Department Officer (Marhaba) DWC - SSP

Job Purpose

dnata is one of the world’s largest air and travel services providers; offering ground handling, cargo, travel and catering & retail services at over 130 airports in more than 34 countries across six continents. At dnata, we are by your side for the entire travel experience.

As Department Officer (Marhaba) - DWC, you will have to direct and control all departmental activities on shift, act as point of contact and plan the availability of resources/equipment ensuring consistency, safe on-time performance and alignment with SLAs, standard operating procedures, shift demand and regulatory, legal and safety requirements. Plan and control all marhaba and check-in anywhere & Other products activities at designated areas to ensure exceptional customer service by efficiently handling customer inquiries, resolving issues, and providing support across various communication channels.

In this role, you will

• Work with Resource Allocators to plan and control manpower resources on shift to optimise utilisation and save costs in line with the standard operating procedures ensuring compliance with safety and service standards.
• Review the flight schedule and ensures that the resource plan is aligned to the work demand.
• Forecast any operational issues and ensures the availability of resources in the case of manpower shortages or equipment breakdown / maintenance.
• Ensure sufficient staff, and equipment for operations & lounge are available for shift in cooperation with DXB allocators /shift controller as per agreed service standards. This includes planning for off airport locations.
• Deploy resources based on the information provided from resource planning to ensure availability of resources for all flights/activities.
• Ensure that safety briefings are conducted regularly while intervening when there is risk exposure, role model safe behaviours and follows up on corrective actions.
• Guide and leads Department Team Leaders to deliver the required services as per the shift requirements.
• Discuss the shift challenges with the team and briefs on expectations and plan of action.- Lead the team to accommodate LMR and increase revenue. Investigate SF, evaluate trends, and share a case study to improve operational efficiency.
• Coach, motivate and develop the marhaba check-in Anywhere and DWC team to achieve high morale, discipline, and grooming standards.
• Update and maintains the AHM data within the Weight and Balance Systems for both EK, FZ and selected OAL on a shift basis. (Load Control Specific).
• Provide on-job training to the Load Control Department on the Weight and Balance Systems. (Load Control Specific).
• Initiate any Incident reports that are related to Load Control software to be presented to the vendor for investigation. (Load Control Specific).
• Comply with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment.
• Act as a role model for the desired safety behaviours and wears the appropriate PPE and ensures that work is conducted in a safe manner.
• Ensure safety of staff and that they have the skills, knowledge, and confidence to work safely by providing support, direction for the desired safety behaviours and leading with safety.
• Follow all relevant departmental policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.
• Communicate regularly with key stakeholders to provide them updates on department activities on shift.
• Coordinate regularly with other officers on shift to ensure that quality services, resources and safe on-time performance are Provided.
• Contribute to the identification of opportunities for continuous improvement of systems, processes and practices, cost.
• Develop the shift report summarizing shift performance and highlighting any service shortfalls and recommends solutions and corrective action.
• Take immediate action to rectify irregular operations in coordination with Flight Officer (where applicable), Service Delivery Managers and/or Manager dnata Operations through the deployment of resources on the shift for airside operations.
• Proactively seek feedback from internal and external customers and provide recommendation for improvements to the Product Manager and Operations Manager. Conduct regular and periodic meetings with supervisors and frontline staff, to ensure the team is constantly updated on operational matters and to maintain the flow of information.
  
  

Qualification

To be considered for this role, you should meet the below requirements:

• Bachelor's degree or Diploma in business administration / aviation / ground handling / customer service
• Experience of 6-8 years in aviation / ground handling / customer service
• UAE/ GCC / International driving license (for airside based roles)
• Load Control (Load Control Specific)
• Preferably First Aid trained
• Advanced understanding of airlines customer service product (specific airport related requirements) and Industry regulations for the assigned work area
• Advanced understanding of the aviation terminology
• Advanced Customer Management Skills
• Advanced Communication Skills
• Advanced Safety Awareness Skills
• Proficient Supervisory Skills
• Proficient Planning and Organizing Skills
• Proficient Writing Skills
• Proficient IT and Computer Literacy Skills
• Advanced understanding of the usage of AACS (Airport Activity Control System), BELT (Baggage Excellence and Location Tool) and RTC (Real Time Control)
• Advanced understanding of Airline Requirement and Customer SLAs
• Proficient understanding of the Turnaround Process
• Basic knowledge of weight and balance
• Advanced understanding of the usage of AACS (Airport Activity Control System), and RTC (Real Time Control) Critical Competencies
• Valid UAE driving licence (light vehicle)
  
  

Our services on the ground keep the world in the air. We’re one of the largest air services providers in the world, and you’ll find us in over 80 countries offering expertise in ground handling, cargo, travel and flight catering. We’re growing fast, and we’re looking for people with imagination and creativity to join our team of more than 40,000 people. We want potential stars to help us deliver on the promises our customers make. Be a part of our success story - if you want to join us, visit dnata.com/careers to apply.

Salary & benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what’s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.