Description

• Responsible for ensuring all staff conform to the required standards of services and efficiency;
• Ensure service providers comply with procedures in place;
• Monitor the Service provider SLA;
• Monitor and supervise the daily operations;
• Continuously improve quality standards;
• Ensure sufficient staffing levels across all departments, including service providers and internal staff;
• Responsible for the daily operational planning;
• Ensure all staff are on duty and in full uniform;
• Monitor company communication platforms and ensure that all requests are auctioned;
• Ensure check-in counters are open, on time and maintained as required (airport specific requirements);
• Plan, monitor and evaluate the delay process effectively, efficiently, and professionally;
• Complete the daily shift report and any delay reports as required;
• Attend and conduct shift briefings with service providers and ticket sales;
• Monitor operations ensuring that all flights depart as scheduled and ensure movements messages are sent timeously;
• Monitor OTP, schedule changes and any other activity that may have an impact on operations and communicate with the relevant parties;
• Ensure the ground handler is sufficiently equipped with radios, cell phones etc.;
• Report equipment shortages to the relevant departments;
• Ensure there is enough stock on hand, stickers, manual handling stock etc.;
• Investigate incidents/irregularities and report to the station in charge;
• Ensure disciplinary action is taken for non-compliance;
• Address complaints promptly, conduct investigations, and provide feedback in a timely manner;
• Ensure a detailed handover is prepared for the next shift;
• Maintain cleanliness and tidiness in the office;
• Ensure that the equipment/devices are maintained, secured, and handled with care;
• Delegate responsibilities as required;
• Perform spot checks on all internal and external stakeholders;
• Attend meetings with internal and external stakeholders;
• Liaise with customers and maintain a visible, accessible presence for both staff and passengers at all times.

Requirements

• Grade 12 or equivalent;
• Travel Degree or Diploma (Advantageous);
• Minimum of 2-4 years’ experience in an Airline/Aviation environment (Passenger Services and/or Ramp Services and/or Baggage Handling);
• No criminal or credit record;
• Must be willing to work shifts and on weekends;
• Airside and terminal knowledge;
• Must have knowledge of airport operations;
• Computer literate;
• Excellent communication skills;
• Conflict resolution skills;
• Dealing with confidential information;
• Leadership skills;
• The ability to work well under pressure;
• Practice good time management and willingness;
• Customer focus and service orientated;
• Solid computer literacy;
• Excellent phone etiquette.

Personal Attributes:

• Professional;
• High integrity;
• Customer service orientated;
• Team player;
• High degree of patience and assertiveness;
• Reliable and dependable.