Saturday, February 2, 2013

Shift Briefing Coordinator - Emirates Airline - Dubai - United Arab Emirates

To provide proactive customer service to cabin crew, whilst implementing and monitoring the operational processes and procedures i.e. the check-in, briefing, dispatch and arrival processes for cabin crew thereby facilitating the effective functioning of Cabin Crew Operations. The role spans a number of areas (Lobby, Standby Lounge, Arrivals, Departures, Airside/Landside Bus Bays), covering a 24 hour operation, and ensures compliance with service, safety, personal, legal and operational requirements.

Qualifications / Experience
    A levels + 3 years experience OR
    O levels + 5 years experience of which 2+ years are in a customer service role
    Proficiency in the use of computer systems
    Good interpersonal skills and multi-cultural awareness
    Ability to communicate clearly and effectively

Job Outline
1. Using systems such as Briefing Management System (BMS) and Integrated Operations Browser (IOB), together with their knowledge of Flight Time Limitations, rostering practices and systems, ensure that crew are legal. Monitor the Briefing Management System to ensure departing Cabin Crew complements are accurate and meet Emirates safety, customer service, and productivity guidelines. Raise any discrepancies or variances in complements for addressing with Crew Scheduling for rectification prior to departure.

2. Administer Service Delivery’s punctuality policy using role specific discretion in making effective and timely operational decisions to ensure customer service standards and/or on-time performance are not compromised. This includes liaison with other departments such as Crew Scheduling to ensure all key stakeholders are informed.

3. Execute department operational contingency plans as directed by the Shift Briefing Officer (SBO) and/or Cabin Crew Operations Management in response to operational disruptions i.e. weather, mass system failures etc., and aircraft incidents in order to maintain the integrity of Emirates flight departure schedules.

4. Prepare and verify contents of the Purser flight folder to ensure all information for the operating crew is accurate, relevant and meets the legal, safety, security and service requirements. Maintain working knowledge of information required for each destination.

5. Proactively interact with Cabin Crew and Flight Deck crew to ensure the smooth operation of the lobby area by directing traffic flow, handling exceptions which require manual crew immigration and check-in, monitoring and resolving kiosk and baggage system issues.

6. Effectively communicate issues affecting the operations, the resolutions implemented and their progress with the SBO/Cabin Crew Duty Manager. Contribute to the departmental shift report which is circulated to all stakeholders with Service Delivery including senior management by compiling the daily operational shift report for the rostered area.

Closing: 13 Feb '13

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