Location:
- Eldoret
- Malindi
- Mombasa
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.
Skills
- 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.
How To Apply
