Baggage Operations Controller
Sharjah Aviation Services
Total years of experience :19 years, 3 Months
• Provide leadership and direct supervision to a team of Team leaders / airport agents to ensure accuracy and quality of work.
• Ensuring that agreed procedures (SOP, Memo) with the airlines and latest amendments to it are regularly published for the information of all baggage services staff as well as other concerned section which are involved in any procedures given.
• Allocate required manpower in main areas of baggage services (Departure baggage area, Transfer baggage area, Arrival and Lost and Found).
• Have constant communication with Airside operations Manager, Ramp Standard Manager, Senior Dispatcher, Customer Services Manager, Ramp Resource allocator, Airport security and fellow Team leaders regarding operational matters.
• Provide on the job training for Airport agents.
• Lead operational investigations, take disciplinary actions (ROD / Warning Letters) and give feedback to management regarding corrective actions.
• Responsible for equipment utilized in BMA such as TRCs, BCTs and Cabin Nets. If any damages or unserviceability should report to concern department.
• Preparation of comprehensive and credible shift reports which forwarding to all department heads.
• Complying with new or amended procedures and policies presented by the company as well as airlines.
• Updating the higher management with relevant information with regards to the staff activities, behavior and working nature.
• Communicate closely with Enova and Vandelende Company for any X-ray and belt technical issues.
• Have effective cooperation with airport government security departments such as Airport Customs and Airport Police.
• Comply with BRS requirements which implemented newly in Sharjah Airport.
• Provide leadership and direct supervision to a team of airport agents to ensure accuracy and quality of work.
• Allocate airport agents effectively for segregation of baggage for each flight as per departure allocation.
• Dispatch baggage to the aircraft well before time after checking the matching sheet thoroughly and make sure no baggage being left behind.
• Communicate with FMU for any cancellation bags.
• Communicate with Dispatchers and Ramp Team Leaders if any discrepancies arise.
• If any baggage being left behind for any reason provide details to Lost and found office in order to forward the baggage on next available flight.
• Provides leadership and direct supervision to a team of staff to ensure professionalism, accuracy and quality of work.
• Plans and executes the workload for a specific team by closely monitoring the flight schedules. Briefs team members, delegate tasks and oversees activities to ensure a safe and efficient Operation.
• Strictly complies with all relevant company Standard Operating Procedures, Work Instructions, and Airport Authority Standards and Regulatory requirements.
• Effectively liaises with all concerned sections (BMA, Transfer Desk and Dispatch) to ensure that necessary information is shared / communicated to maintain an efficient Operation.
• Identifying training needs and coaching and supporting with on-job-training of all team members.
• Manage meal breaks and staff allocations effectively while ensuring sufficient staffing level is maintained at all times in order to provide high quality of customer service and achieve on-time performance.
• Perform effective handover before/after each shift ensuring that all necessary info that pertains to smooth and on-time performance is communicated.
• Monitor baggage mishandled cases regularly and perform tracing and other necessary actions. (Usage of World Tracer and BSS - Air Arabia systems)
• Ensure correct procedures/documentations are carried out for the transportation of unaccompanied hold baggage (Rush Bags), Communicate promptly with OCC the volume of rush baggage per flight.
• Maintain effective communication with outstations for tracing purposes.
• Coordinate with Ramp services in order to keep up on time arrival baggage delivery.
• Coordinate with BMA regarding Quick Transfer baggage and, Misconnected Baggage.
• Produce accurate monthly reports for all SAS customer airlines in accordance with airline requirements.
• Planning and coordinating airport operation related activities with Airline HUB and Ground Handling agent (GHA).
• Ensuring safety and security of customers, colleagues and company assets at all times.
• Maintaining quality service and performance standards as per company goals and objectives.
• Supervising and controlling day to day flight-handling activities such as Flight Editing, Check-in, Transfers, Boarding and Ramp service etc, in order to ensure a good service standard.
• Directing GSA (Guest Service Agent) staff in handling guests for irregularities or invalid documents and dealing with excess baggage.
• Brief staff on Local Emergency Procedures, and any other procedural updates of the company to ensure safety and security.
• Communicating and liaising with OCC (Operations Control Centre) and SSO (Special Services Officer) and assist the team with flight delays, cancellation situations and monitor progress of guest handling to ensure company’s image is protected and to limit the damage caused because of the irregularity.
• Dispatching all required operational information to Head office daily, weekly and monthly. (FHR, MSR, Passenger refusals, offloading, deportees, Go Shows)
• Achieving targets given by management in operational aspect. Such as on time performance and excess baggage income.
• Assisting customers and Visa check team (HUB) on visa requirements and queries.
• Handling reservations & Issuing tickets.
• Handling tele customer inquiries.
• Issuing group tickets & checking the daily sales Report in order to plan & achieve monthly targets.
• Marketing our product among inter companies and corporate customers.
• Assisting the superiors and sales team in the events of promoting our services.
• Assisting the customers in visa requirements.
• Handling hotel bookings (Sri Lanka & Maldives), transportation and inbound tours.
(Mainly the requirements are from overseas travel agents. Etc. Czech Republic, China, UK, Italy, Australia, India and Latvia).
• Pricing tour packages.
• Responsible for entire accounts payable to vendors. Process all payments in accordance with the payment procedures and accounting policies.
• Interpreting, analyzing and summarizing forecasted financial information to the senior management team.
• Supporting the event management team in their requirements (Accommodation, Transportation & excursions for the participants) - Some of the main events we did were Indoor cricket world cup 2005 & Australian Gemological conference 2006
Successfully completed a Diploma in Airport Ramp Operations conducted by IATA in 2013.
• Successfully completed a Diploma in Airport Operations conducted by IATA in 2011.
• Completed the Airline Ticketing & Reservation Diploma in year 2004. (International Airline Ticketing Academy) Colombo, Sri Lanka.