Baggage Services Supervisor
Dnata
مجموع سنوات الخبرة :21 years, 0 أشهر
Control all the functions of Baggage Services during a shift duty in order to ensure that mishandled bags are re-stored to the owner as quickly as possible to achieve highest standard of service delivery and customer satisfaction for both the passengers and the airlines.
Control and provide operational support to the Red Porters during the shift duty a shift duty in order to provide seamless porterage services to the arriving and departing passengers at the airport.
Ensures that all unclaimed bags, security articles, found property are entered into the World Tracer System within 04 hours of the flight arrival and stored safely for delivery or despatch them against the claims, following the security implications and procedures of various airlines.
Reports equipment failures, discrepancies, incidents that occur during the shift and maintains log of important tasks to be performed by the incoming shifts through shift reports.
Measures the performance of the staff by recording their performance, weaknesses and achievements. Encourages them to comply with the company's standard procedures so that a high level of service is delivered to the passengers.
Monitors all operational locations such as Baggage Service stores, Left Luggage and the Porterage coverage areas in order to ensure that Passengers are attended to promptly and with courtesy and also to identify any fraudulent activities
Monitor that all missing baggage files are closed within 03 hours of the arrival of bags, ensuring that the passengers are informed immediately and the bags are re-stored to the owner as soon as possible, either at the airport or at passengers' residence as applicable in order minimise passenger inconvenience.
Liases with outstations, internal departments to expedite the processing of mishandled baggage, so that a passenger's goodwill is re-gained by re-storing the bags as quickly as possible.
•Dedicated Handling for Lufthansa, Swiss Air, Singapore Airlines and Thai Airways.
•Issuance of Mishandled baggage reports.
•Conduct checks to if reports are created in requirement to Airline quality standards.
•Following up of reports with passengers one on one, through phone or emails.
•Trace for lost bags and ensure results achieved within 03 days.
•Authorisation of interim payment to passengers on mishandle of baggage.
•Ensuring timely delivery of bags when received and informing passengers about same.
•Responsible for content check of bags with no tags in presence of Dubai police.
•Hand over of valuables in tag less bags to Police Lost and Found.
•Updating system with all contents of bag.
•Tracing of tag less bags once content updated.
•Forwarding of tag less bags on basis of outstation request for claims.
•Preparing of Documents for unclaimed tag less bags up to 03 months.
•Coordinating between Dubai Police and Dubai Customs for Handover Passage.
•Ensure all bags scanned before Handing Over to Customs for auctions
•Get approval for hand over from Baggage Manger, Dubai Police and Dubai Customs.
•Ensure documents signed after receipt by Customs and revenue transferred to accounts.
•Prepare monthly statement for all airlines for all mishandled report.
•Dispatch monthly report to all Airlines operating in the Airport.
•Generate statistics for Airline for number of bags mishandled.
•Responsible for record keeping of monthly statements.
•Make shift roaster and overtime roasters as per operation requirement.
•Establish myself as contact between operations and administration.
•Responsible for stationary supply of the department.
•Respond to passenger queries related to mishandled baggage.
•Follow up on selected airlines missing baggage for 05 days.
•Follow up of missing bags received with passengers.
•Informing concerned drivers to arrange delivery of received bags.
•Updating files and contents of baggage when additional information received from passengers.
•Record keeping of mishandled files and updating Supervisors and Duty Officer accordingly.
•Meet and assist passengers on Arrivals.
•Respond to passenger queries about mishandled bag while dealing with them face to face and on phone.
•Despatch the left behind baggage or baggage received for transfer, to the stations concerned by strictly adhering to the security implications and airlines' procedures, so that all the bags are re-stored to the owners as quickly as possible.
•Forwards all unclaimed bags back to the respective airline headquarters after 05 days under advice to the local airline office.
•Record all unclaimed baggage, security items and found articles received from various airlines, in system within 04 hours of flight arrival. All tag-less bags should be recorded in system immediately to achieve the best tracing results. Ensure that they are stacked, stored properly and their locations are updated in the system.
•Ensure that delivery of claimed baggage is done against proper documents. Co-ordinates with Ground Operations for the delivery of all offloaded baggage and through tagged baggage for passenger collection and deliver them against baggage claim tags.
•Ensures files of all missing bags are closed within 03 hours of flight arrival and passengers are kept informed immediately of the arrival of their bags. Arranges home delivery for those airlines, which has an agreement with DNATA, using services of car rental agencies as quickly as possible.
•Ensures that baggage short-tagged to Dubai is re-tagged on onward flight, on receiving telex message from Transfer desk or instruction from Airline representative.
•Organise Left Luggage store systematically keeping the left luggage separately in racks. Ensures correct charges are applied on all Left Luggage bags. The amount collected is deposited in the company's bank account.
•Handling all incoming calls.
•Making reservation and issuing ticket for certain airlines.
•Maintaining contacts with other concerned travel agents.
•Delivery of tickets at passenger door step.
•Keeping accounting records on daily basis and reporting to sales manager.
•Handling payment between customers and travel agents.
•Reporting to main branch monthly with sales coupons and cash.
•Handling ticket stocks and record of all accounting coupons.
•Responsible for payment of all the agencies needs.
•Responsible for opening and closing the agency on time.