passenger service representative

Keolis

<div><p>To develop strategy and exercise effective leadership in planning, development and management of stations and car parks. Through this, the Passenger Services Manager will contribute to the delivery of a safe, secure, reliable, world-class and customer focused environment within the Passenger Service Department and Dubai Metro.</p><p><b>
KEY RESPONSIBILITIES</b></p>
<ul>
<li>Plan, manage and lead allocated stations resources to deliver a reliable and a high standard of excellent Customer Service within the station and car park environments, and on the services of Dubai Metro.</li>
<li>Plan and manage a safe and secure environments within the station, car park and onboard services.</li>
<li>Ensure that the Lead Assessor, Group Station Supervisors, Station Masters, Station Agents,Customer Service Agents, Car Park Controllers and Car Park Attendants are adequately trained in their particular function and provide additional training and support when necessary.</li>
<li>Monitor service delivery and manage the Lead Assessor, Group Station Supervisors, Station Masters, Station Agents, Customer Service Agents, Car Park Controllers and Car Park Attendants to satisfy the committed performance targets.</li>
<li>Undertake a comprehensive check of all stations to ensure that they are in good order.</li>
<li>Dealing with cash management; ticketing management, metro fines and special events.</li>
<li>Advise the Head of Passenger Services and Operations Director of problems relating to the station and car park service delivery in a proactive and timely manner.</li>
<li>Manage and monitor manning level requirements and rostering for the station team.</li>
<li>Perform and act as Incident Officer and Silver Commander appointed by OCC Duty Manager.</li>
<li>Control and avoid overcrowding in station and on platforms, and ensure that passengers are entering/exiting the station in an orderly manner.</li>
<li>Conduct Level 3/2 Investigations as tasked by the Deputy Head of Passenger Service, Head of Passenger Service, Head of Operations/Head of Safety.</li>
<li>Approve, implement and action improvement measures resulting from investigations and / or operational experience.</li>
<li>Communicate and report details of incidents to Deputy Head of Passenger Service, Head of Passenger Service, senior management and public relations staff.</li>
<li>Contribute to the development and maintenance of standard operating procedures and work instructions with the Deputy of Head of Passenger Service, Head of Passenger Service, broader management team.</li>
<li>Conduct performance reviews, and manage any disciplinary action or grievances for the Group Station Supervisors, Station Masters, Station Agents, Customer Service Agents, Car Park Controllers and Car Park Attendants.</li>
<li>Meeting the Key Performance Indicators according to the targets agreed with the Deputy Head of Passenger Service and Head of Passenger Service.</li>
<li>Responsible for ensuring Group Station Supervisors / Station Masters accommodate customer satisfaction surveys and audits in their Stations and correctly implement the corrective actions to ensure that passenger services are all committed to keeping the benchmark high.</li>
<li>Manage the station staff to ensure the outputs delivered are to an appropriate standard, on time, and within the allocated budget.</li>
<li>Managing staff welfare.</li>
<li>Provide assistance to the training department to deliver training courses.</li>
<li>Ensure the on-going competence of all team members and arrange any training that may be required to ensure up-skilling and continuous development of staff capability.</li>
<li>Lead, manage and motivate the team, including coaching departmental supervisors or team leaders.</li>
<li>Complete annual and mid-year appraisals and identify any sub-standard performance or behaviour and ensure corrective action through employee development plans within the assigned stations.</li>
<li>Provide effective communications and information with internal and external parties in an efficient and timely manner.</li>
<li>Ensure that employees understand how they contribute to departmental and organizational goals.</li>
<li>Comply with all Keolis-MHI SMS Policies and Standard Operating Procedures and all local regional or contract related policies and procedures.</li>
<li>Perform and carry out other duties as instructed / directed by Deputy Head of Passenger Service Head of Passenger Service.</li></ul><br>
<p></p>
<p><b>
KNOWLEDGE REQUIRED</b></p>
<ul>
<li>OCC knowledge of systems and integration of the departments.</li>
<li>Thorough understanding of general station / train operations, Station / train crew management, roster arrangements, station / train operations, general depot working and OCC.</li></ul><br>
<p></p>
<p><b>
KEY SKILLS</b></p>
<ul>
<li>A mature, proactive and responsible approach to work with initiative and problem solving capability.</li>
<li>Ability to liaise in a professional and persuasive manner with staff at all levels in the organization.</li>
<li>Good communication skills and the ability to manage multiple tasks efficiently and work productively in a fast-paced, team-oriented environment.</li>
<li>Good literacy and numeracy skills required for the role.</li>
<li>Ability to understand complex systems and possess good IT skills.</li>
<li>Strong organisational skills, detail oriented, and the ability to handle multiple priorities.</li>
<li>Values driven and people oriented.</li></ul><br>
<p></p>
<p><b>
EXPERIENCE</b></p>
<ul>
<li>A minimum of 10-12 years of relevant work experience with excellent commercial knowledge and the ability to think within substantially diversified company procedures.</li>
<li>A minimum of 5 years of leading and a team of drivers in providing transport services.</li>
<li>A minimum of 5 years of management experience and/ or Customer Service Management experience and supervising a team of front line staff delivering customer services.</li>
<li>Thorough significant experience of station/ train operations and associated activities.</li>
<li>Ideally has experience of working with Training and Assessment Programs.</li></ul><br>
<p></p>
<p><b>
EDUCATIONAL AND PROFESSIONAL QUALIFICATION</b></p>
<ul>
<li>Ideally a degree holder or high diploma of post-secondary education in a related discipline and/or relevant professional qualification;</li>
<li>Preferably a certified passenger train driver (Train).</li></ul></div>

Passenger Services Manager - UAE National

Versar Global Solutions

<div>
 <strong>
  This Opportunity
  <br/>
  <br/>
 </strong>
 VGS is seeking a full-time
 <strong>
  Passenger Service Specialist
 </strong>
 in
 <strong>
  Kuwait
 </strong>
 to support the Air Terminal Ground Handling Services. Perform all tasks associated with the safe and correct operation of the Air Terminal as directed by management, regulations, policies, instructions and the Performance Work Statement.
 <br/>
 <br/>
 <strong>
  Your Impact
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Ensure passenger service functions are IAW AFI 24-605, Volumes, DTR 4500.9-R, Parts I and III and all guidance listed in the PWS.
  </li>
  <li>
   Verify that processed passengers using automated / non-automated systems are accurate and ensure manual procedures are executed without error.
  </li>
  <li>
   Monitor the maintenance and operation of terminal security equipment and reports issues to the Passenger Manager.
  </li>
  <li>
   Ensure proper execution of the Lost &amp; Found and Mishandled baggage procedures.
  </li>
  <li>
   Assist with correct baggage build up and breakdown for baggage pallets for aircraft such as (but not limited to) C130, C17, C5, and 747 aircraft.
  </li>
  <li>
   Ensure proper posting of Space Available and Space Required passenger listings.
  </li>
  <li>
   Monitor personnel training and ensures compliance when determining travel eligibility.
  </li>
  <li>
   Verify GATES X-man Excel file inputs are accurate as per the PWS.
  </li>
  <li>
   Work with remote sites to ensure timely delivery of passenger information as per the PWS.
  </li>
  <li>
   Control all government provided equipment and ensure proper use; reports any issues to the Passenger Service Manager.
  </li>
  <li>
   Ensure passengers are properly assisted with visa and passport issues as per developed procedures.
  </li>
  <li>
   Monitor transportation and lodging procedures for in-transit thru-load passengers are being completed as per guidance.
  </li>
  <li>
   Verify collection of orders for all flights as per the PWS and regulations.
  </li>
  <li>
   Ensure personnel are properly trained IAW applicable regulations and requirement of the PWS.
  </li>
  <li>
   Enforce the screening exemption letter and provides the Passenger Manager updates when required.
  </li>
  <li>
   Monitor sterile passenger holding areas ensuring they are properly used and maintained.
  </li>
  <li>
   Ensure passengers are briefed on the AMC Commander&rsquo;s comment box location and reports any issues to the Passenger Service Manager.
  </li>
  <li>
   Verify personnel are properly enforcing hazardous/dangerous goods that are acceptable/unacceptable for passenger flights.
  </li>
  <li>
   Ensure baggage is separated by destination as per the PWS.
  </li>
  <li>
   Monitor and ensure mishandled baggage is documented as per the PWS.
  </li>
  <li>
   Ensure funds are handled in accordance with establish guidelines and help the Passenger Service Manager to resolve issues found during internal audits.
  </li>
  <li>
   Ensure proper completion of the Mishandled Baggage Summary report as per the PWS.
  </li>
  <li>
   Process Distinguished Visitors (DV&rsquo;s) working with Protocol office.
  </li>
  <li>
   Escort trucks, buses, personnel, DV&rsquo;s and other related ground conveyances and personnel as needed.
  </li>
  <li>
   Inspect, operate safely and keep clean (to include but not limited to) coaster buses, vans, aircraft staircases, and baggage belt loaders. Notify management when vehicles are not operating properly and turn vehicles in for repair.
  </li>
  <li>
   Park vehicles according to published vehicle parking plan in designated areas.
  </li>
  <li>
   Perform supplemental duties in Passenger Service or other work centers to support ATGHS aircraft handling as required/requested by Passenger Service Manager, AMCC, and Site/Alternate Managers.
  </li>
  <li>
   Safety compliance IAW Occupational Safety and Health Administration (OSHA) and Air Force Occupational Safety and Health Standards in accordance with DAFI 91-202, The U.S. Air Force Mishap Prevention Program and DAFMAN 91-203, Air Force Occupational Safety, Fire, and Health Standards. Ability to follow safety directives to maintain a healthy workplace safety culture.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Who You Are
  <br/>
  <br/>
 </strong>
 <strong>
  Required Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Must have computer skills and be able to operate a variety of computer programs.
  </li>
  <li>
   Must be able to speak, read and write English fluently
  </li>
  <li>
   Must maintain a valid driver&rsquo;s license from their home country with validity for 12 months from on-site employment date
  </li>
  <li>
   Must maintain a valid passport from their home country with validity for 12 months from on-site employment date. Passport must have a minimum of 6 blank pages prior to OCONUS mobilization.
  </li>
  <li>
   Must be CAC eligible and able to gain and maintain authorized entry onto US military installations.
  </li>
  <li>
   To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Additional Required Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Must have one (1) years of working knowledge in performing Passenger Terminal Operations Services is preferred
  </li>
  <li>
   Experience in GATES systems and be familiar with all air terminal and flight-line operations is preferred.
  </li>
  <li>
   Customer Service skills/professional required.
  </li>
  <li>
   Must be detail oriented, motivated and drive to perform at a high level.
  </li>
  <li>
   Ability to work in adverse weather conditions is required.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Role Characteristics
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Great interpersonal skills.
  </li>
  <li>
   Customer service oriented.
  </li>
  <li>
   Team player.
  </li>
  <li>
   Ability to multi-task.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  About Versar Global Solutions
  <br/>
  <br/>
 </strong>
 Headquartered in Washington, DC, Versar Global Solutions provides full mission lifecycle solutions for challenges faced by our government and commercial customers in the natural, built, and digital environments. With nearly 2,000 team members around the world, and a rich legacy spanning more than 70 years, Versar Global Solutions delivers a broad array of planning, analysis and risk management solutions, project and program management, operations and maintenance services, and information technology applications for environmental management and remediation projects, mission critical facilities and installations, and in support of readiness and contingency operations.
 <br/>
 <br/>
 Versar Global Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.
 <br/>
 <br/>
</div>


Passenger Service Specialist - ATGHS (USN)

Swissport

<div>Overview:
<div></div><div>
Are you ready to take flight in a dynamic and fast-paced aviation industry? As a global leader in aviation services, Swissport provides Ground Handling, Cargo Handling, and Passenger Services to over 300 million passengers annually. Our mission is simple &ndash; &ldquo;To provide the aviation industry with consistent and tailor-made solutions around the globe, for a better customer experience.&rdquo;</div><div></div><div><br>
We believe that our people are what differentiates us from our competition. At Swissport, we are driven by our core values of Show You Care, Do the Right Things and Win as a Team, and we are currently seeking dedicated individuals, who align with these values, to join our team at various locations across the globe.</div><div></div><div><b><br>
Job summary</b></div><div>
Passenger Service Supervisor leads, motivates, engages and inspires all staff to ensure the delivery of great customer experiences in line with Swissport procedures, policies and brand values.</div><div></div><div><br>
The expected pay rate is $24.00/hour. Full-time employees are offered a range of health and wellness benefits as well as 401(k) with company match paid vacation time, sick time, and company paid holidays.</div><div><b><br>
Your activities
</b></div><ul><li>Lead by example in order to ensure we deliver consistently great customer experiences at every touchpoint</li><li>
Ensure available resources are used to the optimum level (monitor and control overtime payments)</li><li>
Support and identify training needs and where required train, coach and mentor the team</li><li>
Create and maintain a progressive, open feedback culture by managing the performance of employees</li><li>
Resolve all customer service challenges in a timely manner and assist in negotiations with new customers</li><li>
Strict implementation of Passenger Service budget</li><li>
Ensure compliance with all SOPs and policies in order to meet or exceed regulatory standards and deliver the desired customer service experience</li><li>
Ensure all safety and security processes and procedures are complied with at all times</li><li>
Manage and contribute towards change within the operational environment and maintain commercial awareness in identifying new business opportunities</li><li>
Any other duties that may be required</li></ul><div><b>
Your profile</b></div><ul><li>
High School diploma or GED equivalent</li><li>
Passionate about customer service and must have relevant work experience</li><li>
Leadership and people management skills</li><li>
A proven ability to problem solving and decision making experience</li><li>
Planning and organizing skills</li><li>
Excellent communication skills (written and verbal) in country specific language</li><li>
Commitment to continuous improvement</li><li>
Computer literate (Office Word, Excel, PowerPoint)</li><li>
A good understanding of all regulatory and recommended procedures that relate to the airport environment</li></ul><div><b>
What we offer</b></div><ul><li>
401(k)</li><li>
Dental insurance</li><li>
Health insurance</li><li>
Life insurance</li><li>
Paid time off</li><li>
Retirement plan</li><li>
Tuition reimbursement</li><li>
Vision insurance</li></ul><div>
At Swissport, we believe in diversity, equal opportunity, and the power of our values to drive our success. We are committed to providing a workplace that fosters inclusion and where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.</div><div>
Visit our website at www.careers.swissport.com to learn more about Life at Swissport.</div><div>
Join Swissport today and be part of a team that connects the world of aviation!</div></div>

SEA Passenger Service Supervisor - Qatar

Allen Marine Tours

<div><div><div><b>Summary for Dock Representative</b></div><div>
The position works with cruise line shore excursion staff, motor coach dispatchers and driver/guides, vessel crew, and other dock personnel to ensure our tours depart and arrive in a timely fashion, and according to the quality and customer service standards set by Allen Marine and the cruise lines. <b><i>This is a shore-based position.</i></b></div><div></div><p><b><br>
Essential Duties &amp; Responsibilities for Dock Representative</b></p><ul><li>
Must present a professional and friendly attitude and be able to answer a variety of questions about Allen Marine Tours and Southeast Alaska.</li><li>
Company liaison to shore excursion staff, assisting with sales and logistics. This includes working with bus companies and ship staff to ensure passengers&rsquo; special needs are met.</li><li>
Direct and assist passenger movement between cruise ship and tour embarkation.</li><li>
Collect tickets/vouchers as passengers board vessels and motor coaches.</li><li>
Effectively communicate with other Allen Marine employees via company radios.</li><li>
Conduct settlement transactions with cruise line representatives.</li><li>
Assist with the distribution of promotional tour materials.</li><li>
Maintain periodic reports of passenger counts and daily sales.</li><li>
Special projects may be assigned as required by the business.</li></ul><p><b>
Minimum Qualifications (Knowledge, Skills and Abilities) for Dock Representative</b></p><ul><li>
Must present a professional and friendly attitude while working in a sometimes fast-paced environment</li><li>
Must be clean, well-groomed, courteous, honest, punctual, and most important, reliable.</li><li>
Must feel comfortable approaching and speaking to people you don&rsquo;t know.</li><li>
Must feel comfortable directing and speaking to large crowds.</li><li>
Ability to prioritize and handle various time-sensitive tasks while maintaining great attention to detail.</li></ul></div><div><ul><li>
Ability to solve unique spontaneous problems regularly and make decisions quickly and confidently both as an individual and as a team.</li><li>
Ability to generate a multitude of cooperative relationships with co-workers as well as representatives of other companies involved with AMT.</li><li>
Must be drug-free (pre-employment 4-panel drug screening and testing for cause mandatory).</li><li>
Project professional and polished image.</li><li>
Valid US driver&rsquo;s license and a clean driving record.</li><li>
Must pass a security background check and 4-panel drug test.</li><li>
Valid, unexpired First Aid/CPR Certification.</li></ul><div><b>
Preferred Qualifications for </b>Dock Representative</div><ul><li>
Direct sales experience</li><li>
Proven sales track record</li><li>
Prior experience working in tourism/travel industry.</li><li>
Customer relationship management experience</li></ul><p><b>
Traits and Characteristics for Dock Representative</b></p><div>
To deliver world-class experiences guided by the following Alaska Native cultural values safely and sustainably.</div><div></div><div><br>
Embrace Traditional Alaska Native Cultural Values that include Humility and pride, Respect for all people, including oneself, Respect for nature, Humor, Patience, Strength, and Holding each other up.</div><div></div><div><b><br>
Follow &amp; Deliver Core Values (</b>Dock Representative)</div></div><div><ul><li><b>
Safety First</b>: We prioritize our guests and team members' safety and well-being, ensuring secure and enjoyable experiences.</li><li><b>
World-Class Employment</b>: We strive to be a world-class place of employment, valuing hard work, mentorship, a sense of ownership, and opportunities for career growth.
</li><li><b>World Class Guest Services: </b>We are committed to exceeding guest expectations, delivering world-class experiences that showcase our hospitality and the beauty of Alaska.
</li><li><b>Collaborative Professionalism: </b>Embracing collaboration within our organization with a professional spirit, understanding that amidst laughter and play, our dedication to excellence and integrity remains unwavering.</li><li><b>
Community Collaboration:</b> Actively choosing to partner with neighbors and the community across Alaska, making a conscious effort to support local businesses and create social and economic opportunities through meaningful cooperation beyond our organization.</li><li><b>
Sustainability at our core:</b> We are dedicated to sustainable operations for future generations.
</li><li><b>Curiosity &amp; Innovation: </b>We encourage a culture of curiosity and innovation, striving to be early adopters in technology and staying ahead in our commitment to continuous improvement.</li><li><b>
Integrity- Driven Decisions:</b> Integrity guides every decision we make, ensuring transparency, honesty, and ethical conduct in all aspects of our operations.</li><li><b>
Cultural Respect &amp; Sharing:</b> We deeply celebrate and honor our Alaska Native heritage, fostering intergenerational connections, embracing family values, and contributing to the cultural richness of our communities.</li></ul><p><b>
Environmental Conditions for Dock Representative</b></p><div>
The environmental conditions are those that an employee may be subject to successfully perform the essential functions of this job.</div><ul><li>
Must be comfortable working indoors and outdoors in all types of weather.</li></ul><p><b>
Physical Demands for Dock Representative</b></p><div>
The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.</div><ul><li>
Occasionally required to lift and/or move up to 50 pounds.</li><li>
Ability to walk on uneven deck surfaces crossing from vessel to vessel.</li><li>
Must be able to stand for long periods and walk up to 3 miles per day.</li></ul></div><div><p><b>
Work Environment for Dock Representative</b></p><div>
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.</div><ul><li>
This is a fast-paced and dynamic work environment with a diverse workforce.</li><li>
Ability to work a flexible schedule to include weekends and holidays during the tour season.</li><li>
Must adhere to AM Owner Group, &amp; Affiliated Companies, and the United States Coast Guard Consortium Drug &amp; Alcohol Policies &amp; Procedures.</li></ul></div></div>

Dock Representative

Air India SATS Airport Services Private Limited (AISATS)

<div>
 <p>
  <strong>
   DUTY MANAGER - CUSTOMER SERVICES
  </strong>
 </p>
 <p>
  <strong>
   Location: Thiruvananthapuram, Kerala, India
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   <u>
    JOB PURPOSE &amp; SPECIFIC RESPONSIBILITIES:
   </u>
  </strong>
 </p>
 <ul>
  <li>
   Take charge of various work areas in passenger service operations
  </li>
  <li>
   Ensure close liaison with Airlines on all matters for smooth operations
  </li>
  <li>
   Attend to investigation and complaints raised by airlines or passengers
  </li>
  <li>
   Ensure client satisfaction
  </li>
  <li>
   Airline meetings to resolve issues or complaints
  </li>
  <li>
   Follow up with airlines and passengers on incidents to provide closure and service recovery
  </li>
  <li>
   Review work procedures and implement solutions to improve service
  </li>
  <li>
   Monitoring of SLA &amp; agreed service standards to ensure compliance and achievement of such standards
  </li>
  <li>
   Lead, organize and motivate staff, monitor staff performance
  </li>
  <li>
   Carry out investigations relating to discrepancies, lapses and errors
  </li>
  <li>
   Brief all staff on new instructions and requirements &amp; ensure all staff complies to company regulations and discipline
  </li>
  <li>
   Build and maintain an efficient operation team
  </li>
  <li>
   Interview and appraise staff; monitor and control the staff over time/ attendance
  </li>
  <li>
   Responsible for the safety and quality of the function /task performed
  </li>
  <li>
   Oversee special handling requirements (MAAS, VIP, etc.) to ensure smooth handling.
  </li>
  <li>
   Attend to passengers who require special assistance.
  </li>
  <li>
   Other standards as agreed with the airlines
  </li>
  <li>
   Responsible for reporting to his superiors on occurrences, events, violations and acts that may affect safety, security and company reputation
  </li>
  <li>
   Undertake more functions when required
  </li>
  <li>
   Airline meetings to resolve issues or complaints.
  </li>
  <li>
   Follow up with airlines and passengers on incidents to provide closure and recovery service if necessary.
  </li>
  <li>
   Review work procedures and solution implementations to improve service.
  </li>
  <li>
   Lead and motivate operational staff to carry out their duties according to the requirements of the airlines.
  </li>
  <li>
   Monitor staff performance
  </li>
  <li>
   Carry out investigations relating to discrepancies, lapse and errors
  </li>
  <li>
   Brief all staff on new instructions and requirements
  </li>
  <li>
   Ensure that all staff complies with company regulations and maintain overall discipline.
  </li>
  <li>
   Plan and monitor staff deployment to ensure smooth operations.
  </li>
  <li>
   Oversee special handling requirements (MAAS, VIP, etc.) to ensure smooth handling.
  </li>
  <li>
   Attend to passengers who require special assistance
  </li>
  <li>
   Designated reporting to Sectional Heads - Passenger Services on shift basis.
  </li>
  <li>
   Maintain updates on Passenger Handling Procedures as received from time to time from Regulatory authority/Customer airlines Manuals / Corporate HQ on operating procedures and assure that the subordinates are fully aware of any new updates in this regard by dissemination of information in time.
  </li>
  <li>
   Assure all log entries are correctly updated on shift to shift basis
  </li>
  <li>
   Assist the management to control staff overtime without affecting the operations.
  </li>
  <li>
   Check staff appearance and grooming to ensure that all staff members report to duty neat, clean and in full uniform.
  </li>
  <li>
   Coordinate with Customer airlines to build strong relationship that is essential for smooth operations.
  </li>
  <li>
   Coordinate with Airports authorities to ensure good relationships that will upgrade business operations.
  </li>
  <li>
   Follow up and take necessary action against instructional emails, SITA messages, inform all concerned for immediate action
  </li>
  <li>
   Monitor closely all on sight activities such as Passenger Checking /Baggage Handling /Gate operations.
  </li>
  <li>
   Reports any irregularities to Safety Coordinator at the station.
  </li>
  <li>
   Prepares and submits a monthly inventory (stationery requirements) each airline to avoid any Last minute shortages.
  </li>
  <li>
   Prepare staff monthly roster for the Passenger personnel.
  </li>
  <li>
   Check Staff daily attendance.
  </li>
  <li>
   Reply to all queries / complaint and claims received and report to the respective Managers (Passenger /Ramp Services)
  </li>
  <li>
   Plan staff annual leaves.
  </li>
  <li>
   Prepares a detailed monthly activity report.
  </li>
  <li>
   Responsible for exercising due diligence towards Health &amp; Safety of self &amp; others in the organization as well as environmental protection issues.
  </li>
  <li>
   Responsible for Safety &amp; Quality of the function / Task performed.
  </li>
  <li>
   Deputize for Sr. Manager/Manager for administration and/ or operational function/ responsibilities as and when required.
  </li>
  <li>
   coordinate and interact with various government agencies (ATC, AAI, DGCA, BCAS etc.) in order to ensure smooth flight operations (Pre/Post flight)
  </li>
  <li>
   Extend proper communication to staff periodically for delay and before schedule operations etc.
  </li>
  <li>
   Ensure safe and secure operations and flight departure on or before schedule time in coordination with respective flight supervisors
  </li>
  <li>
   Establish counter management, que management and proper boarding guidelines
  </li>
  <li>
   Coordinate crew movement as per the airline specifications
  </li>
  <li>
   ensure FHR is properly filled and timely signed by respective airline representative
  </li>
  <li>
   With proper rostering ensure availability of adequate trained manpower at respective locations within the passenger terminal and coordinate with duty officers of other departments for the same
  </li>
  <li>
   conduct staff evaluation as and when required in liaison with the respective supervisors
  </li>
  <li>
   Conduct/arrange training staff as and when necessary. Handle staff grievances and complaints and other administrative issues.
  </li>
  <li>
   Ensure availability of required number of staff in each area, including hiring of staff
  </li>
  <li>
   Ensure and organize training and monitor training standards in accordance with company and carrier requirements
  </li>
  <li>
   Ensure availability of required handling equipment
  </li>
  <li>
   Ensure terminal discipline at all times
  </li>
  <li>
   Monitor rostering of staff for effective cross utilization
  </li>
  <li>
   Establish administrative practices and implementing cost cutting measures
  </li>
  <li>
   Ensure licensing, installation and maintenance of communication facilities
  </li>
  <li>
   Arrange and ensure transportation of crew and staff, where applicable
  </li>
  <li>
   Liaison with carriers, authorities at the airport, OAL and handling agencies
  </li>
  <li>
   Ensure that performance standards set forth in the carrier&rsquo;s handling agreement are met in all respects
  </li>
  <li>
   Conduct regular meetings with customer airlines for service feedback and improvements
  </li>
  <li>
   Coordinate activities of the airport operations as far as flight handling is concerned and extend proper communication to staff periodically
  </li>
  <li>
   Monitor flight operations including pre-flight, arrivals, departures and post-flight activities
  </li>
  <li>
   Conduct briefing in advance of the day&rsquo;s operations and solutions to the problems faced by the staff periodically
  </li>
  <li>
   Prepare staff performance/appraisal reports as per company rules
  </li>
  <li>
   Coordinate and interact with various government agencies and maintain rapport in order to ensure smooth flight operations
  </li>
  <li>
   Handle staff grievances and complaints within reasonable time span
  </li>
  <li>
   Handle multiple tasks to maintain optimum work output
  </li>
  <li>
   Coordinate with the security/vigilance department
  </li>
  <li>
   Be part of the AOCC and be able to take decisions and implement them whenever and wherever required
  </li>
  <li>
   Update staff about changes and advise them about their progress periodically verbally and in writing
  </li>
  <li>
   Ensure proper implementation of company policies and procedures
  </li>
  <li>
   Sanction/monitor leave records of staff and check sufficient staff is available for flight requirement
  </li>
  <li>
   Check on absenteeism and take necessary action to avoid discrepancies and complaints from the customer.
  </li>
  <li>
   Responsible and accountable for overall quality, safety and security of operations.
  </li>
  <li>
   You will be responsible and accountable to make necessary operational decisions related to safety and security matters at all times whilst on duty.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Perform any other function as required by the VP-CS
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  Professional Experience
 </p>
 <ul>
  <li>
   Knowledge on Airline DCS system
  </li>
 </ul>
 <p>
  <u>
  </u>
 </p>
 <p>
  <u>
   EDUCATIONAL QUALIFICATION
  </u>
 </p>
 <ul>
  <li>
   Bachelor/Master&rsquo;s Degree in Business Administration
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <u>
   RELEVANT EXPERIENCE
  </u>
 </p>
 <ul>
  <li>
   96-120 months in a supervisory environment, including successful management of multi-cultural teams.
  </li>
  <li>
   Have demonstrated ability in preparing senior management reports and data analysis
  </li>
  <li>
   Have the appropriate skill set, to set and manage priorities
  </li>
  <li>
   Exceptional command over MS Office (excel), Excellent command over written and spoken English with the ability to document operational business case scenarios, develop process flow documentation.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <u>
   PERSONAL CHARACTERISTICS &amp; BEHAVIOURS
  </u>
 </p>
 <ul>
  <li>
   Demonstrate excellent managerial and leadership skills
  </li>
  <li>
   Good communicator and able to relate to all levels of staff
  </li>
  <li>
   A team player and leader at handling cross-sectional teams
  </li>
  <li>
   Comprehend and translate complex data and its relationship to trends and observations
  </li>
 </ul>
 <p>
 </p>
</div>


DUTY MANAGER - CUSTOMER SERVICES

Air Arabia

<div>
 <strong>
  Job Purpose
  <br/>
  <br/>
 </strong>
 Manage relations with passengers by recovering from service failures ensuring retention of loyal customers. Handle passenger claims, complaints, and feedback from multiple channels and work cross functionally with internal &amp; external stakeholder for customer case management as per the policies, procedures, and entitlement.
 <br/>
 <br/>
 <strong>
  Key Result Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Handle passenger claims, complaints and feedback received from multiple channels including email, contact center, sales shops, airports, web, in-flight app, travel agents, civil aviation, etc.
  </li>
  <li>
   Manage different types of cases, study &amp; analyze the case, acknowledge passenger by sending appropriate first response within due date/time, follow up with internal departments/teams for case investigation, findings or corrective actions, update case history/timeline, inform the passenger with solution, and resolve the case within due date/time.
  </li>
  <li>
   Provide highest quality of service through personalized communication, accuracy, follow-ups &amp; escalations, case validation, compliance to internal processes, and system actions.
  </li>
  <li>
   Process credit vouchers, free tickets, air rewards loyalty points, etc. as service recovery and customer retention measures.
  </li>
  <li>
   Compensate eligible passengers based on customer tiers, international regulations such as EC261, or local passenger rights guidelines.
  </li>
  <li>
   Review and analyze customer feedback from different channels, identify root causes and areas of improvement, close the loop by working closely with relevant stakeholders.
  </li>
  <li>
   Highlight customer pain points, and recurring issues to avoid service failures and reduce complaints to enhance customer satisfaction.
  </li>
  <li>
   Constantly aim at maintaining high service levels and customer feedback, ensuring SLA target and CSAT scores are always met.
   <br/>
   <br/>
  </li>
 </ul>
 Key Result Responsibilities - Continued
 <br/>
 <br/>
 <strong>
  Qualifications (Academic, Training, Languages)
  <br/>
  <br/>
 </strong>
 Bachelors in business administration, or related customer-management stream from a recognized university
 <br/>
 <br/>
 <strong>
  Work Experience
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   3+ years of related working experience in customer care/customer experience role within consumer-oriented service industry, preferably in aviation.
  </li>
  <li>
   Proficient in CRM systems, customer feedback management tools, and MS Office suite
  </li>
  <li>
   Understanding of passenger travel journey, touchpoints, channels, etc.
  </li>
  <li>
   Understanding of customer retention and service recovery techniques, and its impact on customer loyalty.
  </li>
  <li>
   Capable of analyzing customer feedback and case data, identifying root causes, and suggesting preventive/corrective actions to mitigate &amp; prevent complaints.
  </li>
  <li>
   Capable of understanding market trends and emerging practices in CRM.
  </li>
  <li>
   Employs a balance of technical expertise, and essential soft skills.
  </li>
 </ul>
</div>


Customer Relations Executive

GMR Hyderabad International Airport Ltd

<div>
 <strong>
  Job Purpose
  <br/>
  <br/>
 </strong>
 The position is crucial for ensuring the integrity and effectiveness of the Feedback Management System, which is vital for maintaining high customer satisfaction. By managing customer issues throughout their lifecycle, maintaining accurate correspondence data, and understanding customer needs, this role directly contributes to enhancing the overall customer experience. Additionally, the position involves executing surveys to capture the Voice of the Customer, developing problem-solving methodologies, and driving process improvements. Collaboration with stakeholders and adherence to ISO standards ensures a customer-focused approach that aligns with the organization's mission to create lifetime customers and deliver consistent, high-quality service.
 <br/>
 <br/>
 <strong>
  ORGANISATION CHART
  <br/>
  <br/>
 </strong>
 Head - Passenger Experience / CPEO --&gt; Associate Manager- Passenger Experience
 <br/>
 <br/>
 <strong>
  Key Accountabilities
  <br/>
  <br/>
 </strong>
 Responsibilities Key Performance Indicators (KPIs)
 <br/>
 <br/>
 <ul>
  <li>
   To keep track of All departmental MIS and update it on periodic basis/as and when required
  </li>
  <li>
   MIS up to date
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Aesthetics &amp; Branding Standardization
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Undertake daily/scheduled audits and support Manager-Pax EX in collation of findings
  </li>
  <li>
   Update observation status in the tracker periodically.
  </li>
  <li>
   Daily/scheduled walkthrough Reports
  </li>
  <li>
   Audit Trackers
   <br/>
   <br/>
  </li>
 </ul>
 Event &amp; D&eacute;cor Management
 <br/>
 <br/>
 <strong>
  Support Head- Pax Experience In Below
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Ensure smooth execution of planned passenger experience events and airport decor as per the annual event calendar.
  </li>
  <li>
   Coordinate with Corporate Communication/ BD-Non Aero Team for Events and D&eacute;cor Management for passenger engagement
  </li>
  <li>
   Ensure on ground coordination with various stakeholders for d&eacute;cor and events for material movement, tool permit, safety clearances, work permits etc.
  </li>
  <li>
   Ensure the safety norms adherence while execution of events and decors
  </li>
  <li>
   Build a database for event management companies and ensure the highest quality of execution in close coordination with the vendor for Brand enhancement and passenger appreciations.
  </li>
  <li>
   Ensure smooth execution of planned passenger experience events and
  </li>
  <li>
   Adherence to the event Calendar
  </li>
  <li>
   Seamless Execution of events
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Passenger Journey Mapping And Experience Enhancement
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Observe gaps in current service delivery mechanism, review passenger requirements based on VOC (voice of Passengers), compare VOC vs VOB (Voice of Business) and infrastructure requirements to meet passenger expectations.
  </li>
  <li>
   Must have Balance of Technology and Human Touch points.
   <br/>
   <br/>
  </li>
 </ul>
 Interact with Passengers during the full life cycle of the passenger Experience journey to ensure a positive Passenger experience.
 <br/>
 <br/>
 <ul>
  <li>
   Journey Mapping Tracker
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Admin/ Misc Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Prepare and Circulate MOM of all cross departmental meetings like Passenger Ex Council Review meetings, Audit meetings etc.
  </li>
  <li>
   Keep a record of all MIS and departmental Documentation.
  </li>
  <li>
   Undertake any other miscellaneous requirements of the department
  </li>
  <li>
   Timely PR/PO
  </li>
  <li>
   No pending invoices
  </li>
  <li>
   MIS up to date
   <br/>
   <br/>
  </li>
 </ul>
 Safety &ndash;
 <br/>
 <br/>
 <ul>
  <li>
   Ensure safety is incorporated in all processes, initiatives
  </li>
  <li>
   Ensure safety is incorporated, monitored and managed in vendor contracts
  </li>
  <li>
   Ongoing
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  KEY ACCOUNTABILITIES - Additional Details
  <br/>
  <br/>
 </strong>
 Responsibilities Key Performance Indicators (KPIs)
 <strong>
  Vendor Management (PR to Payment):
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Ensure all PR /PO are executed within set timeframes by internal coordination with Procurement, Finance, MAG etc.
  </li>
  <li>
   Ensure vendor bills are submitted in a timely manner.
  </li>
  <li>
   Follow up vendor payments are made in a timely manner, ensuring departmental clearance of all invoices.
  </li>
  <li>
   Keep departmental AOP data and expenses data updated.
  </li>
  <li>
   Monitor SAP entries.
  </li>
  <li>
   Timely PR/PO
  </li>
  <li>
   No pending invoices Admin/ Misc Responsibilities:
  </li>
  <li>
   Support/Assist Manager- Pax Ex to Prepare and Circulate MOM of all cross departmental meetings like Passenger Ex Council Review meetings, Audit meetings etc.
  </li>
  <li>
   Keep a record of all MIS and departmental Documentation.
  </li>
  <li>
   Undertake any other miscellaneous requirements of the department.
  </li>
  <li>
   Keep track of All departmental MIS and update it on periodic basis/as and when required.
  </li>
  <li>
   Up to date MIS Safety:
  </li>
  <li>
   Ensure safety is incorporated in all processes, initiatives.
  </li>
  <li>
   Ensure safety is incorporated, monitored, and managed in vendor contracts.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  EXTERNAL INTERACTIONS
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Coordinate with various Stakeholders like CISF, RAXA, concessionaires etc. for passenger experience initiatives /decors
  </li>
  <li>
   Coordination with External Vendors for events &amp; D&eacute;cor
   <br/>
   <br/>
  </li>
 </ul>
 Service Providers
 <br/>
 <br/>
 <strong>
  INTERNAL INTERACTIONS
  <br/>
  <br/>
 </strong>
 Coordination with internal departments like Operations, Business Development, SPG and Finance for PR/PO and invoice clearances
 <br/>
 <br/>
 <strong>
  FINANCIAL DIMENSIONS
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Invoicing
  </li>
  <li>
   PR/PO SAP Process
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Other Dimensions
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Will be coordinating with GHIAL employees and outsourced employees
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Education Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Any bachelor&rsquo;s degree (Preferably Hospitality)
  </li>
  <li>
   Event management
  </li>
  <li>
   Knowledge of SAP modules
  </li>
  <li>
   Exposure to project Management will be an added advantage
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Relevant Experience
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   8-12 years of relevant experience
  </li>
  <li>
   Having a fair understanding of event management and d&eacute;cor
  </li>
  <li>
   Fair understanding of MS office
  </li>
  <li>
   Experience in the Airport Sector/ Airlines/Retail will be an added advantage.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  COMPETENCIES
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Personal Effectiveness
  </li>
  <li>
   Social Awareness
  </li>
  <li>
   Entrepreneurship
  </li>
  <li>
   Problem Solving &amp; Analytical Thinking
  </li>
  <li>
   Planning &amp; Decision Making
  </li>
  <li>
   Capability Building
  </li>
  <li>
   Strategic Orientation
  </li>
  <li>
   Stakeholder Focus
  </li>
  <li>
   Networking
  </li>
  <li>
   Execution &amp; Results
  </li>
  <li>
   Teamwork &amp; Interpersonal influence
  </li>
  <li>
   Quality Assurance (Practitioner)
  </li>
  <li>
   Brand Management, Aesthetics and Standardization (Practitioner)
  </li>
  <li>
   Information Management and Analysis (Practitioner)
  </li>
  <li>
   Regulatory, Compliance and Audit frameworks Knowledge (Practitioner)
  </li>
  <li>
   Passenger Journey Mapping (Practitioner)
  </li>
  <li>
   Passenger Insights (Practitioner)
  </li>
  <li>
   Safety Management (Practitioner)
  </li>
 </ul>
</div>


Associate Manager Passenger Experience

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