Job Description
Job Responsibilities 1
Passenger Journey & Service Performance Ownership
Own delivery of passenger services across check‑in, boarding, arrival, transfer, and special assistance processes, ensuring consistency and compliance.
Operational Readiness & Service Continuity
Ensure passenger services remain fully operational during peak demand, disruptions, and irregular operations, minimising service breakdowns.
Aviation & Security Compliance Governance
Ensure passenger service activities comply with aviation security requirements, airport rules, and authority procedures.
Service Quality & Experience Management
Define and enforce service standards that balance efficiency, safety, and customer satisfaction.
Resource Planning & Workforce Governance
Lead planning and deployment of passenger service resources to meet operational demand and airline requirements.
Stakeholder Coordination & Airline Interface
Serve as primary operational interface with airlines, airport operations, and security stakeholders on passenger service execution.
Incident Management & Escalation Control
Lead response to service disruptions, passenger issues, and operational incidents affecting passenger processing.