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.

Department:  Operations Control Department
Reports to: Manager, Ground Handling
Location: Accra

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 Ground Handling Manager in the day to day activities of the Station.

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 are done
•   Ensure that all ground operations procedures meet company, GCAA and international standards.
•   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 Ground Operations Manager with 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 revenue 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

•   Fresh graduates (1st Degree or similar) who have just completed their National Service and desire to have a career with the airline.
•   Strong understanding of customer service and ability to deliver same
•   Excellent communication skills
•   Ability to resolve issues in a calm and professional manner
•   Ability to work under pressure and in a stressful environment
•   Must possess a valid Ghanaian Driver’s License
•   Must be a Ghanaian living in Accra

Minor Qualifications

•   Experience in working at the Airport, frontline or ticketing counter
•   Experience in Airport Ground/Ramp handling duties

Location: Accra

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