Reporting to the Manager Ground Operations – LAX/SFO, the Customer Service Duty Manager – Dallas Fort Worth is responsible for supervising the delivery and achievement of Customer Service and operational objectives to promote and champion a safety culture and ensure on-time performance through collaborative engagement in accordance with contracted Service Level Agreements and other regulatory authorities.
KEY RESPONSIBILITIES
- Drives and motivates the contracted Ground Handler to maximise revenue through ancillary sales and minimise financial risks arising from irregular operations.
- Conducts pre-flight system checks (Customer Management or Amadeus) and communicates required corrective actions in line with company guidelines.
- Influences and monitors the delivery of customer service by the contracted Ground Handler to ensure compliance with the Service Level Agreement, Fiji Airways Ground Operations Manual, and all safety, security, and Dangerous Goods policies and procedures.
- Makes operational decisions during each shift to ensure customer satisfaction and on-time departures, including the issuance of meal vouchers, transportation, accommodation, and the use of Flight Interruption Manifests (FIMs) during irregular operations, in accordance with company policies.
- Ensures mishandled baggage claims are processed promptly and follows through to ensure closure of all reports.
- Prepares and submits detailed shift reports outlining disruptions, delays, offloads, operational occurrences, corrective actions taken, and any pending matters for the next shift.
- Verifies shift sales generated by the contracted Ground Handler and executes banking processes with complete documentation to ensure accuracy and accountability of company revenue.
- Monitors and evaluates the performance of the contracted Ground Handler, providing feedback to the Manager Ground Operations (MGO) for appropriate action.
- Conducts self-inspections of station operations (check-in, boarding, arrivals, and ramp operations) to meet the requirements of the Annual Audit Plan as set by MGOSCT.
- Investigates customer complaints and operational issues raised by Management or through ad-hoc reports and provides findings with recommended corrective actions.
- Ensures full compliance with Fiji Airways’ safety, security, and operational requirements, as well as those of regulatory authorities, at all times.
- Provides operational support and representation in forums as required and is available for call-outs as and when operational needs arise.
QUALIFICATIONS, SKILLS & EXPERIENCE
- Diploma in Aviation and/or Hospitality or General Management.
- Reservations and Customer Management (CM) Training including Weight and Balance experience would be an advantage.
- Minimum of 2 years in airline management.
- Dangerous Goods Awareness certificate would be an advantage.
- Excellent written and verbal communication skills.
- Proficient in MS Office applications with strong analytical skills.
- Customer service oriented with strong organisational and problem solving skills.
- Minimum of 5 years Aviation experience or in Hospitality industry.
- Experience in a managerial or supervisory role with demonstrated ability to lead and direct a team to achieve organisational objectives, would be an advantage.
- Must be able to work in the United States of America.
