Overview Job Purpose:

The position of Passenger Service Duty Manager will be responsible for the successful delivery of the daily operation of the Passenger Service team and responsibility, ensuring safety is everyone’s priority.

Main accountabilities include:

All duties are covered by trained staff, any absences are correctly accounted and followed up. Any

shortfalls in the operations are reported to the head of department / Station head. Airline requirements are met, and all procedures are followed to airline, Menzies-RAS, PCAA or other regulatory body requirements.

• Ensure that all staff are fully trained in line with airline operating procedures and comply with directives set by PCAA and other regulatory bodies.
• Assume any uncovered duties as required.
• Required to inspire team to deliver operational and service excellence.
• Responsible for investigating issues within the Passenger Service team as required.
• Provides visible leadership / presence for the Passenger Service team on a daily basis.
• Responsible for identification of training / development needs.

·     Ensure all staff are aware and meet the uniform and PPE required standards.

• Implementation of policies and procedures designed to increase the efficiency and effectiveness of the station, whilst promoting sound safety, security, and people management practices.
• Required to report all safety issues and update MORSE.
• Ensure that shift coverage is sufficient through working with the OEM / head of department.

Compliance:

Carry out all activities of the role and processing activities (as above) as directed by the Company through its policies, procedures, and training to ensure the success of the operation including the following:

Full compliance:

• Health & Safety
• Training
• Equal Opportunities
• Data Protection
• Security
• Remain up to date with all station notices relating to policies and procedures.
• Remain up to date with all relevant operational, systems and customer Service training.
• Always maintain a safe and secure working environment.
• Comply with the Company’s open, fair, and honest reporting culture.

Candidate requirements

• Possess a good understanding of the ground handling environment and operational functions.
• Good interpersonal skills and the ability to communicate at all levels of management.
• Internally and externally, whilst leading and motivating a growing workforce.
• Experience of managing a large team with excellent leadership skills.
• Monitor OTP to ensure we are delivering against key performance targets.
• A minimum of 2 years management experience in the Passenger Services environment.
• You will have an ability to drive through policies and procedures and represent airside.
• You must be self-motivated, and performance driven.
• You will have the ability to work under pressure and remain calm and professional.
• Inspire a team orientated working environment.
• You must maintain a well-groomed appearance. You will be an ambassador for the Menzies- RAS uniform.

Note

This job description is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. It is not intended to be exhaustive. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. This job description does not form part of the post holder’s terms and conditions of employment and may be varied from time to time by the Company to reflect changes in the post holder’s role and/or the needs of the business.