About the job 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
