Job TitleDuty Manager,Passenger Services(Mishandled Luggage Office)
Report ToAssistant Manager,Baggage Services
DivisionAeroDarat Services Sdn Bhd
DepartmentADS-Aircraft Services Baggage
Role Purpose- Function as an alternate to Assistant Senior Executive for all baggage services related matters,and decisions outside the normal office hours or whenever the Senior Executive requested or not on duty.
- Ensure all baggage services activities performed by AeroDarat and Vendor’s staff are in conformance to the customer.
Key Responsibilities- Managing all operational issues related to baggage services on shift,delivering exceptional customer service, pre-emptying guest requirements,third party handling and ensuring ADS’s values and product offering is always maintained and delivered.
- Oversees all aspects of baggage services operations for MH and all customer airlines, ensure conformity to regulatory (OSHA Act, FMA Act and DCA requirements), operational,safety and customer service standards within a cost-effective environment.
- Co-ordinate, motivate and coach team of supervisors and vendors/ handlers within the baggage services department, ensuring the delivery of high levels of customer service for customer airlines by monitor performance of the vendor(s) and constant communications with vendor’s management and operations team to ensure compliance to baggage handling standards and procedures.
- Maintain relationship with KLIA Baggage Handling System/CCR team.
- Assist Assistant Manager preparing the Business Continuity or Resilience Plan for Baggage Services and assume leading role during service disruption or system failure such as issuance of Fallback tags, manual handling, ensure minimum impact to baggage operations and delivery.
- liaise with all Station Managers/Station Heads on service recovery and contingency planning in the event of crisis.
- Monitor weekly and monthly Performance Statistics,latest memos,GHN and Customers SLAs.Finalize Daily Shift report to Assistant Manager /Management and assist in planning and preparing the annual Budget, capital expenditure and manpower planning. Perform other special duties from time to time as assigned by superior.
- Look after the welfare of staff under his supervision and monitor staff’s discipline, performance and administrative matters, approving leave applications, claims,for Baggage Services team members.
Qualification & Work Experience- Degree in any related field with 2 years’ experience in aviation industry and/or airport operations.
- SPM - with at least 4 years’ experience in aviation industry and/or airport operations
Skill & Knowledge- Strong leadership quality and decision making in daily operation matters.
- Good knowledge in aviation industry and/or airport operations and communication skills.
- Ability to manage, track, measure, and deal with challenges efficiently with control.
- Knowledge in Microsoft Office applications, TATS (Computer literacy) and unit & business rules.
