Summary
The Supervisor ensures that passenger services operations meet the required service level standards. He/she works closely with other departments to resolve complex customer issues and carries out regular safety and/or security checks to maintain a safe working environment. He/she also serves as a mentor to team members and/or direct reports and is responsible for resolving conflicts, grievances and disputes among the team.
The Supervisor possesses a thorough understanding of airport and airline check-in requirements as well as operating standards and procedures for baggage handling systems. He/she also acts as a service ambassador for the organisation and works in shifts to accommodate round-the-clock flight arrivals and departures. He/she works well in a multicultural environment and deals with customers from different backgrounds professionally. Furthermore, he/she possesses excellent communication, interpersonal, customer service and people management skills.
Duties And Responsibilities
- Provide quality customer services
- Coordinate underutilized resources to be re-deployed at gates and counters
- Develop day-to-day manpower plans for the deployment of agents and officers
- Handle dissatisfied customers and/or passengers at the counters, gates or in the aircraft before door closures
- Recommend improvements and new processes to enhance customer services
- Resolve exceptional customer situations
- Provide assistance to passengers with flight connections
- Highlight self-service systems and equipment flaws to initiate service improvements
- Uphold safety and/or security standards
- Enforce compliance of safety and/or security standards in the workplace
- Investigate root causes of breaches in safety and/or security standards
- Carry out safety and/or security checks in the workplace
- Influence organizational development
- Manage staff conflicts, grievances and disputes
- Provide coaching and feedback to improve team performance
- Provide on-the-job training to enhance capabilities of team members and/or direct reports
- Act as mentor to team members and/or direct reports
- Act as a line trainer to groom team members
Requirements
- Minimum GCE 3 O levels and above
- Minimum 3 years experience in passenger handling or equivalent experience
- Minimum 1 year in a supervisory or leadership role
- Knowledge in using Departure Control System and Application
