GO Duty Officer / Chuyên viên Giám sát dịch vụ mặt đất

I. Responsibilities
- Operation supervision, ensure staff comply with company regulations, procedures, and CAAV’s regulations
- Conduct ground operation included: passenger service, baggage, cargo & ramp services at the airports.
- Participate in building up a standardized system to maximize safety measures for VJ’s flight
- Ensure quality of ground service to be met as a requirement, punctual, and efficient for VJ’s flights according to daily flight schedule. - Maintain good relationship with airport authorities to ensure the quality of providing services
II. Accountabilities:
A. Passenger services
Monitoring open flights and handling last-minute passengers.
- Ensure company image must be displayed properly according to company regulation (FIDS, queuing poles…)
- Monitor the attitude/uniform/grooming/service manners of ground staff at check-in counter/boarding gate.
- Coordinate with the relevant departments to serve VIP/CIP/Skyboss passengers or specific products.
- Timely update, distribute new procedure of ticketing, baggage, and add-on services to all handling teams at the airport.
- Responsible for conducting, supervising providing services which are related to passenger services, baggage service operations of departure/arrival VJ’s flights.
- Handle all incurred issues at the check-in counter, boarding gate
B. Ramp services
- Monitor overall ramp & cargo operations for the station.
- Coordinate with related departments on solving the abnormal issues of cargo & ramp service.
- To ensure ongoing cost-effectiveness of ramp & cargo operation for the respective stations.
- Supervise and ensure staff must comply with safety regulations during operation on-ramp.
- Supervise opening/closing time of check-in counter/boarding gate according to SLA and SOP
C. Headset communication task
- Connect headset with aircraft, communicate with captain via inter-phone.
- Observe and notice abnormalities of aircraft and report timely to captain on duty
- Establish headset communication with the pilot, when the process is done, a good-bye performance shall be performed.
- Ensure the report system is always completed for safety/security-related occurrences and issues.
III. Other tasks
- To decide and find a solution in the event of problems with regards to ramp & cargo operations/discrepancies.
- Organize to collect customers’ comments about service quality, cooperate with other concerning units to analyze this information.
- Participate in a training course if requested
- Maintain a good relationship with a colleague
- Responsible for building up professional working environment, enhance teamwork & personal responsibilities.
- Comply with policies, regulations of the company.
- Strictly comply with passenger information protection
- Strictly comply & follow up the policies, procedures of safety & security as well as the passenger.
- Maintaining & preserving the company’s equipment.
- Execute other tasks as assigned by the upper-level manager