Job Purpose: Description
As the deputy to the Airport Services Manager, ensure a safe, efficient, cost effective and timely airport operation so that Emirates' image, reputation and customer service levels are maintained and enhanced, as per the criteria set forth by the Company's commercial, safety and security policies, standards and procedures. Plan, organise and control all aspects of the overall operation including effective co-ordination of all internal and external departments such as Handling Agents, caterers, other airlines, and various authorities at the airport, to ensure customers are provided with a high level of service. Manage and supervise staff on duty ensuring that the relevant areas of the operation are fully covered and assume responsibility for running of the Station during the absences of the Airport Services Manager.
Job Outline
Analyse anticipated operational problems such as overbookings, adverse weather conditions, delays, cancellation of flights, crew flight time limitations etc., undertaking necessary remedial action to ensure disruptions are minimised and the customer service levels are not impacted.
Ensure that Handling Agent, caterers and other service providers are fully briefed regarding Emirates' requirements for the day's operation including any special handling, and update this information as necessary in order to ensure a smooth operation and avoid unnecessary expenditure and inconvenience to our passengers.
Control expenditure on damage baggage replacement and lost baggage claims. Delegate where required, baggage claims processing, to ensure all of the baggage services aspects are processed effectively and in a timely manner.
Assist the Airport Services Manager in preparing and maintaining the staff duty roster and in preparing the staff annual leave plan as necessary and ensure staffing levels are optimised.
Undertake various administrative duties delegated by Airport Services Manager including attending various meetings as directed and ensure Emirates interests/requirements are appropriately represented at such meetings.
Assist the Airport Services Manager in Employee Regulation Programme and in conducting staff performance reviews in line with Performance Matters (i.e. setting staff's objectives and development plan) and support, coach and guide staff members to ensure maintenance of customer service and other standards such as grooming.
Manage and administer all operational/supervisory activities on a shift basis and ensure appropriate control of processes related to document and information consolidation (revenue documents, cargo, handling reports etc.) in order to safeguard revenues; operational data and avoid discrepancies.
Establish a regular reporting mechanism to ensure there is a timely and consistent monitoring of service delivery, across operations. Monitor KPI's for service performance and ensure that these KPI's are met consistently by each unit.
Ensure Passenger, Baggage Service and Ground Operations Manual updates are communicated and adhered to, internally and by relevant service providers. Promote a continuously improving culture of safety, with open reporting of safety deficiencies, human factor issues and compliance with local laws to uphold the delivery of safe and secure operations.
Undertake projects from time to time as advised by the Airport Services Manager in relation to operational standards and procedures thereby improving efficiency and quality of service delivered at the station. Assist ASM in ERP (Emergency Response Planning) and other related tasks.
Qualifications & Experience: Qualifications
Significant experience in Airport Ground Handling, with the best part of this performed in a senior position, with the proven ability to lead a team
Must have completed relevant professional training courses such as advanced courses in Passenger Services, Ground Operations, Baggage Services & Claims and Behavioural Skills
A sound working knowledge of reservations/fares and ticketing, departure control systems (DCS)
Knowledge of dangerous goods regulations
Knowledge of baggage tracing and claims handling
Must have advanced skills in customer service delivery, good interpersonal and effective cross-cultural communication skills
Experienced with use of Microsoft Word/Excel and Outlook E-Mail advantageous
High school level of education or equivalent
Additional Requirements
The roster is driven by operational requirements. With the current flight schedule requiring all shifts be performed between the range of 1230 - 0830 as well as requiring weekend work and public holidays.
This position will see the successful candidate working across the Emirates Melbourne operation, which includes the Emirates Lounge.
Only applicants with the legal right to work and live in Australia unrestricted will be considered.
Salary & Benefits: Join our growing team and enjoy a competitive remuneration package, discounts on flights and hotel stays.
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