Emirates Group

Job Purpose

dnata Airport Operations’ vast ground handling operations successfully service the major global hub that is Dubai International Airport. We deliver a seamless experience from check-in to baggage delivery for more than 80 million passenger and 140 scheduled airlines annually.

Plan, and Control all passenger services activities at designated areas such as (Passenger/Support Services) to ensure consistent quality customer service delivery and on-time performance in line with Service Level Agreement and Standard Operating Procedures (SOP). Monitor that all staff members under jurisdiction adhere to Safety Policy and Security standard of the Company.

In this role, you will:

• Report for duty at the allocated work area on time, maintaining the Company uniform and grooming standards. Coach, Motivate and Develop Supervisors and frontline staff in-order to achieve high morale, discipline, and grooming standard of his/her team. Maintain the safe and secured work environment for staff at area of jurisdiction by ensuring that they are consistently applies the company Safety Policy and Security Standards.
• Maintain a total quality environment by conducting service audits on a regular basis and give constant feedback to Supervisors and frontline staff in coaching style to develop their customer handling practices which is in compliance with customer Service Standards and Standard Operating Procedures. This is in-order to generate compliments and reduce complaints.
• Motivate and encourage the Supervisors and frontline staff to come-up with bright ideas and generate Service Improvement Feedback (SIF).
• Manage and Administer activities on shift basis by controlling processes related to documents and information consolidation (Flight Coupons / MCOs / Cash Vouchers / Flight Handling data, etc) Issuance of Handling Charge Notes for cash basis flights within the stipulated time period, in-order to safeguard revenue, operational data and avoid accounting discrepancies.
• Proactively seek feedback from internal and external customers and provide recommendation for improvements to the Superintendent (Operations) and Line Manager. Conduct regular and periodic meetings with supervisors and frontline staff, to ensure the team is constantly updated on operational matters and to maintain the flow of information.
• Ensure that the laid down procedure for distribution and collection of passenger Survey Forms is implemented and adhered to by all concerned staff within the area of jurisdiction, in-order to meet the set target. Conduct regular flight audits in co-ordination with the Passenger Service Superintendent on shift
• Plan, and organise the manpower 24hrs prior to the shift and effectively manage all equipments and facilities within area of jurisdiction (check-in desks, terminals, printers, conveyor belts, screening Machines, Buggy cars and Gate equipment etc) by optimising the utilisation through smart allocation and cross utilisation. Initiate preventive maintenance to keep the resources in good working condition
• Maintain an efficient contingency systems by ensuring that Supervisors/Team leaders are regularly updating the fallback arrangements (stationary kits, Flight disruption kits) to handle the disruptions effectively.
• Support the Performance Matters Scheme by ensuring reviews are conducted for their subordinates in accordance with corporate standards and time-lines. Recommend Development Plan for Supervisors and frontline staff.
• Submit a shift report to the Superintendent (Operations) profiling the operations of designated area (Check-in/Concourse) and copy the same to other Duty officers in order to ensure the flow of information and constant follow-up.

Qualification

To be considered for the role, you must meet the below requirements:

• It is desirable to be a certified First-Aider or Fire-Warden.
• Experience in Passenger Handling.
• Advanced courses in Passenger Handling and Advanced Supervisory skills courses (Work shop)Proficiency in Passenger Handling Procedures and operation of the Departure Control System
• Good understanding of the General Conditions of Carriage, International Civil Aviation Safety and Security Practices as stipulated by (ICAO/IATA) and safety policy of the Company.
• Good working knowledge of Airport communication systems such as: (RMS, BRS, DIMIS, FIDS, UFIS, GUI and DCS).
• Excellent communication skills in English and Arabic advantageous.

At Emirates Group, we’re committed to providing our employees with opportunities to grow and develop their careers. If you’re looking for a challenging and rewarding opportunity, apply today and join our team!

Salary & Benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotel stays worldwide.

Discover what it’s like to live and work in our fast-paced, cosmopolitan home city by visiting the Dubai Lifestyle section on our career’s website: www.emirates.com/careers.