Supervisor Airport Service (Baggage)

Job description / Role

Job purpose

At Emirates Group, we connect the world through our global hub in Dubai, ensuring our customers always 'fly better.' As one of the most recognised and admired brands globally, we're driven by innovation and excellence. Join us as a supervisor airport services and experience a fast-paced, multicultural environment where your ideas and expertise will help shape the future of aviation. Here, you'll grow alongside professionals from diverse backgrounds, contributing to our shared success and making your mark on a global stage.

As a supervisor airport services, you will provide independent decision making and strong leadership to the team to achieve consistently high quality services to our customers, in compliance with standard operating procedures (SOP), EKAS goals and keys to success and KPIs. Support, motivate and mentor others, specifically new starters. Ensure real-time deployment of team members at designated areas, and that they adhere to the safety policy and security standards of the company.

In this role you will:

• Ensure availability of full complement of staff (escalating to resource allocators where necessary) especially during peak hours. Support, coach, develop and motivate all team members and peers to build morale and ensure excellent discipline and grooming standards. Support EK.04 and EK.05 team members in the achievement of their accountabilities ensuring that they are fully briefed and debriefed in relation to their provision of superior customer service and maintenance of standards, as per the standard operating procedures (SOP).
• Support staff performance evaluation process by ensuring reviews are conducted or contributed to for team members in accordance with corporate standards and within the stipulated time limit. Establish development plans for frontline staff. Display excellent motivational leadership, delegation and mentoring in order to facilitate customer satisfaction. Strive with your team to avoid complaints and earn compliments.
• Identify system and operational lapses in the service and work towards service improvement by recommending corrective measures whilst preserving customer service standards as well as on-time performance.

Specific - baggage services

• Ensure that passengers are assisted on arrival in a professional and timely manner for their mishandled baggage and that property irregularity reports are raised. This is achieved by informing the passengers later on by telephone or in person at regular intervals regarding the status of their missing bags.
• Control the whole baggage arrivals, i.e., baggage stores, PIR counter, call centre and delivery counter ensuring that staff resources are efficiently deployed to meet peak demand.
• Coordinate with customer affairs, EK airport services (head office and outstation), EK online and offline stations, group security and other group departments, especially DNATA airport services concerning day-to-day problems and complaints pertaining to mishandled baggage, to ensure that solutions are found and implemented in order to minimise EK's financial expenditure relating to claims.
• Approve interim relief payments within the established baggage compensation policy, handle all operational and administrative matters including petty cash float and the cost-effective use of transport to deliver bags to their respective owners within UAE.
• Ensure all unclaimed bags are updated in the World Tracer system within 4 hours of the flight arrival and stored safely for delivery or dispatch against the claims following the security and customs regulations and procedures of EK, UL and code share airlines.
• Monitor primary baggage tracing (first 10 days) in World Tracer and ensure that all baggage tracing action is thoroughly conducted before handing over files to CBTO (Central Baggage Tracing Office) for secondary tracing so that passenger claims inconvenience is minimised.
• Highlight service and product flaws, adverse trends and arrival baggage (to baggage carousels) delivery performance to baggage services manager so that service improvements can be initiated where required.

Qualification

To be considered for this role, you must meet the below requirements:

• Experience in airport operations

You will have an edge if you have:

Knowledge and skills

• EKAS leadership foundation certificate preferable (for internal candidates)
• A valid aerobridge license preferable for the gates role (safety sensitive)
• Experience in customer services supervisory role, preferably with a major airline

At Emirates Group, we're committed to providing our employees with opportunities to grow and develop their careers. If you're looking for a challenging and rewarding opportunity, apply today and join our team!

Salary and benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotel stays worldwide.

Discover what it's like to live and work in our fast-paced, cosmopolitan home city.

About the Company

A fast-growing international airline with one of the youngest fleets in the sky and more than 400 awards for excellence worldwide.