Airport Service Quality Management
Implement and drive improvements in service quality standards at the airports
Type
Domain
Competency Area
Airport Operations
Levels
Administer terminal operations to ensure adherence to airport quality standards
Comply with SOPs to execute terminal operations
Monitor adherence of terminal operations to SOPs and address instances of non-compliance
Record customer complaints and feedback
Handle customer complaints and issues
Report and escalate exceptions, errors and unplanned events to higher authorities
Review Standard Operating Procedures (SOPs) to enhance service quality of terminal operations
Analyse customer complaints and feedback to develop service improvement plans
Implement plans to improve service quality of terminal operations
Conduct internal audits to evaluate service quality standards of terminal operations
Resolve complex customer complaints
Develop quality standards to boost the effectiveness of terminal operations
Define and endorse SOPs for overall airport operations
Develop policies for handling customer complaints in accordance with airport service quality standards
Analyse and review qualitative and quantitative customer feedback
Benchmark terminal service standards against established performance indicators
Actuate gap analysis to determine areas for improvements