Would You Like To Be A Duty Officer For Kenya Airways?
As the responsible officer at the station, overseeing the day to day operations in consultation with the Station Manager whilst ensuring implementation of the station management system.
By delegation of authority, ensure a safe, healthy and secure ground services operation at the station in compliance with regulatory requirements, company policies, and the local airport authority while in the temporary assignment
Monitor that standards of punctuality and customer service are delivered by third parties as per contract and Service Level agreement and in accordance with the company policies and procedures and relevant regulatory authorities.
Oversee efficient passenger handling at check-in, boarding, and arrivals for positive pleasant customer experience and ensure achievement of passenger satisfaction and comfort.
In the absence of the Station Manager, liaise with relevant authorities and ensure conformity with all regulatory requirements, organization standards, and local procedures and represent Kenya Airways at AOC meetings to address airport facilitation issues.
Direct, Monitor and control the departure process for the on-time departure of flights within the established safety and security procedures.
Conduct internal audit/spot checks to ensure compliance with safety and security procedures, service standards and recommended practices.
To foster and maintain a good working relationship with other airlines and airport stakeholders to facilitate smooth KQ operations.
Plan, brief, supervise and ensure efficient allocation of tasks and responsibilities to staff for optimal shift performance.
Carry through effective service recovery actions with regards to service delivery issues and OTI’s
Consult, communicate and disseminate information as appropriate to passengers, staff and third-party service providers to eliminate lapses in service delivery/recovery
Prepare and file regular flight handling and other reports for effective management information/missing baggage.
Where necessary, file and retain the flight plan to comply with legal and company requirements to ensure aircraft operations safety
Identify and report hazards, near misses, incident, and accidents as well as maintaining a station risk register to promote a healthy working environment and maintain a positive safety and security culture
Deputize the station manager when he/she is out of Station/out of duty.
Ensure implementation of KQ WAY best practice at the station
Promote company image to enhance public relations and customer loyalty
For issues related to service to/from the United States, refer all disability and consumer-related complaints to the appropriate department so that they may be handled according to the requirements of 14 C.F.R. Part 382 and/or 14 C.F.R. Part 259. The U.S. Department of Transportation has strict rules for responding to consumer complaints, and non-compliance can lead to monetary penalties.
Knowledge, Skills & Experience
University degree or relevant Higher Diploma with experience in all round airport handling with at least 3yrs in Supervisory role.
Excellent negotiation skills
Strong analytical skills
Excellent communication and interpersonal skills
Foreign language is an added advantage.
Safety Management System (SMS) Awareness
Airside Safety -Initial
Aviation Security -Initial
KQ – Dangerous Goods Regulations Category 10 (CAT 10)
Station/Ground Handling Management (IATA) or equivalent