JOB PURPOSE
Ensure that the service offered is timely, efficient, and professional and of the highest level, as per the
criteria set forth by the Company&39;s commercial, safety and security policies, standards and procedures.
Supervise and coordinate all internal and external agencies, such as Handling agents, Service Providers,
other airlines and various authorities. Ensure that all relevant areas of operations are fully covered.
JOB ACCOUNTABILITIES
Analyse 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 minimise disruption to customers.
Ensure that Handling Agent, Caterer and other service providers are fully briefed regarding Emirates
requirements for the day&39;s operation (including any special handling) and that this information is updated
as necessary in order to ensure a smooth and cost effective operation and that any inconvenience to our
customers are minimised.
Ensure that all post flight activity is completed correctly in order to protect Company revenue and to
facilitate the handling of customers and dead load at an-route stations and destinations.
Respond to queries, complaints and claims in an efficient and timely manner in order to restore passenger
confidence. Undertake various administrative functions and other duties as directed from time to time by the
Airport Services Manager or Airport Services Officer.
Process all baggage claims and control expenditure on damaged baggage replacements and lost baggage
claims as per applicable procedures and in a timely manner.
Support and cover the Emirates Ticket Desk, where applicable, and undertake ticketing/reservation duties to
ensure seamless service to customers.
Support, coach and develop airport services agents and other relevant personnel to ensure that they are
fully briefed/debriefed of the operational requirements and they provide the required Customer service
levels.
Assist the ASM in conducting staff performance reviews in line with Performance Matters (i.e. setting staff?s
objectives and development plan) and support the PM process by ensuring feedback is provided to staff PM
reviews within stipulated time limits.
Carry out credit card verification and Travel documents checks diligently.
When required support duties in the Emirates lounge. Liaise with service providers and supervise
contracted staff, overseeing catering, cleaning and maintenance operations and ensure service standards
are met and maintained.
