Key duties and responsibilities.
• Embrace and maintain a positive safety culture and a healthy and secure working environment in passenger services to comply with relevant legislative and industry standards.
• Identify and report hazards, near misses, incidents and accidents.
Oversee the provision of efficient, high-quality customer service delivery in day to day operations for Uganda National Airlines according to the agreed Service Level Agreements and Company Policies to delight the customer and improve the overall customer experience at Dubai International Airport.
Consult, communicate and disseminate information as appropriate to passengers, staff and third-party service providers to eliminate lapses in service delivery resulting from lack of information.
• Maintain a good relationship with other airlines and airport stakeholders to facilitate the smooth operations of Uganda Airlines.
• Ensure smooth and effective transfer of passengers at the Airport.
• Implement departure and arrival processes in strict compliance and in accordance with the laid down safety and security procedures and in a timely manner to guarantee consistency in punctuality (OTP, baggage delivery, meeting and escorting passengers to/from flights, passenger screening/profiling).
• Adhere to laid down procedures to enhance accurate flight reconciliation and post-departure transmission of messages.
• Maximize revenue through the collection of excess baggage charges, change of reservation charges while maintaining high-quality customer service at all touch points.
• Promote cost control awareness amongst the team.
• Conduct quality and safety spot checks to ensure compliance with safety and security procedures, service standards and recommended practices.
• Lead, motivate and develop staff while ensuring discipline and grooming standards among Passenger Services Agents.
• Brief GHA staff and plan the efficient allocation of tasks and resources in liaison with the Station Manager.
• Ascertain that all systems, equipment and stationery are in working condition and readily available respectively for efficient passenger handling services in all customer touch points.
• Ascertain efficient procedures and best practices in document verification to minimize risks to the Airline without compromising customer service standards.
• Complete various post-flight activities such as Total Load Summary (TLS), reconciliation of flight coupons, and assemble flight files to deal with any future queries.
• Ensure that corrective action is taken by the GHA in respect of any AHL or OHD on the flight and ensure that subsequent follow-up action is taken and that passengers are kept informed.
• Cover duties as directed from time to time by the Station Manager.