Africa World Airlines Limited (AWA) is a new Ghanaian registered private-sector company formed with the sole vision of making air travel an option for majority of travelers within the markets in which we operate.

Ground Operations Officer (Residents in Kumasi only)
Department: Operations Control
Reports to:  Head, Ops Control
Location: Kumasi

JOB PURPOSE:

•   Ensure that all Agent Employees performing ground operations services and all related services are well managed to the benefit of AWA
•   Supervise the Customer Service and Ramp operations of AWA
•   Ensure that the best practices and standards are met while coordinating the activities of the ground staff in the station.
•   Assist the Station Manager in the day to day activities of the station operations.

KEY ACCOUNTABILITIES/RESPONSIBILITIES

•   Responsible for the efficient and effective operations of the check-in process including the resolution of any ticketing and reservation issues, management of customer complaints and ramp services.
•   Ensure that all ground operations meet company, GCAA and international standards.
•   Ensure on-time departures
•   Assist passengers & crew timely
•   Ensure efficiency by prioritising workload
•   Control all ramp activities and ensure prompt ramp services are delivered by all AWA Agents
•   Ensure that the ground operations manual, passenger handling/customer service procedures manual are periodically audited to meet regulatory and company requirements.
•   Conduct internal audits and inspection of Ground Operations.
•   Provide leadership and direction for assigned staff to achieve departmental goals for productivity and quality.
•   Provide daily, weekly and monthly reports by required time frames.
•   Review and approve agents timesheets, attendance records, monthly status reports and make agents scheduling adjustments as needed
•   Maintain a visible presence in the work environment and be available to the staff as needed
•   Ensure all passengers are handled in a professional manner
•   Keep effective communication lines with our key clients and corporate passengers
•   Take timely decisions on ticketing issues that may impinge on OTP of all flights
•   Demonstrate a high level of ticketing and check-in skills
•   Ensure agents are adequately briefed on new changes in ticketing, Ramp and passenger acceptance.

Competencies (Knowledge/skills/abilities)

•   Must have knowledge in Ticketing/Reservations & Passenger handling.
•   Must possess knowledge and experience in Airport Ground/Ramp handling duties.
•   Must possess knowledge in computer skills
•   Must be responsible for resource utilisation to meet AWA standards while balancing customer service and accounting requirements
•   Must understand and administer company/division policies, guidelines and practices
•   Must take decisions regarding all ticketing, passenger acceptance procedures independently without immediate referral to the Station manager when necessary

Qualification Required & Experience

•   University graduate or equivalent
•   At least two years’ experience in working at Airport front/ticketing counter
•   At least two years ‘experience in Airport Ground/Ramp handling duties
•   Strong understanding of Customer Service and ability to deliver same
•   Excellent good communication skills
•   Must possess the ability to resolve issues in a calm and professional manner
•   Must be able to work under pressure and in a stressful environment
•   Must be a Ghanaian resident in Kumasi
•   Must possess a valid Ghanaian Driver’s License

Location: Kumasi

How To Apply For The Job

Please note that applications should be sent to:

2A SENCHI STREET
OFF LIBERATION ROAD,
PMB CT67
ACCRA,GHANA

Or

Click Here To Apply Online

Closing Date: 31 January, 2014