SUPERVISOR AIRPORT SERVICES - Bologna

• Deploy available resources to best advantage in order to satisfy Customer and operational requirements arising during each duty period.


• Analyze anticipated operational problems such as over bookings, adverse weather, delays, cancellation of flights, crew flight time limitations etc., and undertake remedial and pro-active action in line with relevant procedures to mitigate disruption to customers.


• Ensure that all post flight activity is completed correctly, including flight and related ticketing reporting, in order to protect Company revenue and to facilitate the handling of customers and dead load at an-route stations and destinations.


• Support, and if necessary undertake, the processing of all baggage claims and control expenditure on damaged baggage replacements and lost baggage claims as per applicable procedures and in a timely manner.


• Conduct staff performance reviews (i.e. setting staff’s objectives and development plan) and support the PM process by ensuring feedback is provided to staff within stipulated time limits.


• Ensure that service suppliers are fully briefed regarding EK requirements and that they deliver them in a timely and efficient manner so that the service handling proceeds smoothly and Emirates Customer’s expectations are met or exceeded.


• Control expenditure on general consumables, stock, lounge items & etc.


• Respond to queries and complaints in an efficient and timely manner in order to restore passenger confidence.


• Ensure the expeditious and accurate completion of all reports & statistical data including Customer trends, meal wastage and recording of inwards goods & confirmation of invoices.  Ensure completion of daily/weekly stock control.


• Undertake various administrative functions and other duties as directed from time to time by the Airport Services Manager or senior station official on duty.


• Ensure all agents working for, or on behalf of EK, are well motivated, groomed, given coaching /guidance and that they are able to perform their tasks in an efficient and professional manner to ensure a high level of customer service. Also provide required feedback into the lounge agents PM process. 


• Supervisor will be responsible for projects and championing areas of the operation e.g. check-in, boarding, connections, arrivals, lounge etc. and will need to work with all stakeholders and service partners to ensure service delivery to Emirates standards, and will be involved in reviewing the product and services as required to further enhance these.


• Conduct regular self-audits to ensure Emirates specified standards on products, services, policies and procedures are followed consistently. Conduct various audits as directed by HQ and ensure timely reporting and corrective actions on non-conformance.


• Support and cover the Emirates Ticket Desk, where applicable, and undertake ticketing/reservation duties to ensure seamless service to customers.


• When required undertake and support operational duties across all areas of the operation, and related admin duties.


• Play a key role in emergency response planning, exercising, and if ever activated, coordinate and work with appropriate stakeholders to react to an incident.


• The job holder is responsible for adhering to the relevant health and safety requirements and safe working practices applicable to their employment.

• Minimum of five years’ experience in airport operations, of which at least two years must be at a supervisory/senior agent level


• Must have completed relevant and recognized professional training courses and have experience working in Customer Services and Ground Operations


• A working knowledge of Reservations/Fares and Ticketing, Departure Control System


• Good interpersonal skills and the ability to work under pressure


• Knowledge of Dangerous Goods Regulations & Weight & Balance


• Knowledge of Baggage Tracing and Claims Handling


• Knowledge of Microsoft Word/ E-mail / Excel advantageous


• Advanced skills in customer service delivery


• Fluent in spoken and written English and Italian.

 Information:

• Applicants must have the legal right to live and work in Italy. The Company will not provide assistance with obtaining work permits.