Customer Experience, Airport Services Duty Supervisor - Qatar Airways

We are pleased to announce an incredibly exciting opportunity to join our Airport Operations team in Accra as Airport Services Duty Supervisor.

Job Purpose

Supervise and control flight-handling activities such as Flight Editing, Check-in, Transfers, and Boarding, etc., in order to ensure a high service standard. Achieve optimum customer satisfaction and on-time departure of flights. Excellent skill to deal with flight delays, disruptions, denied boarding, etc. Deputize Airport Services Duty Officer and/or Airport Representative.

Accountabilities

• Acts as a Station coordinator in liaison with GHA and QR Department. Works closely with GHA and all airport departments to ensure that on-time Performance targets are met.
• Ensures the progress towards on-time flight closure and passenger boarding Supervises airport team in achieving on-time performance.
• Facilitates the Ramp Handling activities in liaison with GHA, Caterers, Fuels, Maintenance, Cargo, and Crew to expedite departure. Works with all departments to ensure on-time performance.
• Utilization of maximum resources by planning efficient duty allocation for Customer Service Agents. Ensures efficient use of manpower during duty period.

• Reviews aircraft allocations according to the Movement Signals / Late Arrivals / Loads etc. Ensures all departments are aware of operational messages and requirements
• Provides support to Airport Services Duty Officer in case of Flight Disruptions, Misconnections, and Denied Boarding and ensures passengers are provided with all possible facilities. Ensures passengers are provided with full support during any disruption on his shift.
• Performs other related duties, as assigned, for the purpose of ensuring the efficient and effective functioning of the work unit.
• Any other operational tasks/responsibilities as may be assigned by the Airport Services Manager.

Qualifications

• Bachelors Degree or equivalent
• Fluent in English both written and spoken
• Advanced Customer Relations trainings such as Passenger services (Altea), Baggage Services (World Tracer), Ground operations (GSM/GOM), Dangerous goods Regulations, weight and balance, Sound knowledge of Amadeus Reservations & Ticketing, including ID/AD tickets (Industrial/Agent Discounted tickets)
• High computer literacy
• 5 years of job-related experience required