Passenger Handling Supervisor

Job Description

Perform all activities regarding customer service handling according to the standards of quality, safety, security, profitability and customer satisfaction by supervising handling staff in customer service process within different areas (check-in, boarding, transfer, arrival, lounge, etc.)Organisational contextUnder the management of the duty manager during a shift, supervises the handling company, monitors areas (check-in, boarding, transfer, arrival, lounge, etc.), provide a technical support while necessary and ensure the best customer service.Key ResponsibilitiesIn compliance with Company procedures and under the supervision of the Duty Station Manager, monitors and performs the customer service process (check-in, boarding, transfer, lounge, arrival, flight closure, etc.) to ensure the best quality of service and on time flight departure.Core activitiesSupervise the customer service activity and processMonitors activities of handling company in order to ensure the best customer service standardsVerifies compliance with all safety and security proceduresInforms passengers, crew and Duty Station Manager of any irregularityMonitor special cases, such as First Class, VIP or high revenue customersCoaches subcontractor agents to ensure compliance with Quality StandardsSupports Agents in case of irregularities to minimise negative impact on customersAdjusts catering needsIn line with Company guidelines, each Supervisor could be responsible for additional tasks in order to contribute to the management of operations in the station.Core activitiesMonitors some station inventories and executes ordersUpdates manuals and monitors implementation of proceduresMonitors of excess bags tools to cash payments and reports on resultsIn compliance with the Group Quality and Safety Standards, performs all activities linked to the acceptance of customers on The companys flightsCore activities Ensures compliance with dangerous goods regulationsMonitor compliance with Airline 7 service standardsEnsures a front line service for the self-check-in machines (where available)In compliance with the Group Quality Standards performs all commercial activities linked to the issuance of tickets in order to contribute to the turnover.Core activitiesPromotes new products and services, informs customers, makes booking, and finalise sales of Groups & Skyteam air ticketsEnsure collection of excess baggage fees and handles after-sales queriesSupports and supervises airport handling companiesHandles all activities resulting from an irregularity: rebooking, overbooking, re-routings, refunds, tracing lost luggage, etc. REQUIREMENTS: Fluent in English and Arabic. Other languages such as Dutch & French are of an advantage.Knowledge or experience of the following is a plus: customer care, flight handling processes, reservation & ticketing, customers acceptance.Job-REQUIREMENTS: CompetenciesTechnical/professional KnowledgeSafety AwarenessCustomer FocusTeamworkStress ToleranceAdaptabilityQuality focus

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About Company

BAC Middle East - the longest established professional recruitment consultancy in the UAE. Established in 1979, we have been at the forefront of the regions recruitment industry for 30 years and were the first firm of our type in the world to achieve ISO9001 certification: a reflection of our constant emphasis on quality and customer satisfaction.

With our well-developed infrastructure and staff strength, we are able to assist you with recruitment needs ranging from junior professionals through to middle and senior management, whatever your industry sector.

BACs proven regional experience and resources can help ensure that you recruit the best available candidates and enjoy the many advantages of a managed recruitment process.