Station Manager responsible to Manager Traffic Operations for all aspects of passenger & ground services and other related airport operation duties provided to passengers and walk-in customers, To ensure all RB procedures and standards are being adhered to. To ensure revenue targets for airport ticket sales and excess baggage are being met. To provide impeccable meet and assist service for Government and other VIP at all times, restricted to Terminal 4 activities only and to the extent of passenger escorting and with advanced notification Responsibilities Station Manager also must exercise direct control over the following functions:- TRAFFIC SERVICES Passenger Services Attend to aircraft arrival and departure: Prepare Flight Arrival Information sheet. Prepare Station Information list for cabin crew as and when required. Assist to monitor crew arrival time at the airport and brief crew on passengers and catering loads, as and when required. Assist to reconfirm passengers’ itinerary, as and when required, via Guest Care and WhatsApp. Check on all incoming telex, fax for acknowledgement and action. Check if there is any request for special handling and MAAS brief the Handling staff to standby and prepare for the services and assistance. Assist passengers who required other information and further assistance. Check - in Services Passenger and baggage acceptance at check-in counter and transfer desk: Liaise closely with local reservation office for the release of PNL to the airport. Monitor the duplicate bookings, no-show and overbooked situation, if necessary advise Ground handler to enter suitable names for upgrading on the system. Ensure that the Ground Handler prepare sufficient check-in counters for BCL as well as group, if any. Ensure appropriate and proper sign for the flight put up at the counters when check-in commenced. Prepare for any eventuality in the event of Departure Control System (DCS) down. Check and ensure no checked baggage left at the weighing scales or around the counters after check-in closed. Baggage Services Monitor all the checked baggage delivered to Baggage Reclaim Area and collected by passengers. Assist to direct passengers when required, to Ground Handler, if baggage reported missing, damaged or pilferage. Ensure that priority baggage deliverers first to the Baggage Reclaim Area. Ensure that all outgoing baggage loaded on board and if any backlog, the online station must be advised accordingly. Load Control Ensure that all related documents are delivered to the aircraft Monitor turn-around activities as per CLC requirements. Compilation of final acceptance of passengers and baggage with TRC GH between DCS Pax and W&B info. To ensure all documents/messages send and received are acknowledged accordingly by both CLC and TRC GH. Ramp Operations Coordinating ramp handling with Ground Handler and Flight crew during aircraft ground time, minimizing delays. To ensure Ground Handling agent to adequately supervise loading and unloading of passengers baggage, cargo and mail as according to RB standards and requirements. Liaise with caterer, cargo, load control and ensure the Ground Handler amend the catering loading and aircraft configuration when the flight oversold, whenever possible to cut costs on upgrading. To ensure Ground Handling agent to check all ULD containers at Baggage make-up area if major damages and ensure the Ground Handler to put on unserviceable sticker on ULD for positioning back to BWN. Also if received report on damages ULD from Ground Handler at cargo premises to position back to BWN. To ensure Ground Handler operates the aerobridges/passenger mobile step in operation are safe and in good position. Ensure sufficient ULD for baggage loading, including separate ULD each for priority and transfer baggage. If there is short of ULD, baggage loading takes priority than cargo, etc GROUND HANDLING AGENT LIAISON Oversee Ground Handler when check-in of passengers in progress. Monitor on the issuance of boarding passes and invitation cards to the lounge by Ground Handler and these are inserted in the Through Check-In folders with names written (applicable only to stations exercised TCI). Monitor that the Ground Handler to ask security questions during check-in (applicable only to stations which implemented this requirement). Also ensure the Ground Handler provides one set of cargo manifest and airways bill for Cargo Revenue Accounts. Monitor the Ground Handler’s to ensure a satisfactory standard of service is nevertheless provided for all arriving and departing passengers and incoming and outgoing cargo and mail on BI flights. Monitor the Ground Handler prepares two (02) copies of advice on MAAS, WCHR, YP, UM, MEDA for cabin crew and Passenger Assistant staff. Monitor the Ground Handler to attend passengers during disembarking to ensure all requests on special handling have been met. Monitor the Ground Handler handover the Station Information sheet to the flight CSO advising the passenger total figure and catering information. Monitor that the Ground Handler is in controlling the excessive hand carried baggage and also other bulky items such as baby pram which not allowed to carry on board but to load at bulk hold. Ensure Ground handler advice by telex about the retrieval items for collection on arrival at destination and transit stations to be warn not to offload. Monitor and liaise with Ground Handler to obtain permission to board passengers from operating Captain and monitor the boarding is in control and ensure the total onboard reported to the Captain. Coordinate with Ground Handler to record aircraft door closed and pushback time. Monitor and Follow-up with Ground Handler on any last minute request on special handling such as WCHR, MAAS, Special Meal to action where appropriate. Retrieve ADL if received go-show advice to adjust catering uplifts. Monitor the Ground Handler's Passenger Assistant staffs are readily available to meet the aircraft arrival. Monitor and Follow-up with Ground Handler on the cargo uplift to check the weight and nature of the goods especially dangerous goods items and live animals that load controller notify the Captain. Monitor the Ground Handler especially load controller and caterer do not leave the aircraft until the crew have completed the assignments. Monitor the Ground handler check, acknowledge and action all the incoming and outgoing telexes to RB Operations (OCC-BWN). Take constructive follow-up action with handler to overcome any handling deficiencies. 3. RESERVATIONS (FOR STATIONS WHICH RB OWNA RESERVATIONS & TICKETING OFFICE) Monitor that there is no duplicate bookings on passenger reservations to avoid extreme high no-show figures and to monitor and control overbooking situation. Monitor and screen PNL to upgrade to J class if flight overbooked. Monitor that Reservations put extra attention to bookings on infants as often creates error if names not entered into the system correctly and affects passenger count. Also to ensure to pre-seat families with infants at bulkhead seats if they requested for baby cot. Monitor that Reservations check other next BI flight or airlines on seat availability to transfer passengers on flight interruptions if necessary. Monitor the no-show figures on group or families bookings and follow-up with Reservations. SERVICE VARIATIONS Liaise with Traffic Operation - BWN, other RB Head Office and Operation Control Centre (OCC) BWN, local Reservations Office and Ground Handling Agents including Caterer, other Authorities such as DCA, Immigration, Customs etc., in the event of service variations caused by delays, reconfigurations, or schedule amendments. If required signal advice all aspects of passenger services and cargo/mail in a delay situation. If flight delayed, monitor and liaise with Ground Handler and Airport Authorities to change the arrival/departure information board and coordinate with Local Reservations office or GSA on the alternative arrangement for passengers on same day connecting flight and ensure crew transportation and accommodation notified. During delays or AOG events, ensure appropriate assistance and support are arranged. For passengers / cargo handling refer to Ground Operations Manual for guidance. BAGGAGE SERVICE Ensure proper and correct issue of Passenger Irregularities report (P.I.R). Monitoring the surplus and unclaimed baggage take necessary action and liaise with Traffic Operations - Baggage Services - BWNTLBI and Lost & Found - BWNLLBI. If necessary liaise with Customs for bonding. Initial acknowledgment to letter of claims and follow up with investigation before passing those on to Manager Traffic Operations for settlement. Determine what follow up action is necessary to all cases reported at station. Notifying the passenger of the outcome of mishandled baggage; do not wait until passenger called for the result. Maintain the monthly Baggage Irregularity report and submit to Head Office -BWNTLBI Maintain the record of mishandled baggage or liaise closely with Ground Handling Agent. GENERAL ADMINISTRATIVE RESPONSIBILITIES Represents RB at all airport committees meeting such as Airline Operators Committee (AOC), Airport Facilitation, Airport Emergency Committee etc. Liaise closely with local Airport Authorities on airport development plans and facilitations. Refer matters requiring decision/ approval to Manager Traffic Operations together with appropriate recommendations and views. Liaise with local Civil Aviation Department, other relevant airport authorities like Security, Immigration, Customs, and Brunei Embassy or Consulate in respect of the handling of Government’s VIPs traveling on RB and the use of government lounge. Liaise with Head Office in th event of cabin crew reporting sick. Crew hotel accommodations whenever required and the crew transport. Ensure the station logbook is maintained up-to-date records of any information, instruction required for further action by others. Prepare and complete administrative reports required by Head Office and/or local DCA authorities such as : Station Performance Report. Submission of Occurrence/Irregularities Incident Report within 72 hours Statistic on passenger, cargo excess baggage and revenue collected. Baggage Irregularities Report, etc. Commercial upgrading passengers and excess baggage waiver reports. To complete the Station Self Review Reporting and forward to Manager Traffic Operations for necessary action GENERAL ADMINISTRATIVE RESPONSIBILITIES (CONTINUED) To ensure that only DGR trained staffs are to perform the acceptance of Dangerous Goods on behalf of RB. To ensure that DGR posters are to be placed/displayed prominently at points of check-in departure gates, transfer desk, baggage claim and at cargo acceptance counters. Investigate Voyage Report, Occurrence Reports and passenger complaints and to forward completed investigation reports to Manager Traffic Operations and/or Manager Customer Relation for finalisation. To ensure all company’s manual and circulars is available, accessible and up-to-date and all staffs are well aware and read any amendment before file away. Handle and action the OCS mails,customer's letter and other inter-office correspondence. Keep sufficient stocks of company stationery and printed matter including passenger tickets and excess baggage tickets, immigration & customs cards, aircrew declaration forms and conduct regular inventory to avoid last minute shortage. Also ensure the claims for baggage delivery or repairs are supported by important document such as P.I.R also attached, claims for passengers on meals, accommodation, transport are clearly detailed on the STPC vouchers in order to determine the correct posting on the budget cost centre, before forwarding to Head Office for settlement. Manpower analysis, as and when necessary. Staff recruitment and training selection, as and when required. Staff deployment (rostering), to the extent of ensuring sufficient resource available for the operation. Airline Emergency procedures implementation. 8.0 DELEGATION Station Manager will be required to carry out any other duties or special projects as delegated by Manager Traffic Operations and/or Senior Vice President Ground Services, subject to prior discussion and mutual agreement and exclusive to London Heathrow. To select a deputy in the event of absence such as on duty travel; annual leave ;. To notify BWN HQ in advance and to provide the acting personal details. 9.0 REPORTING Reporting to Manager Traffic Operations in relations to RB operations