Job Description
The job is part of the Premium Guest Services leadership team within our International & Cargo Division. You will support and develop a team of Premium Service agents to deliver a safe and first class airport and lounge experience to our Premium Customers. In addition, you will have responsibility which can include training, administration and identified projects. .
Your main responsibilities in this role include the following:
Duties and Responsibilities
Health & Safety
maintain and promote the Company H & S policies and procedures
report all accidents and injuries to the Duty Manager at the earliest opportunity
report all faulty or hazardous equipment to the relevant authority
be responsible for stopping any dangerous practices or behaviors and documenting any resulting corrective actions
report unresolved dangerous practices or equipment to the Duty Manager
conduct the initial employee injury investigations and report findings to the Premium Guest Services Duty Manager for their analysis and further investigation
participate in the Premium Guest Services safety meetings
complete the required number of safety observations per month and enter into the PFS system
Leading & Managing Others (an identified group of Premium Guest Service Agents)
be responsible for attendance and performance
ensure effective return to work interviews are conducted on return from sick leave
provide feedback on a regular basis including coaching & counseling
conduct investigations and first level disciplinaries
seek guidance and support from HR on employee issues
conduct annual performance reviews
identify training needs and liaise with management on further action
ensure training compliance
take an active part in recruitment and induction of new hires
monitor all aspects of the Premium Customer experience and allocate resource to ensure correct staffing levels are maintained at all times
alert the Duty Manager of any shortfall in staffing levels that may cause an adverse effect on the Premium Guest Services operation
monitor the service levels received from contractors, and provide constructive feedback to the Duty Manager on service failures
monitor the teams membership sales, excess baggage collections and T-REX overrides if applicable
attend meetings when requested To proactively support Premium Guest Services and CEL initiatives
Operational cover
To support daily operations within the department in any capacity required
provide and ensure the best possible level of Premium Guest Services at all times
resolve Premium Guest Services and operational problems
report PRM service failures to BAA and Duty Manager
prepare and deliver agent operational briefings
monitor and ensure premium service standards are meet by all contractors
monitor, document and take corrective action on Soleil tracking errors, ATAC discrepancies, code 35 & 39 baggage mishandlings and Immigration fines
ensure Premium contact points are adequately maintained
ensure the appearance of our facilities and Premium contact points is to an acceptable standard, this includes all areas of the Admirals Club, Flagship and Arrivals Lounges
Administration
assist with compiling the departments’ rosters and obtain Duty Manager sign off before publication
prepare the departments’ daily work sheets
check staffing levels in all work areas before requesting the allocation of overtime from a Duty Manager
monitor and maintain accurate records for shift changes and vacation bids
check the daily exception log and notify the relevant Team Leader of any attendance issues
compile the month end reports for Duty Manager
be responsible for overseeing all supplies and relevant stock control
be responsible for lounge, food and beverage and general supplies and advising any shortages to Premium Guest Services Duty Manager. To monitor all stock levels
Training
be responsible for identifying Agent training requirements throughout the department
be responsible for reviewing and adapting existing training courses or designing new courses
deliver new hire familiarization training
support the Acting Operational Coordinator training
deliver on the job training as and when required
ensure 100% compliance on required training is achieved within the Agent group
identify non-compliance to the relevant manager
monitor station training compliance and report findings to Duty Manager
liaise with FSU as and when required
Projects
take ownership and lead on specifically identified projects
carry out any other reasonable duties consistent with the post.
Job Requirements
Hold a valid BAA airside pass
Completed GSAT training
Excellent SABRE skills in all areas of Premium Guest Services or willingness to learn
Completed LCRO training
Be in possession of a valid DVLA driving license the post holder will be expected to hold a valid BAA driving license
Proven experience or ability to effectively manage people
Ability to effectively manage and resolve workplace conflict
Knowledge and understanding of Company’s policies & procedures
Strong interpersonal skills
Strong customer focus
Strong administration and organizational skills
Excellent communication skills (written, listening and verbal English)
Ability to maintain confidentiality and be respectful of opposing views and opinions
Ability to multi-task and prioritize demanding and conflicting workloads
Ability to work independently using own initiative and demonstrate a solution orientated approach
Be a team player
Ability to deal with difficult discussions sensitively and effectively
Good computer skills (Word, Excel, PowerPoint, Outlook)
Have a reliable and flexible approach to working hours (weekends, bank holidays, early and late start and finish times)
Confidence, ability to build credibility and working relationships
Ability to work under pressure with minimum supervision
Willingness to engage in further development
Show adaptability and have a willingness to change
Previous leadership/supervisory experience
Knowledge of the Health and Safety Regulations
Previous experience of devising and delivering training
Previous experience of managing projects
Desirable Qualifications
Job Details
Company: American Airlines
Employment Type: Full-time
Job Location: London, United kingdom
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