Job overview and responsibilities

This role is responsible for overseeing Above and Below the Wing operations to ensure excellent customer service is maintained. Assist the General Manager in the day-to day operation by monitoring operational metrics to ensure station’s success. Direct oversight of ATW and BTW vendor employees to ensure United policies and procedures are followed, with a focus on Safety, Service and On-Time Performance.

Duties include but not limited to:

• Available for both internal and external customers, and works with vendor team members to resolve customer problems.
• Responsible for, but not limited to, day to day leadership, acts as subject matter expert to provide coaching, feedback and input to station management.
• Act as team coordinator and encourage goal achievement and accountability with frontline vendor staff.
• Brief ground handler supervisor regarding flight irregularities, manpower needs and create game plan if necessary.
• Perform other functions to ensure quality customer service combined with a safe, clean and reliable operation.
• Plan for irregular operations and lead in service recovery plans, to include establishing and monitoring hotel emergency list, and updating the Emergency Response Plan.
• May be required to provide instruction, pre- and post-flight briefings, and training to vendor employees.
• May perform administrative reporting responsibilities, such as, customer care inquiries, Complain Resolution Official, Ground Security Coordinator, Internal Controls Audits, MOCHA Internal Safety Audits, validation of reports, invoice validation etc.
• May be required to attend meetings and perform other duties as designated by GM.
• Ensure daily set-up and break down of all signage, stanchions and check-in at ticket counters and podiums.
• Ensure all IT equipment, radios, MAP devices, printers, and scanners are operational, including monitor of station supply needs.
• Monitor regulatory training compliance to help drive improvements in training satisfaction.
• Inform management of any issues and initiate corrective action plan.
• Represent the company and maintains positive relations with vendor employees, other airlines, airport authorities and local governmental agencies.

This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded.

Required

• Experience in all areas of airport operations, including ticketing
• High school diploma or equivalent
• Must be fluent in written and spoken English and Thai
• Proficient in Microsoft Excel and Word
• Flexible approach to work standards and duties
• Must be able to pass security background check to obtain necessary badging
• Proven track record of reliability
• Ability to become Ground Security Coordinator and Station Training Coordinator.
• Must maintain professional image and appearance
• Excellent verbal and written communication skills
• Must be able to work any shift/any day including holidays, weekends and/or nights in a 24-hour operation
• Ability to work independently and demonstrate problem solving abilities.
• Must be legally authorized to work in Thailand for any employer without sponsorship
• Successful completion of interview required to meet job qualification
• Reliable, punctual attendance is an essential function of the position

Preferred

• Bachelor’s degree
• Tertiary qualifications related to aviation management
• Previous supervisory or leadership experience
• Five (5) years’ experience in all areas of Airport Ground Services