Passenger Service Duty Officer

To efficiently and profitably manage and direct activities in passenger services department by providing a safe, quality product covering a range of ground handling services to its customers and overall accountable for operations at the terminal (above wings)

• Provide leadership and work direction to the Passenger Handling teams
• Ensure compliance to set department Key Performance Indicators (KPI’)
• Monitor all the handling services provided at the Terminal for Scheduled and Adhoc operations
• Monitor attendance of all Passenger Handling staff (Check In, Lost & Found, MAAS/PRM)
• Hold briefings with all Passenger Handling teams (Check In , Lost & Found , MAAS) before start of operations
• Liaise with the shift supervisors on the duty allocations for the day
• Ensure that all positions (Check In Counters , Transfer desk & Arrivals) are opened as per SLA’s
• Coordinate with shift supervisors on cross utilization of resources by re-allocating/re-assigning coupled with innovate staff management
• Ensure that documents profile desk at Check in & Gate has been set up as per SLA’s (where applicable)
• Ensure & monitor gate and transfer desk processes per flight as per SLA’s
• Liaise & coordinate with the MAAS /PRM team on all special handling requests (WCHR/UM/DEPU)
• Monitor & coordinate flight close out as per SLA’s and dispatch paperwork
• Queue management at the departure terminal to ensure seamless operations
• Participate in periodic performance reviews and disciplinary sessions of the staff
• Engage customers and authorities be present at all times at the terminal during operations for any queries
• Make spot checks at arrival hall to ensure that pre-flight set up has been done
• Monitor first bag / last bag offload processes at the arrivals
• Review the AHL / OHD list & updating of files at the end of the shift
• Liaise with shift supervisors that customer supplied products and stationery are stored accordingly after end of operations
• Ensure that deviations from the daily operations are properly covered (e.g. extra flights, charters , delayed flights) and reconciliation done for any monies collected for any adhoc services
• Monitor and cross check that all post flight paperwork and activities have been finalized
• Hold debriefings when & as required with the teams
• Investigate all operational irregularities at the terminal and submit reports /recommendations to the Manager , Passenger Services & Duty Station Manager
• Responsible for reporting occurrences, events, violations and acts that may affect safety, security and company reputation at the terminal
• Maintain a comprehensive and accurate log / inventory of support tools such as Communication radios ,Mobile phones , Tablets , WCHR’s and report any defects immediately
• Issue the long term planning / allocation (next 24H) , cross check of resources (Manpower and Equipment’s)
• Ensure that data capture and daily reports as per defined formats &/or in the Swissport reporting tools (FSC, SOR, D.A.T.E etc.) are accurate & promptly submitted
• Generate a summary report of all activities at the terminal after end of the shift
• Liaise and coordinate with Duty Officer Ramp to ensure flights are dispatched on time
• Carry out any additional duties as instructed by management

• Minimum 3 years Passenger Services Supervisor experience
• Excellent verbal and written communication skills in English (Arabic in addition is an advantage)
• Excellent knowledge of all functions in Passenger Services
• Strong organizational and multi tasking skills