Supervisor Airport Services - Singapore

Emirates; Singapore; On-site; SGD 50,000 - 84,000; Full time

Job summary

Emirates in Singapore seeks an experienced Airport Services supervisor to ensure timely, efficient, and professional service across operations. You will coordinate handling agents, service providers and authorities to cover all operational areas and minimise disruption.

You will brief and coach staff, oversee ticketing and reservations duties, and supervise lounge activities when required, while maintaining high standards of customer service and safety policies.

Qualifications

• Minimum O level or equivalent.
• Completed recognised training in Customer Services and Ground Operations.

Responsibilities

• Analyse anticipated operational problems such as over bookings, adverse weather, delays, and cancellations, and take remedial action to minimise disruption to customers.
• Brief Handling Agents, Caterers and service providers on Emirates requirements for daily operations and update information as needed to ensure smooth, cost-efficient operations.
• Manage post-flight activities to protect revenue and assist passengers and baggage handling at stations and destinations.
• Respond to queries, complaints and claims promptly to restore passenger confidence and perform administrative duties as directed by Airport Services Manager/Officer.
• Process baggage claims and control expenditure on damaged/lost baggage according to procedures.
• Support Emirates Ticket Desk and undertake ticketing/reservation duties for seamless customer service.
• Coach and develop airport services staff to ensure briefing/debriefing on operational requirements and high service levels.
• Assist ASM with staff performance reviews and PM process, ensuring feedback within agreed time limits.
• Carry out credit card verification and travel document checks when required.
• Provide support in the Emirates lounge and supervise service providers for catering, cleaning and maintenance to meet standards.

Skills

Ground operations

Customer service

Flight operations

Crew coordination

Reservations & tickets

Education

O' Level or equivalent

Tools

Reservations System

Departure Control System

MS Word

MS Excel

Job description

Job Purpose

Ensure that the service offered is timely, efficient, and professional and of the highest level, as per the criteria set forth by the Company's commercial, safety and security policies, standards and procedures. Supervise and coordinate all internal and external agencies, such as Handling agents, Service Providers, other airlines and various authorities. Ensure that all relevant areas of operations are fully covered.

Ensure that the service offered is timely, efficient, and professional and of the highest level, as per the criteria set forth by the Company's commercial, safety and security policies, standards and procedures. Supervise and coordinate all internal and external agencies, such as Handling agents, Service Providers, other airlines and various authorities. Ensure that all relevant areas of operations are fully covered.

• Analyse 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 minimise disruption to customers.
• Ensure that Handling Agent, Caterer and other service providers are fully briefed regarding Emirates requirements for the day's operation (including any special handling) and that this information is updated as necessary in order to ensure a smooth and cost effective operation and that any inconvenience to our customers are minimised.
• Ensure that all post flight activity is completed correctly in order to protect Company revenue and to facilitate the handling of customers and dead load at an-route stations and destinations.
• Respond to queries, complaints and claims in an efficient and timely manner in order to restore passenger confidence. Undertake various administrative functions and other duties as directed from time to time by the Airport Services Manager or Airport Services Officer.
• Process all baggage claims and control expenditure on damaged baggage replacements and lost baggage claims as per applicable procedures and in a timely manner.
• Support and cover the Emirates Ticket Desk, where applicable, and undertake ticketing/reservation duties to ensure seamless service to customers.
• Support, coach and develop airport services agents and other relevant personnel to ensure that they are fully briefed/debriefed of the operational requirements and they provide the required Customer service levels.
• Assist the ASM in conducting staff performance reviews in line with Performance Matters (i.e. setting staff's objectives and development plan) and support the PM process by ensuring feedback is provided to staff PM reviews within stipulated time limits.
• Carry out credit card verification and Travel documents checks diligently.
• When required support duties in the Emirates lounge. Liaise with service providers and supervise contracted staff, overseeing catering, cleaning and maintenance operations and ensure service standards are met and maintained.

Qualifications & Experience

• Minimum `O' Level or equivalent.
• Must have completed relevant and recognised professional training courses in Customer Services and Ground Operations.

Experience

Given the specific requirements at outstations, a minimum of 4 years Airline Industry experience is required.

Knowledge/Skills

• A working knowledge of Reservations / Fares and Ticketing, Departure Control Systems.
• Knowledge of Baggage Tracing and claims handling.
• Knowledge of Microsoft Word/ E-Mail/ Excel advantageous.
• Fluent in spoken and written English and local language.
• Advanced skills in Customer Service Delivery.

Must have the right to live and work in Singapore.

Salary & benefits

Competitive Salary.