Terminal Operations Duty

Matarat Holding; Dammam; On-site; SAR 78,000 - 145,000; Full time

Job summary

Matarat Holding is seeking a Terminal Services Associate to support efficient airport terminal operations in Saudi Arabia. You will assist in check-in, baggage handling, passenger assistance, and maintain service standards.

You will monitor passenger flow, report issues, support safety protocols, and help implement process improvements to enhance overall passenger experience and operational performance.

Qualifications

• Bachelor’s degree in Aviation Management, Business Administration, or related field.
• Minimum 0-3 years of experience in airport operations or a similar field.
• Preferred certifications in airport operations (ACI Airport Operations Diploma, IATA).

Responsibilities

• Assist in overseeing and executing daily terminal operations, including check-in procedures, baggage handling, and passenger assistance, ensuring seamless service delivery.
• Monitor passenger flow within the terminal, proactively addressing congestion or bottlenecks to maintain efficient operations.
• Identify operational issues or inefficiencies and promptly report them to the Terminal Services Supervisor for resolution.
• Support the implementation of process improvements and operational enhancements to streamline terminal operations and enhance service efficiency.
• Strictly adhere to established safety and security protocols during all terminal activities, prioritizing the safety of passengers and personnel.
• Ensure full compliance with airline and airport regulations, procedures, and standards to maintain operational integrity and passenger safety.
• Participate actively in emergency response drills and procedures, effectively responding to terminal-related incidents or emergencies.
• Assist in managing terminal disruptions by coordinating with relevant authorities and stakeholders to minimize impact and ensure swift resolution.
• Provide exceptional customer service by assisting passengers with special needs or requests, demonstrating empathy and professionalism.
• Resolve passenger complaints and issues promptly and courteously, aiming to enhance customer satisfaction and maintain positive airport experience.
• Deliver accurate and timely information to passengers regarding flight details, airport services, and facility amenities, ensuring clear communication at all times.
• Maintain a clean, safe, and welcoming terminal environment to enhance passenger comfort and satisfaction.
• Uphold a positive and professional airport image through courteous and helpful interactions with passengers and visitors.
• Collaborate closely with other terminal services teams to coordinate operations effectively, ensuring a seamless passenger journey through the terminal.
• Communicate proactively and effectively with airlines, ground handling agents, and other stakeholders to address operational needs and resolve issues promptly.
• Ensure accurate recording and timely submission of flight data to aviation auditors and statisticians, supporting operational transparency and compliance.
• Monitor key performance metrics related to terminal services, such as wait times, service quality, and customer satisfaction levels.
• Assist in preparing comprehensive performance reports and documentation, highlighting achievements, challenges, and areas for improvement in terminal operations.
• Assist in the effective management of terminal service resources, including equipment, supplies, and facilities, to ensure operational readiness and efficiency.
• Ensure proper maintenance and functionality of terminal equipment through regular inspections and proactive maintenance practices.
• Participate actively in training programs to stay updated on terminal operations procedures, safety protocols, and customer service best practices.
• Support the onboarding and training of new team members, sharing knowledge and insights to facilitate their integration into the terminal services team.
• Contribute to continuous improvement initiatives by providing valuable feedback on terminal services processes, suggesting innovative ideas, and participating in improvement projects to enhance operational effectiveness and passenger experience.

Education

Bachelor’s degree in Aviation Management, Business Administration, or related field

Certification in airport operations or related field (ACI/IATA)

Job description

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Support the efficient and effective operation of terminal services, ensuring high standardsof customer service, safety, and operational performance.

Position Accountability Description

• 1. Assist in overseeing and executing daily terminal operations, including check-in procedures, baggage handling, and passenger assistance, ensuring seamless service delivery.
• 2. Monitor passenger flow within the terminal, proactively addressing congestion or bottlenecks to maintain efficient operations.
• 3. Identify operational issues or inefficiencies and promptly report them to the Terminal Services Supervisor for resolution.
• 4. Support the implementation of process improvements and operational enhancements to streamline terminal operations and enhance service efficiency.

Compliance and Safety

• 5. Strictly adhere to established safety and security protocols during all terminal activities, prioritizing the safety of passengers and personnel.
• 6. Ensure full compliance with airline and airport regulations, procedures, and standards to maintain operational integrity and passenger safety.
• 7. Participate actively in emergency response drills and procedures, effectively responding to terminal-related incidents or emergencies.
• 8. Assist in managing terminal disruptions by coordinating with relevant authorities and stakeholders to minimize impact and ensure swift resolution.

Customer Service and Experience

• 9. Provide exceptional customer service by assisting passengers with special needs or requests, demonstrating empathy and professionalism.
• 10. Resolve passenger complaints and issues promptly and courteously, aiming to enhance customer satisfaction and maintain positive airport experience.
• 11. Deliver accurate and timely information to passengers regarding flight details, airport services, and facility amenities, ensuring clear communication at all times.
• 12. Maintain a clean, safe, and welcoming terminal environment to enhance passenger comfort and satisfaction.
• 13. Uphold a positive and professional airport image through courteous and helpful interactions with passengers and visitors.

Position Accountability Description

Coordination and Communication

• 14. Collaborate closely with other terminal services teams to coordinate operations effectively, ensuring a seamless passenger journey through the terminal.
• 15. Communicate proactively and effectively with airlines, ground handling agents, and other stakeholders to address operational needs and resolve issues promptly.
• 16. Ensure accurate recording and timely submission of flight data to aviation auditors and statisticians, supporting operational transparency and compliance.

Performance Monitoring and Reporting

• 17. Monitor key performance metrics related to terminal services, such as wait times, service quality, and customer satisfaction levels.
• 18. Assist in preparing comprehensive performance reports and documentation, highlighting achievements, challenges, and areas for improvement in terminal operations.

Resource Management

• 19. Assist in the effective management of terminal service resources, including equipment, supplies, and facilities, to ensure operational readiness and efficiency.
• 20. Ensure proper maintenance and functionality of terminal equipment through regular inspections and proactive maintenance practices.
• 21. Training and Development:
• 22. Participate actively in training programs to stay updated on terminal operations procedures, safety protocols, and customer service best practices.
• 23. Support the onboarding and training of new team members, sharing knowledge and insights to facilitate their integration into the terminal services team.

Continuous Improvement

• 24. Contribute to continuous improvement initiatives by providing valuable feedback on terminal services processes, suggesting innovative ideas, and participating in improvement projects to enhance operational effectiveness and passenger experience.

EducationBackground

• Bachelor’s degree: Aviation Management, Business Administration, or a related field

RelevantExperience

• Minimum of 0-3 years of experience in airport operations or a similar field.

ProfessionalLicenses,Accreditations &Certifications

• Preferred: - Certification in airport operations or related field (e.g., ACI Airport Operations Diploma, IATA certifications).