Gulf Air
About the Role:
Gulf Air, the national carrier of the Kingdom of Bahrain, is seeking an experienced Airport Duty Officer for its operations in Madina Al Monawara, Saudi Arabia. In this role, you will oversee all passenger-handling areas and station airport operations, ensuring that both internal staff and Ground Handling Agent (GHA) personnel uphold the highest service standards while maintaining strict compliance with safety, security, and operational regulations.
Key Responsibilities & Core Functions:
1. Passenger Handling & Terminal Operations:
– Oversee customer service touchpoints, including Check-in, Departure Gates, Transit, and Arrival zones, ensuring prompt and precise service execution.
– Direct check-in staff in handling travel irregularities, invalid passenger documentation, denied boarding protocols, and system updates (SSCI) for offloading or downgrading passengers.
– Manage decisions regarding excess baggage charges, fee waivers, and ensure strict compliance with lost, found, and damaged baggage resolution timelines.
– Deliver premium service to VIP passengers and unaccompanied minors, coordinating closely with airport lounge personnel across all flight stages.
2. Operations Supervision & GHA Oversight:
– Assign pre-flight duties to ground staff, conduct operational debriefings to resolve discrepancies, and ensure shift staff wear the required uniform standards.
– Monitor ground handling agent performance against contractual service level agreements (SLAs), briefing Airport Duty Managers on daily GHA shortfalls.
– Encourage ground handling staff to drive ancillary revenue sales through upgrade and service offerings.
– Oversee ramp activities, review Ground Safety Reports (GSRs), and liaise with Airport Managers on safety findings and corrective actions.
3. Disruption Management & Stakeholder Coordination:
– Enforce company and local policies for delayed flight operations, providing comprehensive care and assistance to impacted passengers.
– Maintain strong working relationships with airport authorities, including customs, immigration, security, police, medical, catering, cargo, and duty-free entities.
– Communicate with Duty Managers to request aircraft equipment upgrades in cases of oversold flights or unexpected demand spikes.
– Update Virtual Coupon Records (VCRS) through the Airport Support Unit for flight misconnections involving passenger rerouting.
Qualifications, Experience & Requirements:
– Education: National Diploma or equivalent qualification.
– Experience: Minimum 5 years of relevant experience in airport ground operations, airline customer service, or passenger handling.
– Key Skills: Solid understanding of international civil aviation standards, ground handling procedures, baggage tracking, and passenger service systems.
– Required Application Documents: Resume/CV, Passport-size Photograph, Passport Copy, and Education Certificate Copy.
To apply for this job please visit gulfairgroup.sniperhire.net.