Job Description:

• To deploy available company resources to best advantage in order to satisfy passenger and operational requirements arising during each duty period.
• To ensure that the Ground Handling Agent and other service suppliers are fully briefed regarding company requirements and that they deliver them in a timely and efficient manner so that the service handling proceeds smoothly and passengers' expectations are met or exceeded.
• To deal with problems arising such as delays, disruptions, excess baggage or denied boarding, within the guidelines provided by the company in order to retain customer confidence and loyalty.
• To use initiative to resolve problems outside these guidelines, keeping senior staff informed of the action taken.
• To control catering uplifts and expenditure on meals and accommodation for the transfer of delayed passengers in order to minimize waste and unnecessary costs while meeting the needs of passengers.
• To efficiently investigate and respond to queries, complaints and claims received from various head office departments or passengers directly and attempt to restore passenger confidence.
• To ensure the expeditious and accurate completion of all post flight activities including dispatch of messages, forwarding of documentation and completion of station file so that down line operations can proceed smoothly and any future queries responded to.
• Assist in passenger training programs.
• Conduct safety briefings as per Company requirements.
• Complete daily shift reports. Complete accident reports and investigate when necessary within the required time set per Company.
• Maintain inventory of passenger service supplies.
• Oversee baggage service.
• Administer discipline as set out in Company policies.
• Perform other duties as assigned by the Manager and directly supervise the Passenger Service Agents.

Experience and Qualifications:

• Extensive experience in Airport Ground Handling, with at least 3 years experience as a Duty Officer and with proven ability or aptitude to lead a team.
• High school level of education or equivalent.
• Must have completed relevant professional training courses which include advanced courses in Passenger Services, Reservations and Ticketing, Ground Operations, Cargo, Weight and Balance Baggage Service and Claims and Behavioral Skills.
• Working knowledge of Departure Control Skills (DCS) is essential.
• Computer literate.
• English speaking Environment.

Person to contact: Jason Ong at jo@sheffieldoffice.com