Job Description

Purpose of the job

 Safety, security, service delivery
Responsible for the safety, security, service delivery and aircraft handling process in his/her
station for AF and KL and, where applicable third parties during his/her shift.
 Optimize handling processes
Steers and manages all handling activities (in case of self-handling) or coordinates with the
agent (in case of outsourcing) to ensure a timely, safe and efficient flight handling process
 Deliver excellent passenger service
Responsible for services related to all passenger handling activities incl. catering, according
to the AF and KL standards of safety, quality and customer satisfaction.
 Support flight operations process
Perform all supporting activities to ensure efficient handling of flights for AF and KL and,
where applicable, third parties.
 Perform administrative tasks
Perform administrative activities that support handling of flights for AF and KL and, where
applicable, third parties.

Key Responsibilities
 Control and monitor handling agent activities and results, both ‘above’ and ‘below the wing’.
 Coordinate various aspects of passenger and aircraft handling with the agent.
 Coach the handling agents.
 Ensure that aircraft handling procedures are carried out as laid down in the applicable
company manuals.
 Coordinate with airport authorities, technical department, catering, cargo etc.
 Responsible for flight plan and/or provision of flight plan to the crew & briefing (when
applicable).
 Arrange various crew related matters like transport, calling time of crew etc.
 Coordinate slot requests and over flying permission where applicable
 In case of 3rd party handling, coordinate activities with airline representatives.
 Ensure that decisions are made within established company standards
 Responsible for all service recovery and delay recovery activities in case of a disrupted flight,in co-ordination with the Station Manager
 Ensure minimum over-supply with respect to catering orders needed for a flight.
 Responsible for regular flow of information on activities to superior
 Responsible for various compensation payments to passengers on request/behalf of StationManager.
 Assist Station Manager in administrative tasks like budgeting, reporting, invoicecontrol
 Ensure proper compilation and storage of flight files according to local and company
regulations
 Control and fill the malfunction and irregularity reports.
 Maximize ancillary sales, excess baggage & ticket revenues

Candidate criteria
Education: Bachelor’s Degree

Work Experience
 Proven track record of Aircraft and Passenger handling process
 Thorough knowledge of the passenger handling process, aircraft handling process incl. cargo& technical processes
 Knowledge of airport infrastructure
 Fluency in English – spoken and written
 Knowledge of French language will be an asset

Key Competencies
 Customer Service Orientation
 Safety awareness
 Stress tolerance
 Flexibility
 Concern for excellence
 Teamwork and building relationships
 Coaching, motivating and empowering others
 Decisiveness and initiative

Skills Required

• Airports
• Passenger Handling