Job Description

MAIN OBJECTIVE OF ROLE:
To provide exceptional customer services to our business class passengers in respect of check-in, boarding gates, special services, ramp operations and baggage services through each step they pass in the airport with smooth and efficient processing of all Business class passengers.

KEY RESPONSIBILITIES:
Provides a welcome service to our business passengers at Check-in, and at other customer service touch points such as skywards members and assist in smoothing the customer journey through the airport. Ensures the highest levels of customer satisfaction using the business class product by mitigating and resolving on site issues which might impact customer experience at Dubai airport in the areas of Check-in, Lounge, Departures/Transfers or Arrivals (on a rotation basis). Assists Business customers during flight irregularities, disruptions and coordinating communication with affected passengers to ensure passenger experience remains positive in all touch points. Receives and reviews feedback on a continuous basis through surveys with business class and skywards passengers in different touch point such us check-in, lounge, boarding gates, and report this to the airport management to make sure the airline continues improve the customer experience of the business passengers. Ensures that all post flights activity is completed correctly including flight and related reporting such as flight handling report. Liaises with other stakeholders such as outstations, ground handling, police, etc. in flydubai network for special handling requests and coordination during flight irregularities. Monitors passenger flow and queue times providing assistance in Check-in, Lounge, Departures/Transfers or Arrivals with an aim to minimize waiting and processing times. Liaises with all stakeholders and assist business class passengers in case of delays or disruption. Implement company policies, processes and procedures based on the business class products rules. Delivers front of house services and maintains high-quality standard in the flydubai business lounge, assisting customer with resolving problems, assisting in re-routing during times of disruption, overseeing services provided by 3rd party suppliers in the lounge, Boarding Gates and checking-in passengers as required.

QUALIFICATIONS:
High School Diploma Airport Operations Fluent in English 4 - 6 years

COMPETENCIES:
Customer Focus Team work Effective Communication Personal Accountability & Commitment to achieve Resilience and Flexibility (Can do attitude)

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.