The Emirates Group is a highly profitable business with a turnover of approximately US$ 12 billion and over 50,000 employees. The Group comprises of Dnata, the successful Airport Ground Services and Travel Industry division, and Emirates, the Group's rapidly expanding and award winning international Airline. Emirates global network now sees it flying to over 110 destinations across 6 continents, operating a modern fleet of over 150 wide-bodied aircraft. Today the Airline has orders worth over US$ 68 billion for 200 more of the latest aircraft, with plans to operate to many more destinations in the months and years ahead. Essential to our continued business success as we expand will be the ongoing employment of high quality people to join our multi-cultural team of over 150 nationalities. Dubai, a tourism centre and modern cosmopolitan city with high standards of healthcare, education and leisure pursuits for residents offers those we hire one of the most desirable lifestyle locations in the world. In addition to lifestyle and tax free salary benefits, the Emirates Group also offers professional development opportunities to help employees develop new skills and grow their careers successfully. Discover your future!
The Position: To provide a quality service to EK and Code share passengers in respect to check-in, boarding, special services and baggage services as per company commercial and safety standards and procedures so that EK and code share passengers and their baggage are handed in a consistent and efficient manner.
Handles arriving Rush bags from EK and OAL flights, ensuring that the owners in Dubai are contacted to advise them of delivery arrangements and then makes those arrangements with the transport company to deliver on a cost effective basis after liaising with customs.
Helps the passengers who arrive at the land side desk to collect bags, escorts them to the airside area, locates the baggage and hands it over to its owner against a signature, then closes the file in the system.
Handle the Telephone calls received at EK Baggage Services Call Centre, deal with passenger professionally and assist the passenger by providing correct and timely information.
Ascertain the handling requirements of the various categories of passengers (e.g. unaccompanied minors, wheelchair, elderly and incapacitated etc.) then ensures that appropriate special services and facilities are provided to meet the special services requirements of the customers.
Provide cover for role above when operational requirements demand this i.e. 'Act Up'
Baggage Services:
Checks messages from outstations relating to short shipped baggage and ensures that those passengers who are affected are notified as soon as they reach the baggage arrival carousels, then escorts or directs passengers to the Baggage Services Office where necessary and assists with the raising of Property Irregularity reports, the issuance of Interim relief payments and/or overnight kits and the restoration of items left on board aircraft, so that passengers are not kept waiting unnecessarily.
Monitors baggage delivery performance against agreed standards, keeping passengers informed about any delays or irregularities with their baggage, so that a positive image of our ground product is maintained in the eyes of EK passengers
Co-ordinates with DNATA Ground Operations concerning the return of checked in bags to passengers who have been offloaded, the re-tagging to final destination of short tagged baggage to DXB, the return of baggage for those passengers who decide to break their journey in Dubai for STPC or DBB and the dispatch of rush baggage on other flights, so that bags are restored to their owners quickly.
Monitor unclaimed baggage and ensures that details are quickly updated in World Tracer and that OHD (on hand) stickers are attached to these bags, contents/inventory checked and OHD file updated and placed in the baggage store where necessary, so that they can be restored to their rightful owners or to the outstations as quickly as possible.
General Objectives:
To provide our customers both internal and external, with the best services. I will do my best:
- To cheerfully greet every customer with a smile, 100 % of the time.
- To ensure that, I receive no valid complaints from Emirates customer about the quality of services.
- To maintain Emirates professional image by adhering to all applicable corporate grooming guidelines.
- To deal professionally with my peers and managers.
Check-in / boarding:
Fully adhere to all operational procedures (SOP) with regards to travel, immigration and safety regulations.
Identify and meet the standard and special service requirements of the passengers at check-in, transfer desk, special services and boarding gates by adhering to the set service standards and procedures so that the passengers are handled in a friendly and efficient manner
Collect briefing sheet and staff allocation, check all the counters equipments and stationary, report technical fault to Mercator through EMACS
Provide a proactive service to passengers prior to check-in such as, managing queues, removing old baggage tags, handling denied boarding passenger, staff passengers, helping families, identifying those with special needs and code share passengers, so that they are directed to the relevant check-in counters and are handled efficiently.
Initiate boarding at the gates, following laid down boarding priorities, announcements, hand baggage removal, flight coupon reconciliation and head count confirmation in order to assist the process for a safe and on time departure of EK flights. For flights boarding from remote, ensure the handling procedure applies.
Deliver an efficient service at the transfer desks for arriving EK passengers who are connecting to another EK / OAL flights by verifying that their baggage details are recorded in MACS (Mercator Airport Check-in System) prior to checking in passenger and issuing boarding cards and meal voucher where appropriate so that the transfer passengers are processed accurately and expeditiously.
Salary & Benefits: We offer an attractive tax-free salary, paid in Dirhams, the local currency of the UAE. The Dirham is linked to the Special Drawing Right of the International Monetary Fund. It has been held constant against the US dollar since the end of 1980 at a mid-rate of approximately US$1= Dh3.66. Besides travel benefits normally associated with an airline, more information on employee benefits is available within the 'Working Here' section of this site. By viewing the 'Dubai Lifestyle' section in the site you can also consider the benefits of Dubai as a location to live and work in.
Experience and Qualifications:
3 Years Airport Operations
Vocational or Diploma (12 2 or equivalent)
O levels
Proficiency in spoken and written English. Command over spoken and written Arabic preferable
Should have had 2 years experience in a customer service role
Knowledge of airline passenger and baggage handling preferable.
To Apply: To express your interest in the above vacancy please apply on-line by clicking below, and complete our application form. We will then consider your application and contact you should we wish to shortlist you for an interview. Should you not receive an invitation for an interview within 5 weeks please assume that on this occasion you have been unsuccessful. We will retain your details for 12 months unless advised otherwise and re-consider you for future opportunities as they arise. Please also note that if you are not shortlisted you can also update your application at anytime and apply for other opportunities. Thank you for your interest in a career with the Emirates Group.
Please click the Apply now button and search for reference: ASA/RS/21344
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12 months ago
