British Airways

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JOB DESCRIPTION

Job Title: Passenger Service Manager- Male' Airport
Company: British Airways Plc
Department: Customer Service Location: Male (MLE) Airport
Salary Package: To be discussed

Job Purpose

To manage entire BA turnaround operations to ensure all service and safety standards are met or exceeded. Instigate appropriate action when safety, security or customer service standards are compromised. Negotiate progressive improvement in customer facing processes through strategic and day-to-day liaison with suppliers.To coach and motivate the team and ensure that a passion for service is present at all times.

Dimensions

Manage a team of Customer Service Supervisors/TRCs

Interface with:

Government Authorities (e.g. Local and UK Immigration, Police, CAA, Embassies). Suppliers (e.g. GHA, GSA, Caterers, Refuellers).

Internal BA departments’ (e.g. Safety, Security and Finance Auditors, WWA, Ops Control, Commercial, Crew)

Principal Accountabilities

Simultaneously manage all day-to-day operational issues, including check-in, operations, safety and security, disruption handling and service recovery in accordance with corporate policy.

Be cognisant of and routinely promote the safety and security processes for each step of the aircraft turnaround. Ensure the correct practices are used. Be alert to potential threats and risks and instigate the appropriate course of action when safety and/or security has or is being compromised.

Proactively anticipate and circumvent disruption, delays or incidents e.g. weather, customer dissatisfaction, airport or civil infrastructure concerns.

Own and manage airport authority and supplier relationships on a daily basis and ensure that they deliver the products and services BA requires to perform effectively. Monitor and seek improvement to local Service Level Agreements. Performance- manages suppliers.

Remain fully qualified and licensed to lead shift teams. Maintain recency and up-to-date knowledge of operational issues/accountabilities. Should be able to perform TRC/CSS in a multi-functional team.

Provide focus on and develop customer handling procedures and performance. Hold regular meetings with service providers to extract highest possible delivery levels. Responsible for achievement of Customer Service Operational targets at airport including GPM, punctuality, baggage etc within agreed budget Manage SLA process and reviews.

Coach and train BA staff in soft and hard standards of customer interaction, products and brands, immigration fraud detection, denied boarding, profiling etc. Develop/train GHA staff where applicable.

Own the service style programme on station, engage, drive and support the training and actively encourage changes in behaviour/process.

Own Premium customer handling issues. Continuously seek differentiated product enhancements over competition and other cabins. Foster an environment that encourages customer loyalty at the airport.

Responsible for accurate updated LPMs, EU Ops Quality Management processes, security conformance and SOX Compliance in order to adhere to legal requirements. Accountable for successful safety/security/finance audits, both internal and external.

Own and manage local MHB processes on behalf of the station. Maintain regular communication with MEBs and support with local contingency during baggage disruption. Train and coach GHA staff to handle MHB situations as well as enlist cross-functional support at station level.

Accountable for the local arrivals product. Ensure timely activities and optimum representation. Seek and promote opportunities for premium differentiation and lobby airport authorities to drive improvement. Meet performance targets.

Own branding and marketing issues on behalf of the airport team. Cross-functional liaison. Lobby airport authorities to build on the BA brand, gain competitive advantage

Support the Airport Manager in preparing the preliminary airport annual budget, administer and manage airport business within the approved budget. Proactively seek opportunities to minimise airport costs (Cpwt) in line with International Customer Service policy and agreed variations driven by local conditions.

Own catering issues on behalf of the local station such as uplift and/or quality concerns. Caterer liaison and address any religious and cultural issues etc. Communicate concerns and issues to UK.

Own crewing processes and communications such as crew briefs, speedy and secure transfers between airport/hotel/airport. Responsible for crew administration and crew management liaison.

Manage BA or third-party lounge interests. Where applicable, control and regulate costs, usage, resourcing and catering provision. Achieve and seek to exceed GPM targets.

Implement customer service policy/process changes such as excess baggage, disability procedures, staff travel processes, customer activated check-in and compensation processes etc. Ensure training is arranged and delivered in a cost effective way. Responsible for ensuring policy/process changes in line with corporate standards on station through continuous review.

Ensure LPM is up-to-date pertaining to customer process/disruption procedures and consistent with the cluster. Ensure cross-functional engagement, to include conducting formal cross-functional reviews post disruption.

Detailed and extensive knowledge of both BA and Airport Authority Emergency Plans. Senior Reporting Official on station for delivery of contingency plans such as but not limited to EP, BCP and Delay & Disruption plans.

Be responsible for revenue collection/compensation streams such as excess baggage, DBC and ticket desk activity. Ensure SOX and Compcard procedures adhered to and collections are professionally executed. Address any shortfalls in GHA/GSA performance through appropriate channels e.g. Commercial. Understand, communicate and coach staff on EU and corporate compensation policies as necessary (baggage and customer).

Monitor externally observable competitor activity without breaching the spirit or wording of anti-competition laws or regulations. Feedback to Area Customer Service and Commercial team.

Own systems/IT issues. Co-ordinate DCS and system upgrades. Liaise with GHA/SITA/BA to achieve resolution of performance/cost concerns.

Drive e-systems development on station (OLCI, MMB, OBP). Actively seek opportunities to increase usage. Ensure CS staff fully up to date and trained

Establish and maintain excellent relationships with colleagues from other airlines expressly to facilitate mutual assistance in times of disruption and crisis.

Communicate business and commercial information to the BA team and relevant suppliers as appropriate. Update the local commercial and cargo teams with matters relating to Customer services.

Performance-manage assigned BA team members. Performance-manage in a meaningful way that recognises, rewards and motivates.

Establish effective links with Head Office key interface departments and local network for day-to-day operational issues.

Job Specific Capabilities And Experience

Skills (practised capability/behaviour)

• Influencing and negotiating skills to represent and promote BA’s best interests
• Crisis Management under extreme pressure
• Clear communication style
• Passion for Customer Service
• Prioritising skills
• Experienced people manager.
• Good interpersonal skills
• Energetic, resilient and willing to challenge
• IT literate
• Problem solving skills

Essential Qualifications (Academic/vocational)

• Minimum 3 years experience of airport operations and passenger interface.

Experience (On the job)

• Has managed in a culturally diverse environment.
• Effective and experienced people Manager.
• Evidence of change management.

Expertise (Specialist knowledge)

• Operational background specifically covering safety and compliance fields
• Experience of both industry and local regulatory and legal requirements and has managed conflicting priorities.
• Exposure to customer facing operations, crisis management and disruption handling.

Last date of application - 1st August –09
Please send your application to:jobs@job-maldives.com

Passenger Service Supervisor

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British Airways

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JOB DESCRIPTION


Job title: ..Passenger Service Supervisor
Company:...British Airways
Department:. Customer Service
Reports to: ..Passenger Service Manager
Location: .Male (MLE)
Salary Package: . To be discussed
Job Purpose

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To oversee BA turnaround operations on shift (ramp or customer facing) to ensure all service, security and safety standards are met or exceeded. Instigate appropriate action when safety, security or customer service is compromised.

Dimensions

Interface with:
Customers
Government Authorities (e.g. Local and UK Immigration, Police, Health, CAA, MND, Embassies).
Suppliers (e.g. GHA, GSA, Caterers, Refuellers).
Internal BA departments’ (e.g. Safety, Security and Finance Auditors, ICS, Ops Control, Commercial, Crew)

Principal Accountabilities


Customer Service Duties

• Manage GHA delivery on a daily basis according to BA procedures / standards and in accordance with the GHA contract and SLA
• Be cognisant of and routinely promote the security processes for each step in the customer experience. Act as security coordinator by ensuring the correct practices are used for the duration of the BA turnaround. Be alert to potential security threats and risks and instigate the appropriate course of action when security has or is being compromised.
• Support Customer Service team by checking tickets, passports and visas for any irregularities, validity and fraud. Accountable for ensuring immigration fines are not incurred
• Effectively deal with upgrades / downgrades and Denied Boarding Passengers. Manage compensation payments and documentation
• Manage customer service exception handling, e.g. excess baggage payments, waivers and ad hoc handling decisions. Proactively solve difficult CS situations, e.g. delays, baggage issues and conflict resolution.
• Establish and maintain good working relationships with customs, immigration, security, police, medical, cargo, ground transport, catering, duty free, courier companies, tour operators and other airline staff.
• Responsible for ensuring that mandatory AAA Baggage reconciliation procedures are followed without exception and that required paperwork is completed prior to aircraft pushback. In cases of discrepancy, take the necessary and immediate action to prevent aircraft departure.
• Liaise with both internal & external customers
• Responsible for supporting the CSM in the delivery of station contingency plans such as but not limited to EP, BCP and Station Delay & Disruption plans. Responsible for officiating as the Senior Station Reporting Official in the absence of the CSM.

Ramp Duties

• Manage operational activities during BA aircraft turnarounds including both internal and external agencies such as loading, fuelling, aircraft servicing etc. Anticipate, circumvent or manage any disruptions to these events. Provide timely communications to the BA team, Crew, CLC and Ops Control.
• Drive activity sequence to meet the station Precision Time Schedule. Proactively prompt and challenge suppliers to deliver within the agreed engagement times.
• Negotiate and coordinate between teams, departments and suppliers to optimise sequential performance and punctuality.
• Understand, interpret and prioritise operational, safety and performance standards. Ensure the turnaround activities are in compliance with corporate safety, security and operational procedures and are delivered according to SLA’s, local authority regulations and GHA contracts.
• Be cognisant of and routinely promote the safety processes for each servicing task. Act as safety coordinator by ensuring safe and secure practices are used for the duration of the BA turnaround. This includes, but is not limited to, ramp activities, liaison with crews, engineering and fuelling companies etc. Be alert to potential safety hazards and instigate the appropriate course of action when safety has or is being compromised.
• ‘Own’ the stand pre arrival through to post departure ensuring stand facilities are operative, equipment safely positioned before arrival, during aircraft engagement and pre departure. Check for FOD, PPE, Fire Extinguishers and that the ground vehicles and equipment are fit for service.
• Be responsible for the handing aircraft documentation to crews, including flight plans, met folders, load sheets etc. Conduct mandatory checks to ensure the documentation is for the correct flight, date and aircraft.
• Accept flight critical information from the crews, such as fuel figures and pass to appropriate agencies, such as CLC Hubs or fuelling contractors.
• Conduct periodic risk assessments as per the station risk assessment calendar and formulate a corrective action plan linked to the same
• Deputise as Shift Leader and therefore incident Reporting Official in the absence of a Duty ADM.
  

Core Experience, Skills & Capability Matrix

Skills (practised capability/behaviour)

• Customer focused with excellent customer service skills and a problem solving attitude
• Ability to work under extreme pressure and in a crisis.
• Focused on delivery
• Team motivation skills
• Clear, effective communication skills
• Culturally aware
• PC literate with knowledge of Word/Excel/DCS/Amadeus/BASICS/Compcard/WTS.
• Strong influencing skills
• Able to handle objections and take commercially sound decisions under pressure.
• Be able to work under minimal supervision within defined guidelines.

Essential Qualifications (Academic/vocational)

• Minimum 2 years experience of airport operations and passenger interface.

Experience (On the job)

• Customer service and operations
• BA network, policies and procedures
• Immigration documentation
• Basic aircraft awareness

Expertise (Specialist knowledge)

• Operational background specifically covering safety, security, compliance and TRC duties
• Exposure to customer facing operations, crisis management and disruption handling.

Last date of application - 1st August –09

Please send your application to: jobs@job-maldives.com

Passenger Service Manager

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Interview Questions For Teachers

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Interview questions for teachers are mixtures of behavioral and factual questions. It assesses the capabilities and aptitude of an aspiring teacher.

Teaching is believed to be one of the noblest professions. It is not enough to be intelligent. More importantly, teachers must have the passion and ability to impart knowledge to students.

A teacher is considered as the heart and soul of the class hence plays the critical role in nurturing the spirit of change and growth. Because of such a big responsibility, school administrators take time in selecting their teachers. They can partially assess an aspirant through a set of effective questions.

There are many people aspiring to be teachers. The schools are not wont of applicants wanting to be a part of their institution to impart their knowledge to students. However, teaching is not simply like that. Though it is given that a teacher must be learned to a certain extent, there are other important factors that must be considered also.

One is the personality of the applicant. Teachers basically deal with students, and therefore he should be able to handle teacher student relations very well. He also has colleagues to interact with, plus a few higher administrators. Therefore, a teacher should also learn how to be team player.

To initially assess an applicant, there are questionnaires handed out to those who want to be teachers. The set of questions include the past teaching experiences of an applicant. It asks the levels of subject taught previously, number of years and location of previous teaching jobs. It also discusses the most challenging, rewarding experiences of teaching.

The next set of questions can be about instructional skills. This includes discussion of the best lesson taught and new teaching ideas applied. One may also discuss new teaching demonstrations and alternative teaching skills or concepts. Candidates are also asked to present technique on how to deal with unmotivated students or when half of the class is not performing well.

Technology skills will also be tackled. Teachers are expected to be knowledgeable with computers and other technical tools as modern aids in teaching.

A teacher’s planning skills will also be tested. It gauges how organized he is. He should be able to tailor fit lesson plans for the entire school year in advance. The trial lesson plan he will draft will be presented to the board to analyze the working habits of the teacher to be, as well as to see if his lessons are in line with the mission vision of the school.

Classroom Management and Discipline section deals with handling challenging situations inside the classroom. It also checks how a teacher implements rules and disciplines students. One of the topmost issues is how to handle sudden inappropriate behaviors of students.

A candidate must be able to discuss extensively his field of expertise. It encompasses the materials and tests used in class. Some schools will also require a mock teaching to see how effective an applicant communicates the lessons to the students.

There are also qualifying questions dealing with interrelationships with colleagues, parents and students. Teachers interact not only with students, but also with fellow teachers and students’ parents.

Part of the questions also deals with personal and background information of the applicant. It gauges the behavioral strengths and weaknesses of a person. The administration will opt for teachers that will affect students positively.

About the Author: For more information on Most asked Questions and Phone Interview Questions please visit our website.http://www.interviewquestions.biz/mostasked.htm and http://www.interviewquestions.biz/phone.htm
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