ANTHONY WANYONYI SIBOE

Role Purpose Statement

To Plan and implement efficient and economical staff/equipment utilization for both Passenger service and Passenger Ramp, as required our network and stakeholders

Key Accountabilities and Responsibilities

· Daily planning and pre-planning of Tasks for all Ground services staff at JKIA-Nairobi airport in the Sabre system.

· Issue Job cards to individual staff as they report on duty.

· Issue Radios to all ramp staff and keep records for accountability.

· Liaise with HCC tracking team with regards to changes to the schedule and communicate the same directly to the users.

· Liaise with contracted staff on job allocation via radio, telephone or verbally.

· Ensure all equipment for flight are planned for and drive optimal Usage.

· Responsible to ensure that all staff handling a flight has the necessary communication tools and handover is kept.

· Responsible for the HCC reporting including compiling reports.

· Embrace and maintain a healthy, safe and secure working environment in compliance with company procedures, regulatory authorities and requirements of customer airlines.

· Ensure and maintain communication flow between ground Operations and the Hub in general

· Hiring where necessary to meet daily demands of the business.

· Effectively align ground staff shifts in line with the flight Schedule in order to minimize wastes and utilize the available manpower effectively

· Adhere to KQ WAY principals and best practices.

Role Purpose Statement

To provide check-in, escort, and general assistance to the customers to the highest standard of Customer care. Work on my own initiative and provide a safe, secure, efficient, and caring customer compliance with regulatory requirements and Company’s policies.

Key Accountabilities and Responsibilities

· To deliver the highest customer service in handling our passengers. The service provided includes check-in, baggage acceptance, checking documentation, escort to and from the aircraft, lost or damage property and provide assistance to special need passengers.

· To ensure a caring, effective passenger service in compliance to the company regulations while maintaining the company On Time Performance

· To ensure compliance with safety & security standards in our operations to comply with relevant statutory and industry requirements.

· To effectively communicate relevant aspects of service delivery internally and externally to meet customer expectations especially at time of disruptions.

· Ensure and maintain a healthy, safe, and secure working environment in compliance with company procedures, regulatory authorities and requirements.

· Generating revenue through selling business class products like ticket upgrade at the check in/transfer points

Other duties

· Travel document verification as per the destination requirement, each passport, visa, health certificates.

· Customer touch points check-in, immigration assistance, boarding, and arrival procedures and any information needed by the Customer

· Transfer/ interline services ie change of flights and Hotel reservation

· Gate Boarding activities i.e. final passenger profiling and travel document verification

· Arrival services (commonly branded as karibu Team Services) ensure quick and smooth passenger disembarkation for aircraft turn around

· Team leader special service team. Meet and assist (MAAS) for our very important persons VIP/CIPswhile observing High integrity and confidentiality, special service request SSR like wheel chair services WCHR, WCHC,WCHS and stretcher STCR, unaccompanied minors UM and young person YPs, deportee DEPUs and DEPA and special religious groups like Indian priests (swami group) as well as customers with language barriers

· Ensuring smooth transfer and handling of our highly valued customers (HVC) which includes Business class/premier world, Platinum, gold and silver card holder members

· Passenger rebooking services

I was attached to Kenya airways limited (KQ) in the Ground operation department, as a customer Service agent. Area of my field during my internship Includes.
• Customer check-in.
• Boarding passengers.
• Passengers Transfer service (on Connection)
• Ticketing
• Hotel booking and Accommodations& Baggage claim Services.
• Meeting &Assisting Passengers, (MAAS)