Airport Duty Officer - Karachi

Job Summary
We are seeking a highly organized and proactive Ground Handling Supervisor to oversee all customer service operations at the airport, including Check-in, Departure Gate, Transit, and Arrival areas. This role requires ensuring that all functions are executed accurately, efficiently, and to the highest standards while maintaining compliance with company policies and regulatory requirements. The successful candidate will lead and coordinate staff, manage passenger irregularities, and foster strong relationships with various airport stakeholders to deliver exceptional service.

Key Responsibilities
- Supervise all customer handling zones such as Check-in, Departure Gate, Transit, and Arrival, ensuring timely and precise execution of duties.
- Assign pre-flight responsibilities to team members and conduct de-briefings to address any discrepancies or issues encountered.
- Direct Check-in staff in managing passenger irregularities, including handling invalid travel documents and denied boarding situations.
- Oversee the management of excess baggage charges, making informed decisions on when to charge or waive fees.
- Guide staff through procedures related to downgrading or offloading passengers, ensuring proper communication and updates.
- Build and maintain strong working relationships with customs, immigration, security, police, medical services, cargo handlers, ground transport, catering, duty-free shops, courier companies, tour operators, and airline personnel.
- Ensure strict compliance with company and local policies regarding delayed services and provide assistance to affected passengers.
- Monitor and evaluate the performance of handling agents to guarantee adherence to company standards and contractual obligations.
- Enforce company safety and security protocols rigorously across all operations.
- Manage lost, found, or damaged baggage cases in accordance with company regulations and within specified timeframes.
- Ensure staff maintain a professional appearance by adhering to uniform standards during shifts.
- Maintain adequate inventory of stationery supplies and oversee their proper distribution among staff.
- Deliver high-quality service to VIPs and unaccompanied minors, coordinating closely with Lounge staff as needed.
- Communicate with Duty and Airport Managers regarding equipment upgrades, particularly in situations involving overbooking.
- Liaise with the Airport Support Unit and Worldwide Customer Care Center (WWCC) to update Virtual Coupon Records for passenger misconnections and rerouting.
- Monitor catering requirements and provide timely updates to the catering unit to minimize waste.
- Motivate Ground Handling Agent staff to actively promote and sell ancillary services to increase revenue.
- Provide daily briefings to Duty and Airport Managers on Ground Handling Agent performance and any operational shortfalls.
- Oversee ramp activities to ensure smooth ground operations.
- Review Ground Safety Reports and collaborate with the Airport Manager to implement corrective actions when necessary.
- Perform any additional duties assigned by the Airport Manager to support airport operations.

Required Qualifications
- Proven experience in airport ground handling or customer service supervision roles.
- Strong leadership skills with the ability to manage and motivate diverse teams.
- Excellent communication and interpersonal skills to liaise effectively with internal teams and external stakeholders.
- Sound knowledge of airport operations, safety regulations, and passenger handling procedures.
- Ability to make quick, informed decisions in high-pressure situations.
- Proficiency in managing operational documentation and reporting.
- Commitment to maintaining high standards of customer service and compliance.

Preferred Qualifications and Benefits
- Previous experience working with multiple airport departments and external agencies.
- Familiarity with airline policies on baggage handling, denied boarding, and passenger irregularities.
- Experience in revenue generation through ancillary sales is an advantage.
- Opportunity to work in a dynamic airport environment with exposure to various operational facets.
- Supportive management and a collaborative team culture.

This role offers a challenging and rewarding opportunity to contribute to seamless airport operations and exceptional passenger experiences. If you are a dedicated professional with a passion for airport ground handling excellence, we encourage you to apply.