PASSENGER SERVICES SUPERVISOR

Description de fonction

Purpose of the position

• Contribute to the development of the standard of Air Belgium Passenger Services Operations by the establishment of policies and procedures across the various areas of operations

Main activities and responsibilities

• Train, coach, evaluate, and develop subordinate staff in accordance with established procedures
• Develop and maintain customer relationships. Organize periodic departmental meetings and design other communication flows between passenger service of the ground handling company and Air Belgium
• Manage Service Delivery Manager (SDM) for all passenger services aspects and recommend appropriate staffing levels to the Ground Operations Director
• Conduct performance reviews of Customer Service staff on a probationary and annual schedule
• Lead the Passenger Services, ticketing counter and Lounge teams to deliver a consistent, professional and profitable service to customers
• Directly supervise Customer Service staff (Check-In, Lounge, Ticketing…) as relates to adherence to uniform program, general appearance, proper procedures and all other policies.
• Ensure accurate provision and analysis of customer data including tracking of performance of all airport’s customer service, analysis of performance data and trends and production of internal and external tools to drive performance, profitability and retention. Data to include but not limited to H&S, financial and KPIs
• Own passenger relationships at the airport, build and develop effective partnerships with complex and diverse stakeholders across the station and global organisation
• Develop and lead the team to deliver operational excellence across all KPIs
• Drive continuous improvement in people, technology, process and service introducing innovation and presenting compelling business cases to develop the department in to a market leader
• Embed a Health and Safety culture
• Motivate, engage and develop an organisational culture that reflects the company’s values, supporting the recruitment, retention and progression of a high calibre workforce whilst acting as an ambassador for Air Belgium in their professionalism and behaviour
• Able to help the team develop and achieve their personal career goals through delegation, empowerment and coaching. Results focused with the strategic awareness to forecast both in the short and long term
• Write and update dedicated passenger services parts of the Ground Operation Manual under the Ground Operations Director responsibility and ensures its proper dissemination
• Communicate effectively with all outstations on newly implemented procedures and/or modifications to existing procedures through the preparation of Ground Operations Bulletins and/or safety Bulletins.
• Conduct performance reviews of Customer Service staff on a probationary and annual schedule; exercising praise and disciplinary action when necessary
• Assist in sales initiatives
• Drive all baggage aspects: Check-in, tracking, lost and damaged luggage
• Ensure all passenger related systems such as Departure Control System are up to date and serviceable

Description du profil

Profile Requirements

Self-behaviour

• Any other duties that aim to the achievement of the department objectives within individual competences
• Display a positive, open and cooperative behavior in order to facilitate a good relationship inside and outside the department, avoid and help solve conflicts
• Comply with Company policies, values and ethics
• Comply with local, national legislations and health & safety standards
• Report to hierarchy any hazards, non-compliances and risks whether to employees or to the company
• Capacity to remain very discreet and ascertain confidentiality while handling sensitive subject
• Ability to work under pressure and multi-tasking

Requirements and qualifications

• Excellent customer service skills and a strong work ethic
• Good working knowledge of all Passenger Services functions, the airline industry and key customers
• Good Knowledge of Departure Control Systems (DCS) and passenger systems
• Good level of people and operational management skills
• Good working knowledge of statutory and procedural obligations of the business including health and safety, employment and security issues
• Proven 2 years’ experience of supervising a team in a customer driven business
• Minimum of 3 years’ experience in commercial aviation
• A proven ability to problem solving and decision making experience
• A good understanding of all regulatory and recommended procedures that relate to the airport environment
• Computer literate (Office Word, Excel, Power point)
• Excellent communication skills
• Self-motivated
• Must be willing to travel among the stations
• Excellent command of the English language

Nous offrons

Offer

• A full-time position, permanent contract
• A remuneration that will be in line with the industry standards + additional benefits