Description

Responsible for ensuring all staff conform to the required standards of services and efficiency;

Ensure service providers comply with procedures in place;

Monitor the Service provider SLA;

Monitor and supervise the daily operations;

Continuously improve quality standards;

Ensure sufficient staffing levels across all departments, including service providers and internal staff;

Responsible for the daily operational planning;

Ensure all staff are on duty and in full uniform;

Monitor company communication platforms and ensure that all requests are actioned;

Ensure check-in counters are open, on time and maintained as required (airport specific requirements);

Plan, monitor and evaluate the delay process effectively, efficiently, and professionally;

Complete the daily shift report and any delay reports as required;

Attend and conduct shift briefings with service providers and ticket sales;

Monitor operations ensuring that all flights depart as scheduled and ensure movements messages are sent timeously;

Monitor OTP, schedule changes and any other activity that may have an impact on operations and communicate with the relevant parties;

Ensure the ground handler is sufficiently equipped with radios, cell phones etc.;

Report equipment shortages to the relevant departments;

Ensure there is enough stock on hand, stickers, manual handling stock etc.;

Investigate incidents/irregularities and report to the station in charge;

Ensure disciplinary action is taken for non-compliance;

Address complaints promptly, conduct investigations, and provide feedback in a timely manner;

Ensure a detailed handover is prepared for the next shift;

Maintain cleanliness and tidiness in the office;

Ensure that the equipment/devices are maintained, secured, and handled with care;

Delegate responsibilities as required;

Perform spot checks on all internal and external stakeholders;

Attend meetings with internal and external stakeholders;

Liaise with customers and maintain a visible, accessible presence for both staff and passengers at all times.

Grade 12 or equivalent;

Travel Degree or Diploma (Advantageous);

Minimum of 2-4 years' experience in an Airline/Aviation environment (Passenger Services and/or Ramp Services and/or Baggage Handling);

No criminal or credit record;

Must be willing to work shifts and on weekends;

Airside and terminal knowledge;

Must have knowledge of airport operations;

Computer literate;

Excellent communication skills;

Conflict resolution skills;

Dealing with confidential information;

Leadership skills;

The ability to work well under pressure;

Practice good time management and willingness;

Customer focus and service orientated;

Solid computer literacy;

Excellent phone etiquette.