This position reports to the Line Station Manager.
Guest Service Duty Manager shall also maintain the highest level of safety, security and service standards for ground operations.
Your Duties
The function and responsibilities are to coordinate, supervise, monitoring implementation, plan and develop of the department.
Planning to ensure that manpower requirements are sufficient for the operation
Provide vision and operations strategy in the field follow Fare Carrier Operations, by maximizing the productivity and minimizing the operating cost.
Ensure effective communication and coordination with relevant local and government agencies in the continuous assessment of airport and associated facilities to meet the targeted standards and procedures of operations.
Ensure that standard discipline of all ground staff is at the highest level at every time when dealing with the internal and external customer.
Coordinating, Planning, preparing and presenting budgets for the department.
Targeting optimal efficiency in administrative routines and the standards of the daily operations in order to meets the company procedures and requirements.
Efficiently respond to any complaints and compliments from passengers.
Liaising closely with Training Centre in monitoring performance and incorporating new training needs into future programs. Ensuring that all manuals used in Ground Operations are developed, maintained, amended and distributed in a timely manner, strictly adhering to applicable standards of regulatory.
Has authority to make decision up to Low Risk Event to the safety and/or security of the aircraft operations and shall consult HOD for any medium risk events.
Ensure ground handling operations are conducted in accordance with applicable regulations and MAA’s Standard.
Your Traits
Possess personal traits: friendly, mature, humble, honest, meticulous; self-starter; able to perform under pressure in a challenging environment
Proficient in oral and written English and Bahasa Malaysia, or local language where staff is located.
Job Description
Ability to maintain high confidentiality, tactful and discretion when dealing with people
Possess good management and leadership abilities
Possess good interpersonal and communication skills to collaborate effectively with passengers
Able to work on flexible hours.
Your Merits
Bachelor’s Degree in any field.
Minimum 10 years’ experience in customer service with 5 years’ experience in the airline industry.
Analytical with problem solving skills.
Good writing skills and able to handle passengers complaints.
High comfort level working in a diverse environment.
