Airport Services Supervisor

4 weeks ago

Adelaide, South Australia Emirates Full time

Job Purpose

As an Airport Services Supervisor at Emirates, you will be responsible for leading a team to ensure seamless airport operations. Your key responsibilities will include:

  • Deploying available resources to best advantage in order to satisfy customer and operational requirements arising during each duty period.
  • Analysing anticipated operational problems and undertaking remedial and pro-active action in line with relevant procedures to mitigate disruption to customers.
  • Ensuring 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 en-route stations and destinations.
  • Supporting and 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.
  • Conducting staff performance reviews and supporting the performance management process by ensuring feedback is provided to staff within stipulated time limits.
  • Ensuring that service suppliers are fully briefed regarding Emirates requirements and that they deliver them in a timely and efficient manner so that the service handling proceeds smoothly and Emirates customers' expectations are met or exceeded.
  • Investigating and responding to queries and complaints in an efficient and timely manner in order to restore customer confidence.
  • Ensuring the expeditious and accurate completion of all reports and statistical data, including customer trends, meal wastage, and recording of inwards goods and confirmation of invoices. Ensuring completion of daily/weekly stock control.
  • Undertaking various administrative functions and other duties as directed from time to time by the Airport Services Manager or senior station official on duty.
  • Ensuring that all agents working for or on behalf of Emirates are well-motivated, groomed, given coaching/guidance support, and that they are able to perform their tasks in an efficient and professional manner to ensure a high level of customer service. Providing required feedback into the agents' performance management process.
  • Supervising projects and championing areas of the operation, such as check-in, boarding, connections, arrivals, CDS, etc. and working with all stakeholders and service partners to ensure service delivery to Emirates standards. Being involved in reviewing the product and services as required to further enhance these.
  • Conducting regular self-audits to ensure Emirates specified standards on products, services, policies, and procedures are followed consistently. Conducting various audits as directed by HQ and ensuring timely reporting and corrective actions on non-conformance.
  • When required, undertaking and supporting operational duties across all areas of the operation, and related admin duties.
  • Carrying out various administration duties in support of the stations' operation or as directed from time to time by the Airport Services Manager or senior station official on duty, including invoice verification, liaison with suppliers, inspections, and audits.
  • Playing a key role in emergency response planning, exercising, and if ever activated, coordinating and working with appropriate stakeholders to react to an incident.

    Qualifications & Experience

    Significant airline industry or airport ground handling experience, with part of this experience in a senior position and with proven ability to lead a team. Must have completed relevant and recognised professional training courses in Passenger Services and Ground Operations. A working knowledge of airline reservations/fares and ticketing and Departure Control System (DCS). Knowledge of Baggage Tracing and Claims Handling. Ramp handling and aircraft servicing knowledge is advantageous. Must have advanced skills in customer service delivery, good interpersonal and effective cross-cultural communication skills. Experienced with use of Microsoft Word/Excel and Outlook E-Mail advantageous. High school level of education or equivalent.

    Additional Requirements

    This position is required to work a rotating shift roster, which includes weekends, public holidays, and early morning/night shifts. Only applicants with the legal right to work and live in Australia unrestricted will be considered.

    Salary & Benefits

    Enjoy a competitive remuneration package, discounts on flights and hotel stays.

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