Air Traffic Officer
QATAR AIRWAYS
مجموع سنوات الخبرة :6 years, 7 أشهر
--- Working with Qatar Airways presented me with a world class challenge due to heavily increased responsibilities and variety of decision making and problem solving situations, faced with on daily basis.
--- Became detail-minded with a good eye for balance and highly organized with attention to details and ability to service several transactions simultaneously, communicate effectively with customers and colleagues, easily establishing rapports with people from a wide variety of backgrounds.
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* * * Dubai Airport Hub / Check-in / Boarding Gates (Overall Operations) * * *
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--- Monitored the movements of incoming and outgoing Qatar Airways flights (up to 6 per shift), from the moment they got the landing clearance from Dubai's Air Traffic Control until the moment they left Dubai's Air Space, based on the allocated tasks by the Duty Officer in charge of the shift (Office Management, Check-in Supervisor or Boarding Gates Supervisor during the entire 12 hours shift):
* supervising the passenger disembarkation/embarkation, aircraft cleaning and preparation for departure, baggage and cargo offloading/loading, solving all passenger and cabin crew requests before departure and Releasing the Flights after ensuring all Standard Operating Procedures were fulfilled when entrusted with the Boarding Gates Allocation.
* attending to all passenger special check-in requests, related to seating, over weight baggage or even unruly behaviour and resolving all occurred discrepancies made by the check-in agents, ensuring a maximum of passenger satisfaction was achieved when being assigned the Check-in Allocation.
* answering all walk-in passenger or phone call requests regarding flights inquiries, mishandled baggage claims, reservation queries, ordering the necessary catering onboard the flights, acknowledging and replying all messages received by telex or e-mail from all over Qatar Airways network and at the same time monitoring the ongoing flights and updating all colleagues in operations with any information vital for the need of smooth passenger handling (screen delayed incoming flights with possibility of outgoing misconnections and performing a procedure called “Pre-Check-in” by calling and ensuring that all those passengers with short connections were check-in in the other airline system being able to collect their boarding passes at the boarding gate without needing to pass by the transfer desk, otherwise Qatar Airways having to rebook them on next available flights and provide them with accommodation if they were mishandled), all in all, I was a HUB/Centre Point who had to ensure from the back office that Every Single Detail is in order for the need of a “Smooth Ops” shift.
* * * Time Management Skills * * *
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--- Coordinated with various departments (Baggage Services, Load Control, MOCON) and external parties to ensure smooth operations and on time departure of the flights maintaining Qatar Airways KPI’ s high.
* * * Multi-tasking while keeping Customer Focus * * *
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--- Solved walk-in passenger requests who contacted the Qatar Airways Dubai Airport operations office for different travel related issues while keeping focus on operations, taking certain necessary actions.
* * * Crisis Management Skills * * *
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--- Coped with pressure during overbooked or delayed flights while dealing with unruly and revolted passengers.
Ex: * Finding alternatives and Rebooking disrupted passengers which missed outgoing connections from Dubai;
* Arranging hotel accommodation until the immediate available connection;
--- Earned a reputation as a valuable and cooperative co-worker by: being fair, honest, and willing to help others when needed; effectively resolving conflicts at appropriate times when dealing with difficult customers.
--- Working with DNATA was a true challenge due to the giant size of its workplace, which is Dubai International Airport and the high volume of tasks one has to perform in multiple assigned airport areas, therefore being a continuous test of one's intellectual and physical abilities, personal traits and willingness to go the extra mile.
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* * * V.I.P. Terminal - Al Majlis (Dubai Intl Airport): * * *
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--- Managed alone during a twelve hours shift, in terms of passengers check-in formalities, baggage and cash handling since Al Majlis Terminal is located separate from Terminal 1.
* * * Customer Focus * * *
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-- Interacted with VIP profile customers and delivered highest levels of customer satisfaction on service delivery.
* * * Crisis Management Skills * * *
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--- Sole handedly managed multiple flights during heavy rush hours while securing timely departures.
* * * Build Working Relationships * * *
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--- Utilized the established trust with internal and external parties to maintain unmatched service delivery satisfaction record.
--- Summer Exchange (Work and Travel) Programme