Ground Services Supervisor - Eldoret at Jambojet

Role Purpose Statement:

• Under the general direction and guidance of the Manager Ground Services, the Ground Services Supervisor is responsible for overseeing station sales, revenue targets, market share growth, and the efficient operation of Jambojet airport and security services.

Accountability

• As the Accountable staff, ensure the continuous implementation of the station management system and maintain safety and security in the station

Authority 

• Has the authority to apply all safety, security and service standards and procedures as applied in and not limited to this manual.
• To activate station emergency response plan (SERP) in the event of an emergency and to plan and conduct annual station ERP drills.
• To complete half yearly station preparedness checklists for the attention of the ground services manager and safety.
• Manage the crisis at the station and be responsible to the CMC until relieved by the incident manager.
• Will have authority to run the station and make decisions regarding risk tolerability when safety risks are acceptable.

Key Accountabilities/Responsibilities:

• Ensure implementation and adherence to safety and security standards during operations, overseeing aircraft turnaround activities, and liaising with relevant authorities to ensure compliance with regulatory requirements, organizational standards, and local procedures.
• Deploy available Jambojet resources efficiently to meet passenger and operational requirements during each duty period while promoting the company's image to enhance public relations, market visibility, and customer loyalty.
• Represent Jambojet at AOC meetings to address airport facilitation issues effectively, take corrective action based on audit findings and risk assessment analysis, and ensure service suppliers are briefed on JM requirements for smooth service handling and meeting passenger expectations.
• Deliver customer service to a high standard that meets customer needs and expectations, handle problems such as delays, disruptions, excess baggage, or denied boarding, including implementing the "Options" Scheme as per Manager ground services guidelines.
• Resolve problems proactively, investigate and respond to passenger queries, complaints, and claims promptly, and complete post-flight activities accurately and promptly to ensure smooth down-line operations.
• Manage administrative functions such as staff rostering, performance appraisals, and stationery reordering to maintain staff discipline and efficiency, as well as assist as directed by the Manager ground services or senior station official to meet operational needs.
• Implement Options Scheme and other measures to handle over-sales situations when denied boarding is likely.
• Reconcile revenue documents and ensure all requirements are completed and included in flight packets before forwarding to Revenue Accounts.
• Provide assistance and support to GSM in following up discrepancies and implementing corrective actions, including assisting in completing flight handling and other reports as needed.
• Ensure timely closure and finalization of flights, familiarity of the entire team with Medical
• Clearance requirements, and timely communication to customers to eliminate denied boarding complaints.
• File flight plans as needed to comply with legal and company requirements for aircraft operations safety.
• Identify and report hazards, near misses, incidents, and accidents while maintaining a risk register in the station, and prepare monthly reports on Ground Handling activity and procedures plan.
• Constantly follow-up on passenger bags and files to keep records updated, ensure timely baggage delivery, and adherence to hotel allocation guidelines for cost control, including raising hotel vouchers and initiating communication for all missing bags.
• Liaise with the Insurance department on claims regarding damaged, lost, delayed, and pilfered baggage from customers, and ensure execution of load control functions in line with company standards and Kcars.

Know How:

• Technical Knowledge: Understanding of sales strategies, revenue management, and market share analysis. Proficiency in ground services operations, safety protocols, and security procedures.
• Management Skills: Leadership abilities to manage and motivate teams effectively.
• Performance management, coaching, and career development expertise.
• Human Relations Skills: Building and maintaining relationships with stakeholders, frequent flyers, and airport authorities. Customer service orientation and conflict resolution skills.
• Specialized Knowledge: Familiarity with Navitaire, Skyport & Skyspeed systems. Knowledge of regulatory requirements and industry standards.

Problem Solving:

• Thinking Environment: Creating a safe and efficient working environment for staff and passengers. Addressing operational challenges promptly and effectively.
• Thinking Challenge: Analyzing data and performance metrics to identify areas for improvement. Developing innovative solutions to enhance sales and ground services operations.

Accountability:

• Freedom to Act: Implementing safety, security, and service standards and procedures.
• Activating emergency response plans and managing crisis situations.
• Magnitude: Overseeing aircraft turnaround activities, passenger handling, and service quality.
• Managing station operations and ensuring compliance with regulatory requirements.
• Impact of Decisions: Directly impacting passenger experience, revenue generation, and company reputation. Contributing to the overall success and growth of Jambojet operations.

Qualifications:

• Education: A minimum of Diploma in Sales and Marketing / Travel & Tourism. University degree in a relevant field preferred.
• Experience: Minimum of 3 years’ experience in ground services or aviation sales of an IATA airline, including at least 2 years' experience at a supervisory level, demonstrating leadership experience in managing teams and operational activities.
• Certifications: Advanced courses in Passenger Services, Ground Operations, Load Control, and Baggage Services & Claims.