Ground Staff job description
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What does a Ground Staff do?
The Ground Staff play a crucial role in ensuring smooth airport operations, providing essential support to passengers and facilitating aircraft movements. Their work is vital in maintaining the efficiency and safety of air travel, significantly contributing to the customer service experience.
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What are the Key Responsibilities of Ground Staff
- Assist passengers with check-in, boarding, and luggage handling.
- Coordinate flight schedules and manage gate operations.
- Ensure compliance with airport safety regulations.
- Assist with lost and found inquiries and complaints handling.
- Provide information and assistance to passengers during delays or cancellations.
- Support aircraft turnaround tasks as required.
- Handle emergency situations following standard procedures.
What are the Skills and Requirements for a Ground Staff?
- Excellent customer service and communication skills.
- Ability to handle stressful situations and work under pressure.
- Strong multitasking and problem-solving abilities.
- Basic understanding of airport operations and safety protocols.
What are the KPIs to track for Ground Staff?
Performance of Ground Staff is evaluated through customer satisfaction ratings, efficiency in boarding and deplaning processes, and adherence to safety and security protocols.
Customer Satisfaction
Maintenance or increase in customer satisfaction scores.
Operational Efficiency
Timely execution of boarding and deplaning processes.
Safety Compliance
Adherence to safety and security standards during operations.
Reports to
Operations Manager
Collaborates with
Airline Crew, Security Personnel
Leads
None
Are any specific tools or software required for the Ground Staff role?
- Airline Reservation Systems
- Mobile Check-in Devices
- Radio Communication Equipment
What is the qualification of Ground Staff?
High school diploma or equivalent; prior experience in customer service or hospitality is preferred.
