Airport Services Team Leader

1 month ago


Johannesburg, Gauteng, South Africa Emirates Full time

Role Summary

Ensure that the services delivered are timely, efficient, and uphold the standards of professionalism, safety, and security as mandated by the Company. Collaborate with both internal teams and external partners to facilitate seamless operations.

  • Identify potential operational challenges such as overbookings, adverse weather conditions, and flight delays, taking proactive steps to mitigate customer inconveniences.
  • Convey Emirates' operational needs to service providers for the day and adjust information as necessary to ensure a smooth workflow.
  • Guarantee that all post-flight protocols are meticulously executed to protect Company revenue and enhance the passenger experience.
  • Address customer inquiries and complaints swiftly to rebuild trust. Carry out administrative responsibilities as assigned.
  • Efficiently manage baggage claims and oversee the procedures for handling damaged or lost baggage.
  • Support operations at the Emirates Ticket Desk and assist with ticketing and reservation duties when necessary to ensure customer satisfaction.
  • Mentor and train airport service agents to provide outstanding customer service and adhere to operational standards.
  • Engage in staff performance evaluations and provide constructive feedback within designated timelines. Scrutinize credit cards and travel documents with care.
  • Assist with Emirates lounge responsibilities when required, ensuring that service standards are consistently met.

Qualifications

Expertise in Airport Operations and Passenger Handling is essential. A minimum of Grade 12 or equivalent education is required. Completion of training courses in Customer Services and Ground Operations is necessary. A minimum of 4 years of experience in the Airline Industry is preferred. Proficiency in Reservations, Fares, Ticketing, and Departure Control Systems is required. Familiarity with Baggage Tracing and claims management is essential. Knowledge of Microsoft Word, Email, and Excel is expected. Fluency in both spoken and written English and the local language is mandatory. Strong Customer Service skills are a must.

Benefits & Incentives

Become part of our team and enjoy a competitive salary, along with discounts on flights and hotel accommodations.



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