Supervision of Passenger Service Operations: Ensure efficient and timely daily passenger services, including check-in, boarding, and disembarkation. Monitor queue times, ensuring they are within acceptable limits. Ensure compliance with the company’s procedures, safety, and security regulations. Supervise special assistance services in accordance with the company’s standards for passengers with disabilities, unaccompanied minors, and VIPs. Address passenger complaints and inquiries in a courteous and timely manner, escalating issues to the Duty Manager when necessary. Handle disruptions (e.g., delays, cancellations) professionally, ensuring passengers are informed and taken care of, and alternative arrangements are made when necessary. Customer Experience & Problem Resolution: Ensure that passengers receive a high standard of customer service, assisting with inquiries and resolving complaints. Address and resolve escalated passenger issues promptly, including delays, missed flights, and special requests. Continuously look for ways to improve the passenger experience through proactive service delivery. Ensure that First Class, Business Class, and loyalty passengers receive priority service and premium experience. Safety & Compliance: Ensure that all passenger-handling activities comply with Civil Aviation Authority (CAA) regulations, company’s policies and safety standards. Always monitor security and safety standards, ensuring that passengers and their belongings are handled according to the company’s safety protocols. Oversee and report any incidents, ensuring prompt action is taken. Conduct regular safety checks and audits of passenger service processes, ensuring all processes are aligned and in compliance with the company and airport regulations. Reporting & Performance Monitoring: Monitor and report on the efficiency of the passenger service operations. Track KPIs and suggest improvements to enhance passenger experience and operational efficiency. Prepare daily, weekly, and monthly reports on passenger service metrics, team performance, and customer feedback. Collaboration & Stakeholder Management: Work closely with other departments (security, baggage, and ground handling) to ensure smooth passenger operations. Collaborate with airport authorities, customs, and immigration officials to facilitate compliance and efficient operations. Analyze operational performance and identify areas for improvement in processes and passenger handling. Monitor real-time operational issues (e.g., flight delays, gate changes) and allocate resources to mitigate disruptions. Supervision of Passenger Services & Staff Development/Training: Supervise, Lead, motivate, manage and provide guidance to the passenger service team and support staff to ensure smooth operations. Conduct regular team briefings before each shift, delegate tasks effectively and ensure all staff are up to date with airport and company’s protocols. Assign duties to team members, monitor performance, provide guidance as needed, and address staff concerns. Ensure all team members adhere to the company’s policies, procedures, and safety regulations. Identify training needs for the passenger service team and coordinate with the training department to provide ongoing training and development programs. Ensure existing and new staff are fully trained on procedures, customer service excellence, conflict resolution, safety protocols, and compliance with regulations. Conduct performance evaluations and provide feedback to team members to foster growth and development.