Airline Representation and Station Management
Enforce ground service standards of airlines through monitoring ground service activities and building partnerships with ground handling agents
Type
Domain
Competency Area
Airline Operations
Levels
Ensure adherence to SOPs and Service Level Agreements (SLAs) of airlines
Communicate performance expectations and airlines ground service SOPs to ground handling agents
Upkeep and ensure station compliance with safety regulations and requirements pertaining to the stations, aircraft, facilities, equipment and personnel
Prepare reports for local airport authorities
Resolve customer and passenger queries and issues
Monitor all station contracts to ensure vendor compliance with SOPs and SLAs
Oversee ground service operations teams
Determine SOPs for ground services personnel and station crew
Oversee ground services personnel to ensure timely flight take-offs and landings
Resolve issues arising from station crew and stakeholders such as vendors, hotels, catering personnel, maintenance crew, ground handlers or customers
Communicate changes in flight schedules, delays and disruptions to passengers
Coordinate with airport operations teams and station crew to manage emergency situations
Coordinate with airport operations teams to implement changes to ground processes
Investigate ground service performance lapses and report findings to management
Perform periodic ground services audits to assess and track performance
Verify reports for local airport authorities and ensure timely reporting
Manage manpower resources and expenses for the review and enhancement of station operations
Oversee daily station performance and sustain quality customer service
Manage and ascertain adherence to station budgets for manpower resources, supplies and expenses
Collaborate with internal stakeholders to implement changes to airline ground service processes
Work with internal and external stakeholders to implement emergency response plans and procedures in the event of incidents and/or accidents
Review ground services SOPs to identify opportunities for improvement
Propose appropriate actions for ground service performance lapses