manager airport customer services

4 days ago

Bahrain Gulf Air Full time $40,000 - $80,000 per year

MAIN OBJECTIVES

To lead and manage all operational and service delivery functions at the Bahrain Hub, ensuring efficient flight handling, outstanding customer experience, and seamless coordination with all airport stakeholders. The role combines frontline service oversight with strategic management of ground operations in alignment with corporate objectives and safety regulations.

MAIN DUTIES

  • Oversee and ensure efficient handling of all scheduled and unscheduled Gulf Air flights, passengers, freight, and mail at BAH Hub.
  • Monitor & ensure a high-standard customer service delivery at all passenger touchpoints, including VIP, and special assistance handling.
  • Monitor and ensure all service level agreements (SLAs) with handling agents are implemented and met routinely.

  • Assist and deputize Senior Manager Bahrain Hub for the following:

  • In coordination with BAC, BAS, and regulatory authorities to maintain Gulf Air's operational priorities.

  • Analyze operational KPIs (e.g., flight delays, baggage KPIs, customer feedback) and initiate continuous improvement actions.
  • Represent Gulf Air in negotiations and reviews of ground handling and hotel service agreements
  • Montor and regularly review the improvement of baggage handling performance to maximize efficiency and minimize mishandling.
  • Ensure effective communication and coordination with internal departments for operational planning and disruption management.
  • Monitor and ensure airside safety and equipment usage, ensuring compliance with IATA, DGR, and ground safety protocols.
  • Manage performance and development of staff across all levels (duty managers, officers, agents) to ensure delivery excellence.
  • Participate in hub-level strategy for customer experience, on-time performance (OTP), and alignment with Bahrain Airport expansion plans.
  • Ensure supervised staff at BAH hub station receives adequate training to develop their capabilities/competency in dealing with customers and fully aware of passenger and aircraft handling procedures.

EDUCATION & TRAINING

  • Bachelor's degree in aviation, Business, or a related field.
  • Professional certification in Ground Operations, Passenger Services, or Safety is highly desirable.
  • IATA DGR / Weight & Balance / Ramp Safety certification preferred.

EXPERIENCE

  • Minimum of 4 years in airport or airline ground operations.
  • Proven experience working with multi-national teams and stakeholders (e.g., government authorities, VIPs, airport authorities).
  • Experience managing contracts, budgets, and performance metrics in an operations environment.

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