Job Description

To provide 24-7 operational support as part of the Emirates Crew Operations team, to facilitate safe and efficient departure and arrival processes for all Flight and Cabin Crew. Reporting to the Deputy Crew Duty Manager, the role is responsible for a wide variety of operational tasks including ensuring the correct number of legal crew report on time for over 200+ departing flights daily, producing destination specific mandatory documentation and providing outstanding customer service at all times for the 6000+ crew that depart / arrive through the Crew Operations facility daily.

Job Outline:

• Monitor the crew reporting process to ensure that the correct number of rostered crew (based on pre-determined service standards) report on time, with the correct legal documentation and in adherence with the applicable regulatory policies.
• Resolve all check-in discrepancies, such as crew no-show, lateness, missing/incorrect documentation, and last-minute sickness.
• Oversee the Airport Standby Lounge and facilitate the standby crew allocation process. Ensure that all crew called from airport standby are fully prepared and briefed of the specific requirements for that duty and are provided with the correct documentation.
• Execute departmental contingency plans in response to any type of operational disruption including inclement weather, aircraft incident, severe traffic, tunnel closure, system failures etc.
• Resolve individual process exceptions through manual intervention and interaction with external (DXB Immigration, Customs and Police teams) and internal (dnata, EKAS, Crew Scheduling) stakeholders.
• Initiate mass manual procedures following system outages and mobilise support teams across dnata, EKAS and Central Services to ensure an effective operation and compliance with company and regulatory policies.
• Proactively facilitate an efficient crew check in process in by supporting crew facing issues such as ID/Kiosk/Pulse failures, queuing, and baggage drop off delays.
• Provide a single point of contact for Crew Operations monitoring and resolving issues during the crew arrival process, including baggage carousel issues, arrival transport delays, Customs and Immigration issues, meeting and assisting sick crew members and the collection and sortation of all relevant arrival flight documentation.
• Responsible for the twice daily Health and Safety walk around of the Crew Operations facility across Departures (including 42 crew briefing rooms) and Arrivals, ensuring all issues raised, logged, and followed up with the respective facilities teams.

Qualifications & Experience

• 12 Years schooling or equivalent
• In-Flight service / In-Flight administration

Knowledge/skills: -

• 4+ yrs in administration and customer service background, in an operational environment.
• Good operational awareness:
• Exceptional Customer service skills - Must be capable of working under pressure in an environment where a very high degree of initiative, self -motivation and control are required.
• Must be able to operate independently with limited or general supervision.
• Detailed knowledge of regulatory requirements (esp. Flight Time Limitations (FTL) and training).

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 hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what’s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.

Skills Required

• Customer Service