Job Summary:

The Passenger check-in Supervisor shall manage all matters relating to customer service and smooth movement of the airline customer while at the airport.

Key accountabilities /responsibilities:

• To lead the Passenger Services Team to ensure staff are trained and motivated to deliver a consistent & excellent standard of service to our passengers
• To establish and maintain effective relationships with customers and airport company representatives to ensure that a productive relationship is maintained while abiding with service level agreements
• To monitor operational plans like schedules and ensure that they are well updated.
• To carry out all Passenger Services functions as required including the identification of legislative, statutory and procedural requirements and ensuring their compliance
• To develop and exploit commercial and business improvement opportunities
• To develop and contribute to new planning ideas by ensuring that they are cost efficient and effective.
• The implementation of Company Health & Safety Policy.
• To ensure cost effective operational decisions are made including first line supervising, controlling absence, overtime and management of resources
• To effectively communicate daily shift events to other department internally and externally to ensure all stakeholders are aware of plans and potential consequences
• Ensure a well-motivated and performing team of check in agents.

Qualifications (knowledge, skills, experience):

• University graduate or relevant Higher Diploma with experience in an all-round airport handling operations with relevant experience in Passenger services.
• At least 3 – 5 years’ relevant experience in a similar role with a reputable airline or reputable ground handling company.
• Good working knowledge of all Passenger Services functions, the airline industry and  customers
• Good level of people and operational management skills including leadership, resource management, planning, communication and financial skills
• Good working knowledge of statutory and procedural obligations of the business including health and safety, employment and security issues

Competencies: 

• Good report writing skills.
• Customer-focused and hospitable.
• Attention to detail.
• Excellent communication and interpersonal skills.
• Confident, decisive and proactive.
• Excellent communication skills
• Self-­motivated
• Customer centric