Supervisor - Airport Services (UAE National Only)

MAIN OBJECTIVE OF ROLE

To oversee and coordinate the activities of airport services agents and appointed ground handler to ensure consistent delivery of high-quality service to flydubai passengers in respect of check-in, boarding, special services, ramp operations and baggage services.

KEY RESPONSIBILITIES

• Organizes allocation of agents to check‑in, Departures/Transfer, Ramp or Arrivals on a rotating basis and provide briefings on a shift‑by‑shift basis.
• Sets up check‑in area and ensure correct allocation of desks, manpower and other resources, monitoring activities of flydubai and Ground Handling Agents (GHA).
• Monitors passenger flow and queue times providing assistance and adjusting desk allocation as required, including liaison with immigration, Security and DA terminal management.
• Oversees passenger and ramp handling to achieve and maintain the highest customer service standards and ensure proper enforcement of flight opening/closure times, baggage policies, Credit Checks and documentation requirements.
• Ensures the consistent application of the company’s commercial, safety, and security standards, policies, and procedures, while providing support, leadership, and coaching to frontline staff to facilitate the smooth and efficient processing of all passengers.
• Provides assistance and information to passengers and stakeholders as necessary.
• Liaises with Network Control Centre (NCC), GHA and relevant stakeholders to organize staff to ensure timely commencement and close out of boarding process and assist passengers in case of delays or disruptions to ensure smooth operations and communication.
• Assist passenger progress through security, immigration and transfer areas and assist with baggage and flight connections and provide assistance with passenger arrivals and baggage reclaims process.
• Ensures safe passenger embarkation and disembarkation processes and monitor turn‑round handling and baggage handling activities within company/regulatory safety and security regulations.
• Checks post‑flight documents, telex, and prepares accurate reports and check sheet for accounting purposes.
• Monitors Service Partners/Providers performance against flydubai’s SLAs and ensure they are adhering to safety and security regulations and to flydubai processes and procedures.
• Monitors, examines, investigates and reports any discrepancies, irregularities or operational problems (e.g. delays) in day‑to‑day activities and identify & implement solutions.
• Responds to queries from other stations, handling agents and government authorities in a timely and professional manner.
• Controls all ground handling costs to ensure FZ operations are managed cost‑effectively and efficiently.

QUALIFICATIONS

• Bachelor's Degree (3+ years)
• Fluent in English
• Years with qualifications: 0-2 years

COMPETENCIES

• Customer Focus
• Teamwork
• Effective Communication
• Personal Accountability & Commitment to achieve
• Resilience & Flexibility (Can do attitude)
• Inspiring & Developing Others

ISR REQUIREMENTS

Reads and complies with the ISR policies of the Company and diligently reports any weakness or incidents to the respective Line Manager or the Information Security team. Completes all required ISR awareness sessions and follows associated guidelines in the day‑to‑day business operations.