Service Delivery Manager Ground Handling - Heathrow Airport

Station Manager responsible to Manager Traffic Operations for all aspects of passenger & ground services and other related airport operation duties provided to passengers and walk-in customers.

• Ensure all RB procedures and standards are adhered to.
• Ensure revenue targets for airport ticket sales and excess baggage are met.
• Provide impeccable meet‑and‑assist service for Government and other VIP at all times, restricted to Terminal 4 activities only and to the extent of passenger escorting and with advanced notification.
• Exercise direct control over the following functions:
  • Traffic Services
  • Passenger Services

• Prepare Flight Arrival Information sheet.
• Prepare Station Information list for cabin crew as and when required.
• Assist to monitor crew arrival time at the airport and brief crew on passengers and catering loads, as and when required.
• Assist to reconfirm passengers’ itinerary, as and when required, via Guest Care and Whats App.
• Check on all incoming telex, fax for acknowledgement and action.
• Check if there is any request for special handling and MAAS brief the Handling staff to standby and prepare for the services and assistance.
• Assist passengers who required other information and further assistance.
• Check‑in Services.

• Liaise closely with local reservation office for the release of PNL to the airport.
• Monitor the duplicate bookings, no‑show and overbooked situation, if necessary advise Ground handler to enter suitable names for upgrading on the system.
• Ensure that the Ground Handler prepare sufficient check‑in counters for BCL as well as group, if any.
• Ensure appropriate and proper sign for the flight put up at the counters when check‑in commenced.
• Prepare for any eventuality in the event of Departure Control System (DCS) down.
• Check and ensure no checked baggage left at the weighing scales or around the counters after check‑in closed.

• Monitor all the checked baggage delivered to Baggage Reclaim Area and collected by passengers.
• Assist to direct passengers when required, to Ground Handler, if baggage reported missing, damaged or pilferage.
• Ensure that priority baggage deliverers first to the Baggage Reclaim Area.
• Ensure that all outgoing baggage loaded on board and if any backlog, the online station must be advised accordingly.

• Ensure that all related documents are delivered to the aircraft.
• Monitor turn‑around activities as per CLC requirements.
• Compilation of final acceptance of passengers and baggage with TRC GH between DCS Pax and W&B info.
• To ensure all documents/messages send and received are acknowledged accordingly by both CLC and TRC GH.

• Coordinating ramp handling with Ground Handler and Flight crew during aircraft ground time, minimizing delays.
• To ensure Ground Handling agent to adequately supervise loading and unloading of passengers baggage, cargo and mail as according to RB standards and requirements.
• Liaise with caterer, cargo, load control and ensure the Ground Handler amend the catering loading and aircraft configuration when the flight oversold, whenever possible to cut costs on upgrading.
• To ensure Ground Handling agent to check all ULD containers at Baggage make‑up area if major damages and ensure the Ground Handler to put on unserviceable sticker on ULD for positioning back to BWN. Also if received report on damages ULD from Ground Handler at cargo premises to position back to BWN.
• To ensure Ground Handler operates the aerobridges/passenger mobile step in operation are safe and in good position.
• Ensure sufficient ULD for baggage loading, including separate ULD each for priority and transfer baggage. If there is short of ULD, baggage loading takes priority than cargo, etc.

• Oversee Ground Handler when check‑in of passengers in progress.
• Monitor on the issuance of boarding passes and invitation cards to the lounge by Ground Handler and these are inserted in the Through Check‑In folders with names written (applicable only to stations exercised TCI).
• Monitor that the Ground Handler to ask security questions during…