Supervisor VIP Services.INT ORT.Client Services (Airport Management)(O22401) at Airports Company South Africa

Job Description

Key Performance Output

The successful candidate will be reporting to the Assistant Manager Passenger Products, and will be responsible but not limited to the following:

• Ensure that all customers comply with policies and standard operating procedures (SOP)
• Adhere to relevant statutory/legislative regulations, SOP's, operational standards, policies and practices
• Planning and organising of meetings and events as required by VIP/CIP's and group event organisers
• Ensure effective internal stakeholders' engagement in preparation for events and meetings
• Provide input into workforce planning and implement approved labour plans to ensure team is suitably staffed to meet sub-functional objectives
• Plan, organise, lead and control subordinate's activities to ensure sub-functional objectives are met or exceed
• Assure stable employee relations by managing conflict and creating a positive working environment
• Review and recommend changes to SOPs for implementation
• Assist with the implementation of ad hoc projects within set requirements
• Compile and submit Operational reports as required
• Provide relevant and specialised support to relevant stakeholders to ensure achievement of objectives
• Provide effective communication and education to VIP's and CIPs on Airport services and products
• Pro-actively identify and attend to and resolve VIP/CIP's queries using the Database
• Escalate unresolved VIP/CIP queries to relevant stakeholder
• Engage with external stakeholders to ensure the effective facilitation VIP/CIP's
• Ensure the availability of the VIP Lounge as per the Business rules and Service Level standard

Technical Skills and Experience

The following skills and experience will be required:

• National Senior Certificate is essential
• Higher Certificate in Customer Service Environment is recommended.
• 1-2 years Supervisory experience is essential
• 1-3 years operational experience is recommended.
• Valid Code B driver’s license is essential
• Basic MS Office computer literacy

Competencies

• Communication
• Interpersonal skills
• Planning and Organizing
• Diplomatic
• Problem Solving
• Conflict management
• Report writing
• Integrity
• Presentation skills