Kenya Airways Station Officer- Kilimanjaro Airport

Kenya Airways invites applications from suitably qualified persons for the above post in their Kilimanjaro Airport Office.

 Role Purpose Statement

To ensure efficient & cost effective service delivery in compliance with handling and service level agreements.

Key Accountabilities/Responsibilities.

To ensure efficient passenger handling at check-in, boarding, arrivals & the lounges, for positive customer experience.

To ascertain efficient procedures in document verification to minimize risks to the airline without compromising on customer service.

To make decisions resulting from flight over sales such as rerouting, DBCs & Upgrades.

To make decisions on service delivery issues, related to misconnections, baggage claims & flight delays, for customer satisfaction.

To secure incremental revenue through collection of excess baggage charges and change of RESApenalties, without compromising on customer service

Assist station manager on station staff administration issues, control costs.

Consult, communicate and disseminate information as appropriate to pax, KQ network, station staff and third party service providers, so as to eliminate lapse in service delivery resulting from lack of information.

Maintain adequate quantities of working materials & tools and monitor stock levels. Control and replenish station petty cash for day-to-day operations. Including, Airport Movement permits, car passes, stationary acquisitions, petty cash office purchases. Conduct quality spot checks to ensure compliance with safety and security procedures, service standards and recommended practices. Also to ensure and maintain healthy, safe and secure working environment in compliance with company procedures, regulatory authorities and requirement of customer airlines.

Ensure the delivery of third party service providers meet agreed service level agreement.

Manage handling of deportees and inadmissible passengers, to prevent penalties and to handle deportations.

Assist on service delivery issues, related to misconnections, baggage claims & flight delays.

Adherence to laid down service recovery procedures by assisting inconvenienced passengers and attainment of set customer service standards and performance.

Knowledge, Skills, Experience

University graduate or hospitality diploma with minimum 4 years experience in all round Airport Handling with at least 2 years in supervisory role:

Computer literate

Excellent negotiation skills

Ability to lead, guide & motivate a team Strong analytical skills

Good planner

Excellent communication and interpersonal skills Customer service influencing skill

Competencies

Customer focused & hospitable. High integrity

Team player, building relationships Ability to lead, guide and make decisions Good communication skills

Self driven/Has Initiative

Confident, decisive & proactive

Revenue & cost sensitive

Ability to work under pressure