Description

1. Overall managing and supervision of Baggage Services section in accordance with company policies, procedures and fully complying with authority regulations.
2. Monitor uniform and grooming standards of staff in the division in accordance with the company procedures.
3. Organize division meeting and report to Baggage Services and Claims Manager.
4. Attend regular meeting with other departments, airline partners and authority for continuous service enhancement.
5. Plan, control and manage staff rosters and leave.
6. Communicate with other departments and airline partners to ensure smooth services.
7. Ensure the confidentiality of all information regarding the company and works, ensure the security of valuable documents.
8. Check daily mishandled baggage records from all domestic stations and international flights, forwarding message through WorldTracer Management System and also check whether there is any off loaded bags or previously received bags.
9. Monitor the arrival displays and inform passengers whenever there is any delay of delivering baggage.
10. Available close to the belts and ensure that loaders offload priority baggage first and handle fragile items with care.
11. Prior to taking a missing baggage report, quickly re-check the claim area and the ramp to ensure that the inbound aircraft has been completely unloaded and all baggage has been delivered to the claim area.
12. Issue a Property Irregularity Report (PIR), enter all information to the tracing system in order to locate the missing baggage and contact the passenger on a regular basis until the bag has been located.
13. Check the tag and reference in order to deliver the bag, check the received baggage weight, delivery address and then deliver to the respective addresses. If passenger is in another country, bag should be “RUSH” tagged to the permanence or temporary address.
14. Inform Damage/Pilferage baggage procedures to the passenger and how the repairing/replacing of the bag would take place.
15. Determining the amount of interim expense to passenger within the delegation of authority and passenger satisfaction.
16. Prepare Monthly Station Log (MSL), expenses and report to Baggage Services Manager on a timely manner  
17. Training and cultivating staff ability to empathize with passenger’s situation.
18. Manage to dispose of unclaimed items annually through staff auction will generate the company revenues.
19. Arrangement of due claims for settlement to Baggage Claims section in a timely manner in order to meet passenger satisfaction.
20. Carry out all concerned duties regarding Quality, Safety & Security required by the company.
21. Manage personnel-related issues in division/department and implement occupational health & safety environment practice in order to prevent accident to employees in workplace
22. Perform any tasks assigned by superior

Qualification

• Bachelor Degree in any field.
• Minimum 5 years experience in Baggage Services.
• WorldTracer Management System.
• Baggage & passenger Services.
• How to Deal with Difficult Passengers.
• Safety Management System (SMS).
• Aviation Security Awareness.
• Dangerous Goods Regulations (DGR).
• Basic Ramp Safety.
• Emergency training.
• Must be fluent in both spoken and written English.
• Influencing and negotiation skills.
• Good command of computer literacy
• Ability of work shifts.
• Ability to extend working hours without prior notice