Working at Height (greater than1m)

Heavy lifting (As an individual not greater than 32Kg)

Working in areas with motorised mobile equipment

Work in confined spaces

Contact with contaminous materials (Humans/Animals/Chemicals)

Work in a noisy environment

Exposure to fixed protruding sharp objects

Exposure to contact with moving/falling objects.

Role KPIS

Operations:

• Compliance with operational procedures and instructions
• % Work completed in a timely manner
• On-time service delivery schedules

Safety:

• Responsible for complying safety/security standards & policy relevant to his function
• Always ensure use of PPEs according to the requirements of the respective area
• Always report hazards/incidents observed in the workplace

People:

• % of work completed in a timely manner
• Number of compliance checks completed per cycle
• Frequency of coordinating with the peers to achieve project completion

Customer:

• 100% of Customer Satisfaction
• Resolution of Customer complaints and outstanding issues

Job Purpose

The role of Supervisor is to ensure delivery of world leading hospitality experience to all premium customers, whilst travelling through the Fast track facility towards the Premium Lounge in Pakistan.

Accountabilities:

Execute

• Meet and greet passengers as per the laid down service standards (smile, address by name, cheerful outlook, briefing, grooming standards etc) in order to provide a quality service that projects image as a service provider.
• Assist Duty Managers in updating the database with information of the service provided and outstanding requests (delayed flights etc.) from the current shift in order to provide customers feedback on the service provided and coverage by the next shift for delayed passengers and no shows.
• Be in complete coordination with Traffic Supervisors and Duty Managers
• Facilitate in customer issues if any. to ensure minimum inconvenience to passengers and safeguarding the image of Gerrys dnata and the airline
• Analyse and provide information and guidance to customers using lounge available at their service, procedures for boarding, flight schedules and about delayed reason if any by contacting to the concern airline in order to ensure a convenient and a pleasant stay at the lounge followed by an on-time completion of boarding formalities.
• Maintain usage and condition of all items at the lounge and inform the shift head of any requirements, maintenance and changes in order to ensure that the lounge facility is up to the standard projected to the customers.
• Ensure excellent discipline, grooming & maintenance standards, as per the Standard and Policy.
• Facilitate to avoid complaints and earn compliments. Be a Role Model for this.
• Ensure good customer service.
• Review discrepancies in day-to-day activities and recommend solutions.
• Maintain discipline and ensure to comply with Company regulations so that a high level of service is delivered to the customers.
• Review system/operational/performance lapses in the service process and to work

towards product improvement by highlighting/recommending corrective measures through the daily shift report to Management to maintain quality service to customers.

• Prepare reports of any/all irregularities faced during the shift and to prepare written reports for the management where such has been identified as requiring follow-up.

Minimum qualifications/ skills/ experience / knowledge

• Graduate.
• Minimum 3 years total customer service experience.
• Minimum 1 years experience in frontline customer services
• Proficiency in spoken and written English.
• Command over other languages spoken and written is preferable.
• Time Management Skills

Critical Competencies

• Delivering
• Engaging others
• Providing Direction
• Driven

HSE KPIs

• Understand and implement the company safety & environmental policy.
• Appreciate the responsibilities of personnel under their authority and ensure that each employee knows his/her responsibility and are equipped to play their part.
• Conduct Risk Assessments on activities within their department ensuring that the methods and systems of work are safe and secure. Also, that the necessary procedures, rules and regulations designed to achieve this are formulated, published and applied.
• Ensure that all safety equipment and personal protective equipments (PPEs) provided are used according to the requirements of the respective area.
• Ensure accident and near-miss reporting procedures are understood and complied including Ontime reporting, Investigations and CAPA Closure. Also, assist with accident investigations where appropriate.
• Ensure the provision of PPEs to existing and all new employees.
• Reprimand any employee for failing to discharge their health and safety & environmental responsibilities.
• Set a personal example about health and safety matters.