Ground Services Training Delivery

Manage the delivery of ground services training to ensure adherence to Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs) of airlines



Competency Area

Airline Operations


Identify training needs and coordinate logistics

Ensure ground handling agents are up-to-date with regulatory training requirements

Organise logistics to facilitate training to ground handling agents

Maintain and prepare training materials

Conduct audits at terminal gateways and check-in counters to assess capabilities of ground handling agents in meeting established Standard Operating Procedures (SOPs) and SLAs of airlines

Surface training needs of ground handling agents to supervisors and/or relevant authorities

Deliver ground services training to ground handling agents

Conduct ground services training

Provide coaching to enable ground handling agents’ adherence to Standard Operating Procedures (SOPs) and SLAs of airlines

Ensure ground services compliance with IATA AHM

Deliver constructive feedback to ground handling agents

Identify training gaps which are not covered in current training contents

Design and review training curricula and manage trainer performance

Design airline-specific training curricula for courses in consultation with relevant stakeholders and/or departments

Utilise technologies to enhance training contents and delivery to ground handling agents

Review feedback from training programmes to identify areas for enhancement

Revise and update training contents based on amendments in customer and passenger service delivery models