Services Baggage Supervisor Airport Emirates Airline Dubai

Emirates Airline is presently seeking candidates for the job position of a Services Baggage Supervisor Airport in Dubai, UAE. The selected candidate will be responsible to provide independent decision making and strong leadership to the team , to achieve consistently high quality services to our customers, in compliance with Standard Operating Procedures (SOP), EKAS Goals and Keys to Success and KPIs. Support, motivate and mentor others, specifically new starters. Ensure `real time’ deployment of team members at designated area, and that they adhere to the Safety Policy and Security Standards of the company.

Responsibilities of Services Baggage Supervisor Airport

Responsibilities of the role of Supervisor Airport Services Baggage are as under:

Generic:

• Ensure availability of full complement of staff (escalating to Resource Allocators where necessary) especially during peak hours. Support, coach, develop and motivate all team members, and peers, to build morale and ensure excellent discipline and grooming standards. Support EK.04 & EK.05 team members in the achievement of their accountabilities. Ensuring that they are fully briefed/debriefed in relation to their provision of superior customer service, and maintenance of standards, as per the Standard Operating Procedures (SOP).
• Support staff performance evaluation process by ensuring reviews are conducted. Or contributed to, for team members in accordance with corporate standards and within the stipulated time limit. Establish Development Plans for frontline staff. Display excellent motivational leadership, delegation and mentoring in-order to facilitate customer satisfaction. Strive with your team to avoid complaints and earn compliments.
• Identify system/operational lapses in the service and work towards service improvement by recommending corrective measures whilist preserving customer services standards as well as on-time performance.
• On arrival flights, check for availability of stipulated facilities eg baby strollers, arrival staff in rotunda, positioning of staff to meet special needs passengers etc.
• Ensure standard operating procedures are followed at all times by close supervision of the boarding process eg pre-boarding checks/announcements, zone boarding, document checks, hand baggage collection etc.
• Communicates with various other EKAS and dnata sections on operational problems. As well as in ensuring an on-time departure eg Dispatcher, Hub Control, Transfer Desk etc.
• Ensure flight safety and security through maintaining strict control over APP/API checks, flight coupon reconciliation and head count confirmation.
• Assist the Ground Dispatcher with positioning. Removal of aerobridge on both arrival and departure flights as per standard operating procedure.
• With minimal escalation to Duty Officers, manage stressful departure situations at the gate, including denied boarding and downgrading of passengers, gate changes and flight delays, short/rush connections and off-loading of passengers. Wherever possible, these situation must be handle, preserving customer service standard and on-time performance. Ensure immediate follow-up action is take, where require, in effort to recover the service.

STPC – Airport Hotel:

• Ensure that all facility, manpower, equipment, is prepare to offer the highest level of Customer Service to all EK passengers at 95% of time.
• Ensure that the daily activitie of the airport hotel, such as room utilisation at the EK wing, room use at other hotel, is report to ASO correctly and on time at 100% of time.
• Ensure that all outstation request, inquire and message receive either by telex or on the queue is deal within 10 minutes of time of being receipt of inquiries at 100% of time.
• Ensure that any fault in equipment or reported. Action taken to rectify the fault within two hours at 100% of times.
• Excercise speedy service recovery steps in any case of product/ service failure, errors by out stations/travel agents etc. To ensure customer satisfaction at 100% of times and report details to ASO within 24 hours.
• Ensure that EK investment in the EK wing at the airport hotel is protect through strict appliance of STPC rules. Priority of utilisation of rooms at 100% of times.
• Provide daily report on utilisation of rooms at the EK wing and other hotels for STPC by out stations and any other rooms usage at 100 % of times. Provide monthly report about discrepancies of all concern by 5th day of every month.

Baggage Services:

• Ensure that the passengers are assisted on arrival in a professional and timely manner for their mishandled baggage and that property irregularity reports are raised. This is achieved by informing the passengers later on by telephone or in person at regular intervals regarding the status of their missing bags.
• Control the whole baggage arrival ie., Baggage store, PIR counter , Call Centre & Delivery Counter. Ensure that staff resource is efficiently deploy to meet peak demand.
• Ensure all unclaim bag is update in World Tracer System within 4 hours of the flight arrival. Stored safely for delivery or dispatch against the claims following the security/customs regulations and procedures of EK , UL and code share airlines.
• Monitor primary baggage tracing (first 10 days) in world tracer. Ensures that all baggage tracing action is thoroughly conduct before handle filto CBTO ( Central Baggage Tracing Office ) for secondary tracing so that the passenger claim inconvenience is minimise.
• Highlight service and product flaw, adverse trend and arrival baggage (to baggage carousels) delivery performance. To baggage services Manager so that service improvement can be initiate where require.

Quick Transfer Unit – Ramp:

• Co-ordinate and monitors operational activities between different departments, EK and DN Baggage Services/DN Ramp Handling. To ensure service delivery standard s met and appropriate action is take with regard to any abnormality/discrepance.
• Act as Emirates Airline Ramp Representative on a shift basis interacting with all concerned departments to try and meet the specific requirement. To ensure that all operational issue is deal with and resolve without major disruption to the operation.
• Monitor the baggage carousel at the concourse/Hall D and liaise with the Baggage Handling Systems team. This would involve monitoring baggage make-up units at QTU/Departure halls with the aim of co-ordinating. Ensuring efficient running of operations.
• Liaise with Hub Control Centre/Transfer Desk/GTL’s in case of disruptions/re-routings/improper K-Edits. In order to ensure that the bags travel on the same flight along with the passengers in order to maintain quality service to customers.
• Monitor aircraft stands. Ensure proper equipment and manpower are provided by Dnata to perform proper handling as per laid down standards.
• Provide operational management (MAS/ASM) with report of any/all irregularities faced during the shift. Prepare writting report for the administrative management where such has identifiy as requiring follow-up.

Requirements for Role of Services Baggage Supervisor Airport

The eligibility requirements for role of Supervisor Airport Services Baggage are as under:

• 10 Years schooling or equivalent.
• 5+ Years of experience in airport Operations. ground Dispatch.
• Experience in customer services supervisory role, preferably with a major airline.

Skills & Knowledge Desired

• EKAS Leadership Foundation Certificate preferable (for internal candidates).
• A valid Aerobridge License preferable for the Gates role (Safety Sensitive).

Corporate Travel Consultant, Emirates Airline UAE