Airport Services Supervisor

4 weeks ago

Adelaide, South Australia Emirates Full time

Job Purpose

The Airport Services Supervisor will be responsible for leading a team to ensure the smooth operation of airport services, including check-in, boarding, and baggage handling. The successful candidate will have a proven track record of managing teams and leading projects to improve service delivery.

Key Responsibilities

  • Deploy available resources to best advantage in order to satisfy customer and operational requirements arising during each duty period.
  • Analyse anticipated operational problems 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, to protect company revenue and facilitate the handling of customers and dead load at en-route stations and destinations.
  • Support and 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 and support the performance management process by ensuring feedback is provided to staff within stipulated time limits.
  • Ensure 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.
  • Investigate and respond to queries and complaints in an efficient and timely manner to restore customer confidence.
  • Ensure 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.
  • 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 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.
  • Supervisor will be responsible for projects and championing areas of the operation, including check-in, boarding, connections, arrivals, CDS, and will need to work with all stakeholders and service partners to ensure service delivery to Emirates standards.
  • Conduct regular self-audits to ensure Emirates specified standards on products, services, policies, and procedures are followed consistently.
  • When required, undertake and support operational duties across all areas of the operation and related admin duties.
  • Carry 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.
  • Play a key role in emergency response planning, exercising, and if ever activated, coordinate and work with appropriate stakeholders to react to an incident.

Qualifications & Experience

The successful candidate will have:

  • 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 is 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.

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