Airlines - Ground Staff

Description:

The Duty Station Manager is responsible for the safe, economic, punctual and customer orientated planning, performance and continual assessment of service delivery at the station during his/her shifts. This includes appraisal of quality parameters and the optimization of processes and procedures as locally mandated by the (Deputy) Station Manager.

He/she deputizes for the (Deputy) Station Manager in all areas of responsibility which may arise during the course of airport operations, including the representation of Lufthansa Group carriers at Air Operation Certificators or similar institutions as locally defined.

He/she is physically present during the operations and overlooks on-site the most critical processes.

The Duty Station Manager ensures a feeling of warm hospitality and a welcoming atmosphere for the Lufthansa Group guests by best example

Dependent on the assignment focus the tasks include the following:

Customer and Operational Processes:

Create a welcoming atmosphere and personal touch at all points of customer contact with special attention to premium customers
Support proactively the development and modification of processes and procedures with the aim of improving quality, service, efficiency and effectiveness and ensure their implementation
Ensure that the Lufthansa Group product philosophy and core values are known and lived by all – internal and external - members of staff
Plan for and ensure that irregularities are always handled in accordance with customer, economic and legal considerations
Report any flight handling irregularities to Lufthansa Group management as locally defined
Monitor and ensure compliance of activities concerning customer handling (for example HON service, EU 261 regulation, hotel, transportation and meals)
Support or trouble shoot all station related processes
Support at other airports as required

Quality and Provider Management:

Ensure achievement of all quality targets / Key Performance Indicators and initiate corrective actions if deviations occur and strive for consistent quality and service improvements
Ensure that service level agreements are adhered to by all providers
Foster quality awareness throughout daily operation and ensure proper training for all team members
Provide timely and systematic feedback to the providers on their performance and escalate to the (Deputy) Station Manager in case of necessity
Coordinate the activities of service providers to ensure smooth operations, for example caterers, aircraft loaders, cabin cleaning personnel, security, GLC etcetera and intervene in case of shortcomings
Responsible for specified resource planning up to given limits (for example flight schedule changes)
Ad hoc liaison with Federal, State and Local authorities and airport operators in regards to regulations and/or practices directly effecting day-to-day operations
Coordinate audits by the Lufthansa Group carriers and responsible for setting respective corrective actions in case of non-conformities

Administrative Duties:

Maintain regular communication and feedback with Lufthansa Group management about all handling aspects as locally defined
Take action on all communication addressed to Lufthansa Group
Daily check of flight status and preparation of special features
Provide feedback to inquiries and reports
Check and sign carrier’s invoices and initiate and request any possible corrections and credit (if delegated)
Provide feedback to central accounting centres when problems arise with airport related expenses
Ensure that all manuals and local instructions are maintained and up to date
Monitor usage of materials and stocks, order material
Ensure complete and proper handling of all station matters in the absence of the (Deputy) Station Manager
Complaint management to feedback received by customers and staff according to carriers requirements

Safety / Security / Legal:

Ensure that all aspects of the ground handling operation are in accordance at all times with:
1. Safety regulations
2. Security regulations
3. Legal regulations
Responsible for ensuring adherence to and proper documentation of checks performed under the station operations surveillance concept
Maintain the local Station Emergency Response Plan and take the role of the Emergency Coordinator
Ensure reporting requirements as published in the Lufthansa Group -manuals and setting corrective measures in case of non-conformity-reports by the carrier
Ensure implementation of the (SMS)-requirements according to the Lufthansa Group -carriers requirements
Cost Management:

Ensure a cost efficient ground handling operation without any compromise to safety standards
Actively pursue saving potentials
Assist with budget planning and controlling
Monitor catering, VDB/DBC, SOKO processes while ensuring that these, as well as baggage delivery and hotels in case of irregularities, are optimized to avoid extra expenses
Safeguarding company property for example tools, communication means
People Management:

He/she has disciplinary and functional responsibility for the staff members allocated to his/her shift.
Manage individual staff performance via appraisals and period feedback discussions
Together with the (Deputy) Station Manager identify and support handling agent candidates with potential for further professional development
Ensure that the appearance of Lufthansa Group dedicated staff at the airport corresponds to Lufthansa Group Standards
The Duty Manager has to be present frontline, wearing a Lufthansa Group uniform and giving a balanced priority to focus on simultaneous problems or irregularities
*Participate in other duties and projects as assigned or requested.

Requirements:

Your profile
Education:

High school certificate, A-Level / Abitur or equivalent required
Bachelor Defree desirable
Professional Experience:

Several years of work experience required in passenger service and aircraft handling
Leadership experience desirable
Technical Competencies:

Fluent English, both wiritten and spoken
Knowledge of German desirable
Successful completion of Training in Passenger Service and Aircraft Handling (including DCS systems)
Valid Operations Qualification (if Station Surveillance tasks are performed) preferred
Successful completion of Leadership Training
Successful completion of Crisis Communication Training
Knowledge of Emergency Response (SERP) planning
Knowledge of LEAN methodology preferred
Personal Skills:

Strong Entrepreneurial / commercial mindset
Strong Ability to manage complexity
Excellent Independent and proactive approach
Excellent Attention to quality and detail
Strong Decisiveness
Excellent Problem solving / solution oriented
Excellent Service / Customer Orientation
Strong Innovative and open to change
Strong Leadership skills
Excellent Communication skills (verbal and written) / Interpersonal skills
Excellent Intercultural competence
Excellent Conflict management skills
Strong Cooperation skills/Team player
Excellent Structured / systematic approach/Process orientation
Excellent Professional and confident manner
Excellent Well groomed appearance

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