Manager (Passenger Services)

Job Description

Main Accountabilities and Duties:

• Manage and develop the consistent process for effective utilization of staff.
• Minimize staff turnover and sickness through effective management systems.
• Deliver regular team briefings
• To ensure consistent comprehensive practices are in place for management of all aspects of the company handbook e.g. disciplinary, absence and grievances
• Ensure all staff are fully updated and informed of all operational issues, company updates and station operational notices
• Ensure that all staff are fully trained in line with our Airline operating procedures and comply with government and industry directives.
• To ensure all passengers are kept updated and informed during any delay or disruption.
• To ensure all passengers requiring assistance are dealt with in an efficient and professional way.
• Accountable to meet all on time performance targets set by the Airline.
• To monitor content, timing, clarity and consistency of passenger announcements.
• To ensure check-in queues and check-in times are kept to a minimum, in line with the SLAs and that it is monitored for continual improvements.
• Conducting staff performance and probationary reviews in line with Company Policies and Procedures
• Safeguard the health, safety and welfare of staff, customers and other visitors in compliance with the Companys Health and Safety Policy
• Ensure that all staff fully understand that safety is the number one priority for the company
• Create and sustain a safe working environment and culture.
• Continually challenge existing practices to create improvements in all areas.
• To manage immigration violations through training, process and investigation to reduce cost.
• Increase excess baggage and other ancillary revenues.
• Manage any day to day operation incidents- disruption management.
• To ensure continuous reduction in overtime costs.
• Build good working relationships with third party providers and other stakeholders which include Immigration, PCAA and others.
• In the event of an emergency provide effective leadership throughout the operation, ensure all staff are fully briefed of their responsibilities during such an event.
• To lead by example, strictly following correct airline and company procedures, demonstrating excellent customer service skills and promoting safe work practices.
• Ensure all company and airlines trainings are completed on-time for yourself and your team.
• Report all related delays during shift, giving full and accurate details.
• Engage with MORSE and follow the code of principles.
• Any other reasonable duty as requested.

Key Skills, Qualifications and Experience:

• Must be able to demonstrate supervisory experience in a customer service role
• Experience of ground handling practices including a detailed knowledge of Passenger Services
• A minimum of 5 years management / supervisory experience in the Passenger Services environment.
• Excellent people and communication skills
• Excellent leadership skills
• Ability to communicate successfully at all levels, whilst leading and motivating a growing workforce
• A track record of delivering against key performance targets
• Ability to drive through policies and procedures