Duty Officer
National aviation services
مجموع سنوات الخبرة :19 years, 1 أشهر
-Supervise the staff on the shift to ensure smooth operation of the meet and assit service as per the standards of the company.
-Handle any challenging situations faced by the staff from customers or authorities and ensure it is solved or escalated through the proper channels.
-Direct the agents on possible selling opportunities and how to achieve them.
-Sell the meet and assist service and other services provided to the passengers and customers to contribute to the team efforts to meet the monthly sales quotas.
-Create strong relationships with Authorities, airlines personnel and various airport personnel to help in insuring that agents have no difficulties completing their duties.
-Establish a good relationship with clients to convert them to loyal and repeated customers.
-Constantly provide reminders to agents about the customer service quality and level required and conduct spot checks to monitor performance.
-Prepare, maintain, and submit reports to the management such as sales transactions report, operational(unusual incidents, shift report etc) and personnel(attendance, etc) .
-Evaluate the staff performance regularly and provide an overall fair and accurate evaluation at the end of the year.
-Perform additional task as assigned by the management.
-Responsible for reporting to the superiors occurrences, events, violations and acts that may affect safety, security and the company reputation.
Oversees policy and operational matters of the CS unit on the shift.
Ensuring the high standards of CS personnel of the shift (includes audits).
Assist in proving staff performance to the line manager.
Coach and motivate the team.
Ensuring that customer feedback and issues are attended to promptly.
Ensuring the proper handover between shifts.
Provide ongoing feedback to the terminal operations manager on recurring discrepancies/ staff/equipment issues through daily operational reports
Identify and manage problem areas within the operation, whilst insuring that safety, security and costs are maintained at acceptable levels.
Develop and maintain excellent relationships with internal/external departments such as ADAS, police, immigration, airlines representatives, EY duty managers, customer service unit to insure facilitation of the operational needs
Investigate and provide recommendations on operational discrepancies/systems breakdowns etc on the shift.
Provide ongoing feedback to the Head of Terminals operations or terminal operations manager on recurring discrepancies/ staff/equipment issues through daily operational reports.
Liaise with internal/external recourses (immigration, police, ADAS, etc) to facilitate the requirement of the operation.
Organize and lead ground resources to improve the efficiency and effectiveness of airport operations and provide accurate and in-depth ground knowledge to support senior management.
Manage passenger and agencies feedback and identify new service initiatives to help ADAC stay ahead of competition.
• Abu Dhabi Airport Company (outsourced by Sawaeed Employment LLC) - Jul/07 to Nov/08
✓ Customer Service Supervisor
✓ Same duties and responsibilities were performed as mentioned above.
• Al Raha Beach Hotel - Aug/06 to Jul/07, As Restaurant team Leader my responsibilities were: -
✓ Supervision of the staff in the shift.
✓ Assigning the daily tasks and duties.
✓ Briefing on the daily happenings.
✓ Budget orienting.
✓ Dealing with guest complaints.
✓ Assisting the manager in trainings and coaching the staff.
✓ Maintaining the standard procedures during the operations.
• Emirates palace hotel -Dec/2004 to June/2006
✓ Same duties and responsibilities were performed as mentioned above.
Trainings: • Completed numerous courses and seminars in Customer service,
• sales strategies,
• inventory control,
• loss prevention,
• time management,
• Leadership and supervisory skills.
• Train the trainer Module.
• performance assessment
• Food safety and food Hygiene.
• Fire and safety courses.
• Risk assessment.
Achievements