Job Description

Operate Helpdesk and monitor the facilities / allocation of resources and other activities in the Passenger Terminal building (PTB) while meeting / achieving established SOPs of a designated area and ensuring regulatory compliance at airport terminal in delivering ultimate customer satisfaction.

The role will be the face of the organization and needs to ensure that there are no inconveniences to passenger by facilitating them by means of assisting the passenger, addressing their queries and ensuring all resources are functional. For achieving this objective the role requires to coordinate with Internal Stakeholders for the upkeep of facilities for ensuring passenger convenience. 

• Execute the Routine Operational requirement as follows;
• Daily Inspection
• Periodical Inspection
• Monitoring the Lost & Found section with clear guidelines for safe custody of any articles by ensuring, the procedures are followed in every shift, with proper checked via a checklist.
• Verification on contractor Manning level, Machinery, Chemical and tools
• Managing and monitoring common operations activities, maintain regulatory compliance across Terminal by coordinating with respective stakeholders
• Implement QMS: Operation Procedure, collection and analyze data

In the absence of the shift in charge, step in and  take over the charges of handling shifts
EXTERNAL INTERACTIONS

• Airlines
• Ground Handlers
• CISF/ Customs/Immigration/APHO
• Service Providers  appointed under department scope 
• Apollo Medical Centre
• Animal and Plant Quarantine 

INTERNAL INTERACTIONS

• AOCC 
• ASO/ Airside/CFL
• Business Development –Non Aero
• Security and Control
• Technical Service and CFL
• Protocol 
• Apollo Medical Centre
   

FINANCIAL DIMENSIONS

• Adhere to the actions, processes suggested to reduce costs; SLA Violations to be escalated to the immediate reporting manager.

OTHER DIMENSIONS

Customer Management, Team Handling & Problem resolving

EDUCATION QUALIFICATIONS

Any Graduate discipline (Hotel Management background preferred) , reputed institute  of Aviation or Hospitality management 

RELEVANT EXPERIENCE

• 3 to 6 years’ relevant experience in Aviation/Hotel/Hospitality
• Appropriate knowledge & experience in Lost & Property handling

COMPETENCIES

• Oral Communication: Ability to express thoughts effectively and convincingly. | Interview
• Terminal Operations
• Customer Services
• Customer Facilities and Logistics
• Following Through: Ability to establish procedures and monitors the progress and results of plans and activities to ensure goal achievements. | Interview
• Listening: Ability to draw out opinions and information from relevant others in face to face interaction. | Interview
• Compliance: Adheres to policies and / or procedures, or seeks approval from concerned authorities before making changes. | Interview
• Time Management: Ability to plan and organize own use of time, meets deadline and avoids last minute rush. | Interview
• Learning Abilities: Ability to assimilate and apply new, job related information in a timely manner. | Interview
• Execution and Operational Excellence: Ability and desire to execute with attention to detail, speed, accuracy and consistency | Interview
• Entrepreneurship
• Social Awareness
• Strategic Orientation
• Capability Building
• Planning & Decision Making
• Problem Solving & Analytical Thinking
• Teamwork & Interpersonal influence
• Execution & Results
• Networking
• Stakeholder Focus
• Personal Effectiveness
• Innovation
• Managing Change and ambiguity by creating Win-Win
• Determination(Contextual and Flexible)
• Learning Ability
• Making & Navigating proposals
• Scanning, Networking & External orientation

Skills Required

• Customer Service