Job Title: Duty Officer - Passenger Services
Industry: Aviation / Ground Handling
Location: Mumbai
Job Type: Full-Time
Minimum Qualification: Bachelor's Degree
Experience: 5+ Years of experience in passenger services or a similar role within the aviation industry.
Supervisory
Roles and Responsibilities:
- Ensure passenger services comply with procedures set by respective airlines and regulating bodies (DIAL, customs, immigration, CISF).
- Keep the team updated with the latest policies, procedures, and regulations.
- Maintain coherence, peace, and discipline among staff, escalating unresolved issues to the manager, and suggesting improvements for customer services.
- Prepare and monitor daily schedules within the weekly working schedule, adjusting for flight schedule changes as necessary.
- Ensure adequate work distribution among the team, conduct daily briefings, and supervise services offered to customers.
- Monitor team attendance and assist in planning annual leaves for the Passenger Services Department.
- Lead the team, monitor and evaluate their performance, provide feedback, and submit individual performance and career development reports for approval.
- Plan and organize team training requirements in coordination with the Training Department.
- Participate in job interviews for new candidates and report assessments to the Department Manager.
- Communicate with other departments and external agencies to ensure smooth services.
- Manage the operation alongside other Duty Officers within the shift.
- Report developments to the Passenger Services Manager as needed.
- Contribute to establishing standards, policies, and procedures for the Passenger Services Department.
- Measure and evaluate individual performance and development, attending planned trainings and projects for self-improvement.
- Ensure devices used in the Passenger Services Department are functioning well and properly maintained.
- Safeguard company property and ensure the security of valuable documents.
- Uphold the company's corporate image and service standards at all times.
- Adhere to company values, principles, and procedures, serving as a role model for the team.
Functional
- Regularly follow up on pending PIR cases, expedite processes, and update passengers.
- Prioritize and address complaints promptly.
- Check walkie-talkies used by Passenger Services Executives, deliver defective ones for repair, and update records accordingly.
- Meet periodically with airline representatives at the terminal, receive their requests, and notify senior managers.
- Monitor additional services provided to airlines and update extra service forms accordingly.
- Conduct regular audits and take measures to improve departmental performance.
Environment, Health, Safety, And Security
- Implement Environment, Health, and Safety Policies and Procedures within the department.
- Achieve allocated Environment, Health, and Safety targets and programs.
- Promote a Safety Culture within the department.
- Provide guidance to subordinates on safety practices.
- Ensure hazardous wastes are minimized and properly collected.
- Enforce adherence to safety rules and regulations among employees.
- Be responsible and accountable for the operational and safety performance of the department.
- Hold the authority to stop work in case of procedure violations.
- Identify and report hazards to superiors.
- Immediately report any security lapses or breaches of local or international regulations to the concerned authority.
- Refrain from participating in activities that tarnish the company's image.
- Avoid handling dangerous goods or substances unless authorized.
- Identify and report security threats and inform authorities.
- Never compromise on safety and security standards.
- Wear Personal Protective Equipment (PPE) as required.
- Conserve natural resources such as water and oil.
- Ensure proper documentation of work performed.
- Report suspicious activities at the airport.
- Display Airport Entry passes while on duty and prevent misuse.
Qualifications & Skills
- Strong leadership and supervisory skills
- Excellent customer service orientation
- Effective organizational and planning abilities
- Strong communication skills for interdepartmental and external agency coordination
- Comprehensive knowledge of regulatory compliance and safety standards
- Proficiency in equipment management and documentation
- Attention to detail and high integrity
- Proactive approach to identifying and resolving issues
- Commitment to company values, principles, and procedures
