Lufthansa Group Station Manager

Lufthansa Alger, Algérie
Postuler
  • Secteur d'activité Services
  • Date d'expiration 22 Février
  • Nombre de postes 01 poste ouvert
  • Niveau de poste Manager / Responsable département
  • Niveau d'étude (diplome) Licence (LMD), Bac + 3
  • Type de contrat CDI

The Station Manager is accountable:

  • for the safe, economic, punctual and customer orientated planning, performance and continual assessment of service delivery at the station.
  • He/she ensures on behalf of the respective NPGO (Nominated Person Ground Operations) that all aspects of the ground handling operation are in accordance at all times with safety
  • Security and legal regulations as published in the respective operator’s manuals.
  • The Station Manager adapts general processes to local procedures and ensures process loyalty in the local organization
  • The Station Manager ensures a welcoming atmosphere,
  • warm hospitality and personal touch at all points of customer contact with special attention to premium customers,and strives for consistent service improvement.
  • He/she ensures that the expectations of all Lufthansa Group customers are met or exceeded

The Station Manager is accountable for but not limited to:

Customer Centricity and Service:

  • Ensuring that relationships with premium customers are established and facilitating the recognition of top customers.
  • Assigning one customer care ambassador per station and per shift.
  • Ensuring that the product philosophy and core values are known and lived by all – internal and external - members of staff and that personalized service concepts are intensified.
  • Contributing to and supporting central process and product development incl.
  • the readiness to take over project responsibility.
  • Ensuring that the appearance and attitude of all personnel corresponds to standards.
  • Monitoring and ensuring customer care is compliant with respective Lufthansa Group operator’s requirements.

Operational Processes:

  • Being present during operations and monitoring performance of all parties involved (spot checks).
  • Developing and leading local procedures to meet central process and product requirements, respecting defined carrier's rules and regulations, with the aim of improving quality, service, efficiency and effectiveness.
  • Ensuring the steering, monitoring and troubleshooting of all station related processes.
  • He/she escalates process and product shortfalls to Process Owners.
  • Securing a robust on-time performance for the respective Lufthansa Group-operators.
  • Establishing handling processes for designated alternate airports
  • Reconciling potential conflicts of interest arising during irregular operations when considering customer orientation, revenue awareness and safety responsibility.
  • Assuring preparedness for various irregularity scenarios and establishing fast recovery measures after irregularities.
  • Establishing concepts for communication channels with all relevant stakeholders in irregularity situations.
  • Planning and ensuring special flights or flight series (for example government flights, VIP, sports charters, wet lease operation, etcetera), and any special events with a high commercial or media impact are handled seamlessly.

Your profile:

  • High school diploma/GED required
  • College degree/vocational training: University Degree, Master desirable, Bachelor or equivalent required
  • Professional experience required: Leadership experience required and at least 5 years of work experience - there of a minimum of 2 years of demonstrated work experience in Airport ground operations is required
  • Language: English and French required, German and Arabic desirable
  • Industry knowledge required: Individual Lufthansa Group operator’s specifics, Other airlines and knowledge of airport procedures and processes 
  • User IT Knowledge: PC and Campus supported software including all MS Office programs

Lufthansa Group Station Manager

Lufthansa Alger, Algérie
Postuler

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