Manage and ensure a safe, efficient, cost effective and timely airport operation so that Emirates’ image, reputation and passenger service levels are maintained and enhanced, as per the criteria set forth by the Company’s commercial, safety and security policies, standards and procedures. Ensure that appropriate action is taken for providing prompt service to Emirates passengers in all operational areas [Passenger Services, Ticket Desk and Lounge] to maintain, and where required, restore the goodwill and confidence of passengers facing various adverse situations (flight disruptions, denied boarding, etc.) Ensure that Service Level Agreements, OTPs and EKAS KPIS are achieved in line with the company standards.
Implement and periodically review strategy to ensure that EK airport staff fulfil all procedures, standards and instructions as laid down in Airport Services Procedures.
Achieve Ground Handling performance targets set by Airport Services, such as flight punctuality, check-in standards and baggage service standards, so that EK remains competitive. This will be achieved through regular liaison with the management of Ground Handling Company and other service providers in order to identify problem areas and find solutions to them.
Ensure that adequate measures are implemented and maintained in order to protect the safety and security of the whole operation including aircraft, passengers, cargo, baggage and all staff. Monitor all aspects of the operation in order to achieve and maintain acceptable passenger service standards.
Lead, guide and develop staff in order to ensure the maintenance of a disciplined, motivated work force, and adherence to passenger service and other operation standards.
Perform all administrative duties in an accurate and timely manner, e.g. monthly reports, performance appraisals, baggage claim settlements, invoice verification, general correspondence, and complaint investigation and highlight areas of potential problems, reoccurring discrepancies, service failures and provide recommendations for continuous improvement.
Prepare and constantly review local procedures or Diversion/Delay Handling/Disruptions and Emergency Procedures for the reference of both EK staff and those of the Handling Agent.
Check on the competency of both EK and Handling Agent staff in all areas on an ongoing basis, particularly Load Control where certification is required.
Represent EK at appropriate official forums, i.e. AOC meetings, AOC sub-committees, and Working Group meetings, and liaise with government organizations i.e. Customs, Immigration, Transport Authorities, and Police.
Develop and maintain excellent relationships with internal/external departments, Airport authorities, GHAs and other service providers and exercise personal influence to achieve the required end results for Emirates.
Accountable for annual budgeting of revenue, expenses and capital expenditure. Within these parameters, provide a cost efficient service that best represents value for money. Create dynamic measurement and reporting systems, for purposes of providing periodic reports on the operations. Review overall performance of all areas in terms of costs, revenue, productivity, quality, safety and security. Regularly analyze results with a view to pro-actively attending to emerging issues.
Accountable person (Reporting Official) for Emergency Planning which includes maintaining the localized station ERP, training, exercising and lobbying for change or awareness amongst the airport community or internal stakeholders.
Qualifications & Experience
Educated up to degree level
Qualified to an advanced level in Passenger Services, Ground Operations, Baggage Claims, Reservations & Ticketing, and Weight & Balance
Extensive Airline Industry experience, with proven experience at a supervisory/managerial level in Airport Passenger handling/Operations
Proficient in the use of systems, in particular DCS, Reservations/Ticketing and Baggage Tracing/ Reconciliation and Microsoft applications
Ability to communicate effectively (written & verbal) at all levels
Conversant with Flight Planning and the pertinent aspects of Meteorology
Capable of working under pressure in an environment which requires a very high degree of initiative
Fluent in spoken and written English.
Candidates must have the legal right to live and work in the UK. The Company will not assist with obtaining work permits.
Salary & Benefits
Join our growing team and enjoy a competitive remuneration package, discounts on flights and hotel stays. Find out more about working with us in our website www.emirates.com/careers
Emirates (Arabic: طَيَران الإمارات DMG: Ṭayarān Al-Imārāt) is an international airline. It is the largest airline in, and also the flag carrier of, the United Arab Emirates. Based in Garhoud, Dubai, the airline is a subsidiary of The Emirates Group,... Read More