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