Supervisor - Airport Services (Outstations)

Main Objective

The Supervisor for Airport Services will manage and synchronize the duties of airport service agents and the designated ground handler, ensuring a consistent, high-standard service delivery to flydubai passengers. This includes overseeing check-in, boarding, special assistance, ramp activities, and baggage handling.

Key Responsibilities

• Schedule agent assignments across check-in, Departures/Transfer, Ramp, and Arrivals areas in rotation while conducting shift briefings.
• Prepare and organize check-in zones by properly allocating desks, personnel, and resources, and supervise tasks performed by flydubai and Ground Handling Agents (GHA).
• Track passenger flow and queue durations, offering support and modifying desk assignments as needed; collaborate closely with immigration, Security, and the DA terminal management teams.
• Oversee passenger and ramp operations to uphold premium customer service standards; enforce flight timing, baggage policies, credit verification, and documentation compliance.
• Ensure uniform adherence to company policies regarding commercial practices, safety, and security; provide leadership, mentorship, and coaching to frontline teams to facilitate streamlined passenger processing.
• Offer assistance and information promptly to passengers and all relevant stakeholders.
• Coordinate with the Network Control Centre (NCC), GHA, and other parties to deploy staff for timely boarding procedures, assist passengers during delays or disruptions, and maintain effective communication.
• Help passengers navigate security, immigration, and transfer points, assist with baggage and connectivity, and support passenger arrivals and baggage reclaim processes.
• Supervise safe boarding and disembarking procedures while monitoring turnaround and baggage handling in compliance with company and regulatory safety and security requirements.
• Verify post-flight documentation and telex communications; compile precise reports and checklists for accounting purposes.
• Evaluate Service Partners/Providers against flydubai’s Service Level Agreements (SLAs) to ensure compliance with safety, security, and operational standards.
• Investigate, document, and report irregularities or operational issues such as delays, while implementing corrective solutions.
• Handle inquiries from other stations, agents, and authorities professionally and promptly.
• Manage ground handling costs effectively to ensure FZ operations are economical and efficient.

Qualifications

• High school diploma required.
• Fluent in English communication.
• Minimum 4 years’ customer service experience, with at least 2 years in airline passenger and baggage handling.
• Flexibility to work variable shift schedules.
• Overall 4 to 6 years of relevant experience.

Core Competencies

• Strong customer orientation.
• Ability to collaborate effectively within a team.
• Clear and efficient communication skills.
• Accountability and dedication to achieving goals.
• Resilience, adaptability, and a positive, solution-focused mindset.
• Capability to inspire and develop team members.

Information Security Requirements

Adhere strictly to the company’s Information Security (ISR) policies, promptly report any vulnerabilities or incidents to management or the Information Security team, complete all required ISR awareness training, and apply relevant guidelines in daily work activities.