Job Purpose
- Analyse anticipated operational problems such as overbookings, adverse weather, delays, cancellation of flights, crew flight time limitations etc., and undertake remedial and pro-active action in line with relevant procedures to minimize disruption to passengers.
- Ensure that Handling Agent, Caterer and other service providers are fully briefed regarding Emirates’ requirements for the day’s operation (including any special handling) and that this information is updated as necessary in order to ensure a smooth and cost effective operation and that any inconvenience to our passengers are minimized.
- Ensure that all post flight activity is completed correctly in order to protect Company revenue and to facilitate the handling of passengers and dead load at en-route stations and destinations.
- Respond to queries, complaints and claims in an efficient and timely manner in order to restore passenger confidence. Undertake various administrative functions and other duties as directed from time to time by the Airport Services Manager or Airport Services Officer.
- Process all baggage claims and control expenditure on damaged baggage replacements and lost baggage claims as per applicable procedures and in a timely manner.
- Support and cover the Emirates Ticket Desk, where applicable, and undertake ticketing/reservation duties to ensure seamless service to passengers.
- Support, coach and develop airport services agents and other relevant personnel to ensure that they are fully briefed/debriefed of the operational requirements and they provide the required passenger service levels.
- Assist the ASM in conducting staff performance reviews in line with Performance Matters (i.e. setting staff’s objectives and development plan) and support the PM process by ensuring feedback is provided to staff PM reviews within stipulated time limits.
- Carry out credit card verification and Travel document checks diligently.
- When required support duties in the Emirates lounge. Liaise with service providers and supervise contracted staff, overseeing catering, cleaning, and maintenance operations and ensure service standards are met and maintained.
- The job holder will undertake specific work-related projects from time to time as directed by the Airport Services Manager.
- The job holder is responsible for adhering to the relevant health and safety requirements and safe working practices applicable to their employment.
Qualifications & Experience
- Minimum ‘O’ Level or equivalent
- Must have completed relevant and recognized professional training courses and have experience working in Passenger Services and Ground Operations
- Experience in supervising, guiding, coaching and motivating staff
- A working knowledge of Reservations/Fares and Ticketing, Departure Control System
- Knowledge of Baggage Tracing and Claims Handling
- Knowledge of Microsoft Word/ E-mail / Excel advantageous
- Advanced skills in customer service delivery.
Information - Applicants must have the legal right to live and work in the United Kingdom. The Company will not provide assistance with obtaining work permits.
Salary & Benefits
Join our growing team and enjoy a competitive remuneration package, and discounts on flights and hotel stays. Find out more about working with us in our website www.emirates.com/careers
Emirates (Arabic: طَيَران الإمارات DMG: Ṭayarān Al-Imārāt) is an international airline. It is the largest airline in, and also the flag carrier of, the United Arab Emirates. Based in Garhoud, Dubai, the airline is a subsidiary of The Emirates Group,... Read More
