Airport Operations Coordinator

Safair (Pty) Ltd; City of Johannesburg Metropolitan Municipality; On-site; ZAR 300 000 - 500 000; Full time

Job summary

A leading airline company seeks an Airport Operations Manager to oversee airport compliance, staff training, and stakeholder relations. The role involves ensuring adherence to established procedures, conducting quality audits, and driving continuous improvement in service quality. Ideal candidates will have strong leadership skills and experience in airport operations management.

Qualifications

• Experience in airport operations management.
• Strong training and mentoring skills.
• Ability to analyze incident reports and implement improvements.

Responsibilities

• Ensure compliance with Passenger Services Manuals (PSM).
• Conduct training for ground handler staff and call centre agents.
• Manage service provider relationships and performance.

Skills

Leadership

Training

Quality Audits

Stakeholder Relations

Continuous Improvement

Job description

Responsibilities

1. Ensure all airports operate within the policies and procedures outlined in the Passenger Services Manuals (PSM).
2. Assist with updates to the PSM and related procedures.
3. Monitor and schedule initial and recurrent training for all airport stations and call centre staff.
4. Maintain staff training files and training matrix.
5. Conduct monthly station visits and provide feedback on service quality.
6. Monitor, implement, and follow-up on station start-ups.
7. Perform quality audits on passenger services, ensuring all corrective actions are executed.
8. Verify that ground handler staff adhere to their standard operating procedures.
9. Attend ground handling monthly meetings and other meetings as requested by management.
10. Manage and evaluate service providers.
11. Formulate weekly statistics for all departments, e.g., crew, airports, call centre, etc.
12. Assist the Airport Manager in overseeing operations during peak seasons.
13. Assist in managing flight delays.
14. Ensure service providers adhere to established processes and procedures.
15. Analyze incident reports to improve operations.
16. Recommend disciplinary actions to service providers for non-compliance.
17. Provide leadership to supervisors and staff.
18. Monitor staff performance.
19. Stand in for the Airport Manager in their absence.
20. Drive continuous improvement in quality.

Training

1. Provide training to ground handler staff and oversee standards enhancement through mentoring and coaching.
2. Train FlySafair's Call Centre staff and Airport Ticket Sales agents.
3. Guide and train staff on customer service queries, including telephone etiquette.
4. Train staff on changes to FlySafair's terms, conditions, and Passenger Services manual.
5. Offer on-the-job mentoring and coaching to staff (service providers & FlySafair).

Stakeholder Relations

• Liaise with internal and external stakeholders.
• Build and maintain relationships with ground handlers.