturing performance through the Spot Review system and ensuring performance improvement where necessary. Ensure sufficient manpower at check-in, boarding, transfer desk, and baggage to handle the passengers load on shift and meet their expectation.

- Develop and maintain excellent relationships and open communication with internal and external departments such as dnata, Dubai Airports, EK Security, Airport Police, Immigration, Embassy, Govt. Protocol Dept, Hotel Authorities, Dubai, Sharjah, Abu Dhabi Airport Authorities.

- Investigate all handling discrepancies and customer complaints in timely manner, identify problem areas and course of action required to prevent recurrence of service failures, while liaising and working very closely with the Manager Airport Services.

- Liaise closely with dnata & EK Manager Airport Services when experiencing adverse operational situations, such as Baggage Handling System failures, misconnections, short shipped baggage and adverse weather conditions. Help creating a prompt action plan to control the aforementioned situations, in order to maintain EK standards and ensure cost effectiveness. Lead the EK team to ensure that the affected passengers are dealt with in the most courteous manner.

Check in/Boarding & Transfer Desk:

- Ensure that the emirates standard for queue times and process times are maintained at all passenger processing areas, coordinate with RTC on manpower allocation.

- Take full control in dealing with or directing the various passenger handling activities during unplanned contingencies / disruptions, such as, `flight delays, cancellations of flights, down-grade of aircraft, Departure Control System failure, mis-connections, denied boarding, etc., by mobilising resources, evolving prompt plan of action, and delegating discretionary Authorities to Duty Officers / Flight Supervisors, such as but not limited to, provision of hotel accommodation, transportation, transfer of passengers to other airlines, `ramp to ramp transfers, upgrades, holding aircraft for transfer loads, etc. This is in order to secure Emirates? goodwill, while maintaining a cost-effective operation.

- Manage and continuously develop all Check in and boarding products/ services such as Self Service Kiosks, Skywards, check in car park facility, On Time Performance at the gates, excess baggage revenues, short connections, transit product etc to ensure that the products are fully utilized and customer's expectations are achieved.

VVIP, Special Services, and Premium Connections:

- Ensures high standard customer service standards are delivered to our VVIP/CIP/IO passengers. Role holder to constantly review the entire service delivery process and its workability with all related stakeholders (Dubai Airports, immigration, chauffer drive, Police, dnata, embassies, hotels, Authorities etc) in setting up the process.

- Control the Special handling unit on shift basis in order to ensure that all V.I.PS, unaccompanied minors (UM), YP, wheelchair passengers and any other passengers who require special attention are dealt with promptly. Constantly analyses the Special Handling dnata wheelchair performance vis-a-vis the operating environment and recommends enhancements to the Line Manager.

- Review the flights to be handled on shift, and plan (whenever possible) to meet and assist all VVIP's/CIP's/IO members to ensure all protocol is observed in keeping with their status, and all courtesies are extended for swift processing (or bypassing, as the case may be) conventional channels as appropriate. There will be active co-ordination with EK lounges should there be a need to accommodate any VVIP/CIP/IO Pax.

Qualifications & Experience

Qualifications & Experience:

Qualifications:

- Degree or Honours (12+3 or equivalent)

Experience:

- 8+ Years in Airport Operation, an airline, airline ground services or airport ground handling environment, out of which at least 5 years should have been in a supervisory or junior managerial capacity

Knowledge/skills:

- Should be proficient in MACS & MARS (check-in and reservation systems) Should have completed advanced courses in Passenger Handling.

- Should be proficient in Passenger Handling Procedures and Departure Control System preferred.

- Should have a good understanding of Airline Conditions of Carriage, International Civil Aviation Safety and Security Practices as stipulated by (ICAO / IATA) and local authorities.

- Specific to VVIP Unit.

- Should be a specialist in all areas of passenger and baggage handling, with expert knowledge in the area of passenger ground product management.

https://www.emiratesgroupcareers.com/search-and-apply/375371

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