Job Description

Main Objectives

Direct, co-ordinate and supervise the activities of Customer Services Section and that is to ensure maximum efficiency in the handling of passengers.

Ensure that standards established by the Company and the procedures established by the airlines at the check-in, excess baggage office, transfer, passenger control and departures gates are properly maintained.

Plans, co-ordinates and supervises the activities of assigned personnel within Passenger Services, Traffic Systems and Flight Operations Sections. Ensures that maximum efficiency in handling passenger arrival and departure, Check in, load control and aircraft movement is always maintained.

Liaises with airline representatives to ensure that their procedures are implemented and maintained to the highest standards.

Main Duties

• Plan, coordinate, monitor, and manage the delivery of the activities and ensure all services are in compliance with Bahrain Airport Services, customer airlines and the regulators procedures.
• Directs, and supervises the activities of assigned personnel in the Passenger Services, Traffic System and Flight Operations Section. Performs supervisory duties and exercises financial authority at the level established by management for the position.
• Provides overall supervision of the activities in the Passenger Services section. This includes ensuring the maximum efficiency in the handling of passengers is maintained, standards established by the Company and procedures established by the airlines at the check-in transfer and information desk are properly implemented and maintained.
• Provides overall supervision over the activities of operational Services Section. This includes ensuring that daily scheduled flight plan (May-flight) is prepared and circulated to all parties concerned, master flight schedule is regularly updated, communication system is correctly disseminated and crew administration facilities are provided to a high standard.
• Provides overall supervision of the activities of Traffic System section. This includes ensuring that load control activities are carried out promptly; loading documents such as loading worksheet, loading instructions and loading plan are prepared and maintained to a high standard. Ensures that System of Load Control is coordinated with various areas to ensure that it meets operational requirements.
• Carries out regular audit on various functions such as cash floats, excess baggage, airport load sheet planning, and reports to supervisor and discrepancies.
• Liaises with airline representatives with regards to their operations and with the Government agency to ensure that proper level of co-ordination and co-operation is maintained.
• Assists in the preparation of the annual budget forecasts for Passenger Services, Operational Services and Traffic System Sections and submits recommendations to the Supervisor.
• Ensures that safety rules and regulations are observed within the section under his/her supervision.
• Complies with the Company and Airport authorities’ health, safety, and security regulations.
• Implements and adheres to the risk management systems.
• Directs and supervises the activities of assigned personnel in Customer Services Section and to perform any supervisory duties.
• Provides overall supervision over the main Check-In, Passenger Control and Transfer desks activities and excess baggage office.
• Ensures that proper excess baggage charges are made on behalf of airlines, and that correct rates are charged and that the cash is collected and deposited daily at the bank. To ensure that there is stock taking of tickets.
• Plans and reviews any changes submitted by airlines which is related to their procedures, aircraft movement, company procedures and issues any necessary instructions to Traffic Staff and this is to ensure that the established system is followed.
• Ensures that Passengers Services Control Unit is properly organized in terms of provision of experienced staff and ensures that flights are properly controlled.
• Ensures proper rosters and duties are in place to cover the operation.
• Arranges coverage for any staff leave.
• Follows up the attendance and punctuality.
• Carries out other similar or related duties such as investigating and resolving airlines problems.
• Comply with the Company and Airport authorities’ health, safety, and security regulations.
• Ensure that all Bahrain Airport Services and Airport Authority Policies are adhered to.
• Install and maintain the necessary procedures so as to ensure that the relevant, Health & Safety and company policy requirements place upon all Landside / Airside customer services are fully complied with.
• Consistently provide effective leadership, guidance and support to ensure that all employees are appropriately trained, developed, organized, equipped and motivated to continually deliver achievement of business targets within a stable and positive industrial relations climate.
• Establish, maintain and develop professional and productive commercial relationships with Airline customers, Airport Authorities and other relevant internal and external bodies.
• Communicate clearly and concisely with internal departments and customer airlines representatives.
• Manage within and report upon agreed financial plans and controls to ensure that costs are effectively manage and commercial opportunities are fully exploited to maximize the landside and airside customer services contribution.
• Continually monitor, take corrective action where necessary and to communicate standards of operational excellence to ensure that the landside and airside customer services functions consistently deliver the quality targets set by our customers and exceed those set by Bahrain Airport Services.
• Undertake business projects at the request of the SMPS and to deliver results against objectives, timescales and budgets to contribute to the process of continual business improvement.
• Ensure direct reports (PAX Services and Lost & Found) are fully briefed and aware of their roles and responsibilities at all times.
• Ensure delivery of information to all customers, both internal and external using the communication channels available, ensuring a professional approach at all times.
• Ensure that all services provided are recorded accurately for recharge.
• Manage any detailed and complete Bahrain Airport Services Incident reports, after full investigation and recommendations for corrective action, as required.
• Assess the procedures of Bahrain Airport Services continually for possible improvement.
• Attend Airline customer, airport authority and the regulators’ meetings as required.
• Manage the highest level of security, safety and service standards are provided by the individual departments and subsequently Bahrain Airport Services.
• Provide accurate, comprehensive reporting to SMPS as required.
• Ensure daily briefings take place, audits are completed and all H&S rules are being applied in the work place. Any failures to be immediately addressed with the individuals concerned via management.
• Effectively liaise and communicate with all internal BAS department to ensure business continuity.
• Effectively manage and support departmental disciplinary matters, ensuring that HR Rules are adhered to and that fully completed records are kept and maintained.
• Ensure that HR Department and Department Manager are kept fully informed of all disciplinary actions taken within the landside.
• Ensure that adequate staffing levels via planning & budget requirements are achieved.
• Ensure written shift report is submitted to SMPS at the end of every shift.
• Support managers in other areas within Bahrain Airport Services at all times.
• Carry out other duties as appropriate in support of the business activities of Bahrain Airport Services.
• Perform and manage department Performance Management System (PMS) annually with quarterly review.
• Communicate with all internal ground handling departments such as Operations, Cargo and co- department Customer Services /outstations and airline representatives requires specific details.
• Conduct investigations and provide necessary feedbacks to any inquiry made, proper corresponding action should be taken towards specifically mentioned discrepancies. Future planning could be done to avoid an incident from being redundant.
• Must have exceptional communication skills to effectively communicate with all Customers and stakeholders, senior management, government agencies, emergency Services to ensure that the customer services plans and activities are executed efficiently and effectively.
• Ready to take part in any meetings which involves landside & airside customer services activities and other related topics.
• Ensures that all details mentioned in any management reports created are credible and reliable.
• Ensure that all manual / procedures / work instructions are kept up to date and disseminated to all concerned i.e.; agents / airline personnel / internal company departments.

Minimum Requirements

Education

• Bachelor’s degree in Business Administration or equivalent.

Experience

• A minimum of 5 years’ experience in Customer Services / Passenger handling And /Or a minimum of 5 years in any aviation related job experience preferably in ground handling services in a major airline.

Other Essential Requirements

• Comprehensive knowledge in Operations and high customer service standards.
• Good Knowledge of written and spoken English.
• Must complete Aviation Operations related courses.
• Communication Skills.

Skills Required

• Airport Operations