renu abraham

Responsible for safe, secure and timely movement of guests
with reduced mobility and baggage handling at landside in
Abudhabi Airport
Accountable to endure that guest service unit assistants
from EY and third party suppliers are continually adhere to
company / departmental standards and policies, including
service and uniform standards, SOP’s, GOB’s GSM’s, QA
audit requirements and Airport Operational Processes
Proactively manage shift staffing levels, recognize shortfalls
and mitigate risks to operational staffing needs by actively
identifying staff replacements through shift swaps and
overtime allocations so as to ensure that the operation has
the necessary staff assigned to deliver exceptional service for
all assignments related to the team.
Identify faults / repairs and ensure general upkeep and
maintenance of company equipment like wheelchairs and other IT related equipment
Maintain service level agreements (SLAs) with Service
Providers and Handling airlines and ensure that the deviations
are dealt with on a timely basis and corrective actions are
taken.
Establish and maintain effective links with key interface
departments and stakeholders in order to be able to make
educated and valued decisions on day to day operational
issues and follow up to rectify service failures.
Conduct team briefings during shift to discuss operational and
performance issues.
Prepare shift reports based on operational data and
disseminate to Senior Management.
Identifying and recommend suggestions for improvement to
procedures and/or standards of safety and security related to
hub guest services unit operations.
Performance management of guest service assistants in a
meaningful way that recognizes, rewards and motivates.
Responsible for induction training for new recruits joining the
unit.
Conducting time and motion study, trend analysis for PRM
operation.
Deliver and maintain station emergency requests for the unit

Controls as directed, flight-handling activities such as check-
in, transfers, boarding etc.
Acts as point of liaison for 3rd party check-in staff, monitoring
third party activities to ensure that services are delivered in
accordance with Etihad Airways values.
Playing an active role during delays and peak seasons.
Taking an active role in emergency response and business
continuity activations.
Ensuring that opportunities to optimize excess baggage
revenues and instant cabin upgrades are identified and
delivered.
Ensuring security checks are under taken for passengers and
their baggage as per the ground operations manual

Controls as directed, flight-handling activities such as check-
in, transfers, boarding etc.
Acts as point of liaison for 3rd party check-in staff, monitoring
third party activities to ensure that services are delivered in
accordance with Etihad Airways values.
Playing an active role during delays and peak seasons.
Taking an active role in emergency response and business
continuity activations.
Ensuring that opportunities to optimize excess baggage
revenues and instant cabin upgrades are identified and
delivered.
Ensuring security checks are under taken for passengers and
their baggage as per the ground operations manual

• Developing strategies and lead all sales and account development activities within the client organization;
• Negotiating deals which are profitable, operationally viable and offer growth for organisation and client;
• Coordinating, managing and executing the agreed multi-channel marketing plan - across all channels noted above;
• Planning, directing and coordinating activities of workers engaged in receiving, investigating, evaluating, and settling complaints and claims;
• Assisting in the analysis of customer trends to enhance sales and service management process;
• Investigating complaints, such as those concerning rates and service;
• Evaluating reports of findings and recommends response to complaint, considering nature and complexity of complaint, requirements of governmental regulation agencies and company policies;
• Reviewing actions of subordinates to ensure settlements are made correctly;
• Providing support in the handling of claims, disputes and other contractual remedies; and
• Authorizing retention of data and preparation of documents for use during governmental or customer inquiries.