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.
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
Coordinate with airport authorities, technical department, catering, cargo etc.
Responsible for flight plan and/or provision of flight plan to the crew & briefing (when
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
Control and fill the malfunction and irregularity reports.
Maximize ancillary sales, excess baggage & ticket revenues
Education: Bachelor’s Degree
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
Customer Service Orientation
Concern for excellence
Teamwork and building relationships
Coaching, motivating and empowering others
Decisiveness and initiative