Ensure that appropriate action is taken for providing service to passengers in all operational areas to
maintain, and where required, restore the goodwill and confidence of passengers facing various adverse
situations. Ensure Service Level Agreements, OTPs and KPIs are achieved in line with the company
standards.
• Implement and periodically review strategy to ensure that staff fulfill all procedures, standards and
instructions as laid down in Airport Services Procedures.
• Ensure adequate measures and audits are implemented and maintained to protect the safety and security
of the whole operation including aircraft, passengers, cargo baggage and all staff.
• Lead, guide and develop staff to ensure the maintenance of a disciplined, motivated work force, and
adherence to passenger service and other operation standards.
• Perform all administrative duties in an accurate and timely manner. (monthly reports, performance
appraisals, baggage claim settlements, invoice verification, general correspondence, and complaint
investigation and highlight areas of potential problems, reoccurring discrepancies, service failures and
provide recommendations for continuous improvement).
