About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Job Purpose</b></H2> </div><div><p><span>Support the efficient and effective operation of terminal services, ensuring high standards of customer service, safety, and operational performance.</span><span> </span></p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Position Accountability Description</b></H2> </div><div><p><strong>Operational Support and Efficiency:</strong> <br>1. Assist in overseeing and executing daily terminal operations, including check-in procedures, baggage handling, and passenger assistance, ensuring seamless service delivery. <br>2. Monitor passenger flow within the terminal, proactively addressing congestion or bottlenecks to maintain efficient operations. <br>3. Identify operational issues or inefficiencies and promptly report them to the Terminal Services Supervisor for resolution. <br>4. Support the implementation of process improvements and operational enhancements to streamline terminal operations and enhance service efficiency. </p> <p><strong>Compliance and Safety:</strong> <br>5. Strictly adhere to established safety and security protocols during all terminal activities, prioritizing the safety of passengers and personnel. <br>6. Ensure full compliance with airline and airport regulations, procedures, and standards to maintain operational integrity and passenger safety. <br>7. Participate actively in emergency response drills and procedures, effectively responding to terminal-related incidents or emergencies. <br>8. Assist in managing terminal disruptions by coordinating with relevant authorities and stakeholders to minimize impact and ensure swift resolution.</p> <p><strong>Customer Service and Experience: </strong><br>9. Provide exceptional customer service by assisting passengers with special needs or requests, demonstrating empathy and professionalism. <br>10. Resolve passenger complaints and issues promptly and courteously, aiming to enhance customer satisfaction and maintain a positive airport experience. <br>11. Deliver accurate and timely information to passengers regarding flight details, airport services, and facility amenities, ensuring clear communication at all times. <br>12. Maintain a clean, safe, and welcoming terminal environment to enhance passenger comfort and satisfaction. <br>13. Uphold a positive and professional airport image through courteous and helpful interactions with passengers and visitors.</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Position Accountability Description</b></H2> </div><div><p><strong>Coordination and Communication: </strong><br>14. Collaborate closely with other terminal services teams to coordinate operations effectively, ensuring a seamless passenger journey through the terminal. <br>15. Communicate proactively and effectively with airlines, ground handling agents, and other stakeholders to address operational needs and resolve issues promptly. <br>16. Ensure accurate recording and timely submission of flight data to aviation auditors and statisticians, supporting operational transparency and compliance. </p> <p><strong>Performance Monitoring and Reporting: </strong><br>17. Monitor key performance metrics related to terminal services, such as wait times, service quality, and customer satisfaction levels. <br>18. Assist in preparing comprehensive performance reports and documentation, highlighting achievements, challenges, and areas for improvement in terminal operations. </p> <p><strong>Resource Management:</strong> <br>19. Assist in the effective management of terminal service resources, including equipment, supplies, and facilities, to ensure operational readiness and efficiency. <br>20. Ensure proper maintenance and functionality of terminal equipment through regular inspections and proactive maintenance practices. <br>21. Training and Development: <br>22. Participate actively in training programs to stay updated on terminal operations procedures, safety protocols, and customer service best practices. <br>23. Support the onboarding and training of new team members, sharing knowledge and insights to facilitate their integration into the terminal services team. </p> <p><strong>Continuous Improvement: </strong><br>24. Contribute to continuous improvement initiatives by providing valuable feedback on terminal services processes, suggesting innovative ideas, and participating in improvement projects to enhance operational effectiveness and passenger experience.</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Minimum Job Requirements</b></H2> </div><div><p><strong>Skills Description</strong> <br>Excellent communication skills <br>- Strong organizational and multitasking abilities <br>- Attention to detail <br>- Ability to work under pressure <br>- Proficiency in using airport operational systems <br>- Knowledge of airport security procedures <br>- Problem-solving skills <br>- Team management and leadership capabilities </p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Competencies</b></H2> </div><div><div>Accountability & Proactivity</div><div>Collaboration & Teamwork</div><div>Creativity & Innovation</div><div>Delivering Results</div><div>Developing People</div><div>Driving & Leading Change</div><div>Focusing on Customers</div><div>Forming & Sustaining Partnerships</div><div>Leading with Impact</div></div></div></div>