Supervisor Airport Services-CDG Airport

Job Purpose

• Deploy available resources to best advantage in order to satisfy Customer and operational requirements arising during each duty period.
• Analyze anticipated operational problems such as overbookings, adverse weather, delays, cancellation of flights, crew flight time limitations etc., and undertake remedial and pro-active action in line with relevant procedures to mitigate disruption to customers.
• Ensure that all post flight activity is completed correctly, including flight and related ticketing reporting, in order to protect Company revenue and to facilitate the handling of customers and dead load at en-route stations and destinations.
• Support, and if necessary, undertake the processing of all baggage claims and control expenditure on damaged baggage replacements and lost baggage claims as per applicable procedures and in a timely manner.
• Conduct staff performance reviews (i.e. setting staff's objectives and development plan) and support the PM process by ensuring feedback is provided to staff within stipulated time limits.
• Ensure that service suppliers are fully briefed regarding EK requirements and that they deliver them in a timely and efficient manner so that the service handling proceeds smoothly, and Emirates customer's expectations are met or exceeded.
• Control usage and expenditure on general consumables, ticketing office stock and branding items etc.
• Respond to queries and complaints in an efficient and timely manner in order to restore passenger confidence.
• Ensure the expeditious and accurate completion of all reports & statistical data including customer trends, ticketing and CSR-related reports, meal wastage, recording of inwards goods & confirmation of invoices. Ensure on-time completion of stock control and point-of-sale reports.
• Undertake various administrative functions and other duties as directed from time to time by the Airport Services Manager or senior station official on duty.
• Ensure all agents working for, or on behalf of EK, are well motivated, groomed, given coaching/guidance and that they are able to perform their tasks in an efficient and professional manner to ensure a high level of customer service.
• Organize regular meetings to promote sales of new or enhanced products & services.
• Ensure uniform understanding and application of new or revised instructions and services, across the ticketing office team.
• Foster a stronger sales culture within the ticketing office team.
• Ensure uniform reporting practices and enhance quality of daily ticketing-related reports.
• Foster a ticketing & reservations service excellence culture by direct coaching.
• Supervisor will be responsible for projects and championing areas of the operation e.g. check-in, ticketing and reservations, boarding, connections, arrivals, lounge etc. and will need to work with all stakeholders and service partners to ensure service delivery to Emirates standards and will be involved in reviewing the product and services as required to further enhance these.
• Conduct regular self-audits to ensure Emirates specified standards on products, services, policies and procedures are followed consistently. Conduct various audits as directed by HQ and ensure timely reporting and corrective actions on non-conformance.
• When required undertake and support operational duties across all areas of the operation, and related admin duties.
• Play a key role in emergency response planning, exercising, and if ever activated, coordinate and work with appropriate stakeholders to react to an incident.

Qualification

• Minimum of a 2 year post-secondary degree required.
• Must have completed relevant and recognized professional training courses in Customer Services and Handling, Ground Operations.
• Experience in supervising, guiding, coaching and motivating staff
• Experienced with MACS and World Tracer systems.
• A good knowledge of Reservations/Fares and Ticketing and Departure Control System
• Knowledge of Baggage Tracing and Claims Handling
• A good knowledge of Microsoft Word / E-mail / Excel
• Excellent airport passenger service and interpersonal skills.
• Knowledge of check-in procedures.
• Fluency in written and spoken English and French is essential.

Critical Competencies

• Delivering
• Drive
• Providing Direction
• Collaboration
• Engaging Others
• Developing Talent

Information

• Applicants must have the legal right to live and work in France. The Company will not provide assistance with obtaining work permits.

Salary & benefits

Competitive Salary

• Transport Allowance
• Meal Allowance
• Uniform allowance