The Ugandan Jobline

Job Title:   Passenger Services Supervisor

Organisation: Uganda
National Airlines Company Limited

Duty Station: Entebbe, Uganda

Reports to: Duty
Manager

About US:

Uganda Airlines is
the flag carrier of Uganda. The company is a revival of the older Uganda
Airlines which operated from 1977 until 2001. It began flying in August 2019.

Job Summary:
The Passenger Services Supervisor will be responsible for providing up-to-date
information and excellent customer services to all Uganda Airlines passengers.
S/he will ensure the provision of information that is consistent with safety,
customer service policies and security standards of Uganda Airlines so as to
ensure a safe, seamless and efficient airport operation. Additionally, s/he
will ensure and maintain a healthy, Safe, Secure and Cost-effective operation
for Uganda Airlines operations, in compliance with the relevant industry
regulatory and legislative requirements, company procedures, and regulatory
authorities. S/he will deliver focused, high-quality customer service by
leading and supervising the customer service’s agent team and/or Ground
Handling Agents.

Key Duties and Responsibilities:  

·       
Embrace
and maintain a positive safety culture, a healthy and secure working environment
in passenger services in compliance with relevant legislative and industry
standards.

·       
Identify
and report hazards, near misses, incidents, and accidents.

·       
Oversee
the provision of efficient, high-quality customer service delivery in day to
day operations for Uganda National Airlines according to the agreed Service
Level Agreements and Company Policies in order to delight the customer and
improve the overall customer experience at EBB Hub.

·       
Consult,
communicate and disseminate information as appropriate to passengers, staff and
third-party service providers in order to eliminate lapses in service delivery
resulting from lack of information.

·       
Maintain
a good relationship with other airlines and airport stakeholders to facilitate
the smooth operations of Uganda Airlines.

·       
Ensure
the smooth and effective transfer of passengers at EBB Hub.

·       
Implement
departure and arrival processes in strict compliance and in accordance with the
laid down safety and security procedures and in a timely manner in order to
guarantee consistency in punctuality (OTP, baggage delivery, Meeting and
escorting passengers to/from flights, passenger screening/profiling).

·       
Adhere
to laid down procedures that will enhance accurate flight reconciliation and
post-departure transmission of messages.

·       
Maximize
revenue through the collection of excess baggage charges, change of reservation
charges, while maintaining high-quality customer service at all touchpoints.

·       
Promote
cost control awareness amongst the team.

·       
Conduct
quality spot checks to ensure compliance with safety and security procedures,
service standards and recommended practices.

·       
Lead,
motivate and develop staff while ensuring discipline and grooming standards
among Passenger Services Agents.

·       
Brief
GHA staff and plan the efficient allocation of tasks and resources in liaison
with the Station Manager.

·       
Ascertain
that all systems, equipment, and stationery are in working condition and
readily available respectively for efficient delivery of passenger handling
services in all customer touchpoints.

·       
Ascertain
efficient procedures and best practices in document verification in order to
minimize risks to the airline without compromising on customer service
standards.

·       
Complete
various post-flight activities such as Total Load Summary (TLS), reconciliation
of flight coupons and assemble flight files so that any future queries can be
dealt with.

·       
Ensure
that corrective action is taken by the GHA in respect of any AHL or OHD on the
flight and ensure that subsequent follow-up action is taken and that passengers
are kept informed.

·       
Cover
duties as directed from time to time by the Station Manager.

Qualifications, Skills and Experience:

·       
The
ideal applicant for the Uganda Airlines Passenger Services Supervisor job must
be a University graduate or relevant Higher Diploma with experience in an
all-round airport handling operation with relevant experience in a supervisory
role.

·       
At least
3 – 5 years’ relevant experience in a similar role with a reputable airline or
reputable ground handling company.

·       
Airside
Safety Training.

·       
Aviation
Safety Awareness Training.

·       
IATA
Dangerous Goods Awareness Training.

·       
Aviation
Safety and Security Awareness Training.

·       
ICAO
Safety Management Systems (SMS) Awareness Training.

·       
Airport
Operations Experience

·       
Ability
to manage and develop staff.

·       
Good
computer knowledge.

·       
Revenue
and cost-sensitive.

·       
Foreign
language, an added advantage.

Competencies

·       
Airline
passenger handling training.

·       
Good
report writing skills.

·       
Judgment
and decision-making skills.

·       
Customer-focused
and hospitable.

·       
Cool,
pleasant and approachable personality.

·       
High
integrity and influencing skills.

·       
Well-groomed.

·       
Attention
to detail and quality.

·       
Team
player.

·       
Ability
to lead, guide, motivate a team and make decisions.

·       
Excellent
communication and interpersonal skills.

·       
Cross-culture
sensitivity and respect.

·       
Confident,
decisive and proactive.

·       
Ability
to work well for long hours under pressure including shift work pattern.

·       
Creative
and innovative.

·       
Self-driven.

How to Apply:

Application letters,
complete with Curriculum Vitae giving two (2) referees, and copies of academic
and professional certificates with one passport size photograph (one full size
photograph for Cabin Crew applicants) should be submitted online at the link
below

Click
Here  or by post
quoting the Job Reference number accordingly.

Applications should
be addressed to:

The Manager Human
Resources.

Uganda National
Airlines Company Ltd.

P.O. Box 431,
Entebbe, Uganda.

Only successful
applicants will be contacted

Deadline: 27th March 2020 

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