Afra Al Shamsi

Answering & forwarding calls for the department Director taking messages & setting up meetings.
Setting weekly schedules for all Departments’ Managers.
Purchasing and receiving invoices, contacting suppliers and closing deals inputting all purchases history into Excel spreadsheet.
Forwarding emails and updating information to all our departments on updates and important meetings and correspondence.
Taking weekly meeting minutes and applying to spreadsheet and forwarding them to all department management team.
Suggest feasible improvements to procedures based on observed trends and analysis.

Leads a team of Airport Services Agents (ASA) on all issues relating to check-in. Monitor, guide and advice team members to ensure that superior customer service levels are upheld and assist the process of ensuring the safe and on-time departure of EK flights as SOP processes.
Monitor the Self Check-in Kiosks and ensure Passengers are briefed on the process and usage of the kiosks.
Analyze trends, which are noted at the check-in area and highlight such trends to higher management where applicable so that appropriate action can be initiated with suggested recommendations.
Conduct shift briefings with team members to ensure that EK SOPs are strictly adhered to. Use these briefings to raise awareness levels among team members in an effort to minimize discrepancies and possible customer complaints and maximize customer satisfaction.
Get involved in On Job Training of new joiners and familiarization of people new to the area. Act as a role model, fulfilling the role of a buddy ensure new joiners are fully aware of EKAS standards and procedures and guide them in using all available resources to find information and update their knowledge.
Suggest feasible improvements to procedures based on observed trends and analysis.
Ensure to be present at the lounge reception to welcome & greet passengers with a smile upon their swipe-in or swipe-out to/from the lounges at 100% of times. And provide personalized service of high standard to VIP passengers through warm welcome, escort, and effective Communication. Monitor the Self Check-in Kiosks and ensure Passengers are briefed on the process and usage of the kiosks.
Advice the passengers of facilities offered at the lounges and the boarding procedures of their flights, including final calls announcements to be made at 100% of times.
Ensure to keep good relations with airport authorities/ stakeholders such as immigration, police, and EKFC staff, etc. in order to achieve the highest level of customer services for EK premium passengers at 100% of times.
Ensure to inform passengers in the lounges at Dubai airport of any changes of gates allocations.
Ensure that the lounge system occupancy levels are monitored in order to divert loads to other lounges as to avoid & minimize client’s inconvenience. Ensure to take the correct action in all cases of lounges equipment failures, shortage of supplies and to report the details to the admin office and the supervisor.
Report to the lounge SAS any outstation/Emirates, other discrepancies within 30 minutes of occurrence at 100% of times. And deal with all outstation inquiries in a timely manner at 100% of times.
Provide lounge supervisor with the lounge shift utilization report and access authority on time at 100% of times.
Suggest feasible improvements to procedures based on observed trends and analysis.
Co-ordinate the flight disruption response & activity on the affected flights within lounges, compiling and disseminating information to &from the hub control and any other departments within the airport. Apply the established disruption or down grading handling procedures in close co-ordination with the lounge officer, supervisor and provide them with handling summary at regular intervals.
Accommodating to every client demands and requests be it unique or custom made to make their travel easier and more accommodating.
Updating the GUI system with special request of clientele from special and unique favorite drinks, specialty dishes or most travelled to destinations.
Escorting clients from gates to their limo or from limo to gates and making their trip a non stop by prior preparing their documents and getting their passports stamped and checking their luggage’s and valuables in the First class counters & Business and double checking their hotel bookings and arrival destination limo ready at the appropriate time and coordinating with the meet & great team in their arrival destination.

Devising and maintaining office systems, including data management and filing.
Arranging travel, visas and accommodation and occasionally, traveling with the manager to take notes pr dictation at meetings or to provide general assistance during presentations.
Screening phone calls, enquiries and requests, and handling them when appropriate.
Meeting and greeting visitors at all levels of seniority.
Dealing with incoming email, faxes and post, often corresponding on behalf of the manager.
Carrying out background research and presenting findings, carrying out specific projects and research.
Producing documents, briefing papers, reports and presentations
Liaising with clients, suppliers and other staff.
Responsibility for accounts and budgets.
Taking on some of the manager’s responsibilities and working more closely with the management.
Deputizing for the manager, making decisions and delegating work to others in the manager’s absence.
Being involved in decision making process