Safety and Security:

• Embrace and maintain a positive safety culture and a healthy and secure working environment in passenger services to comply with relevant legislative and industry standards.

• Identify and report hazards, near misses, incidents, and accidents promptly.

Customer Service:

• Oversee the provision of efficient, high-quality customer service delivery in daily operations for Uganda Airlines according to agreed Service Level Agreements and Company Policies to delight customers and enhance their travel experience at O.R. Tambo International Airport.

• Consult, communicate, and disseminate information appropriately to passengers, staff, and third-party service providers to eliminate lapses in service delivery resulting from a lack of information.

• Ensure smooth and effective transfer of passengers at the O.R. Tambo International Airport.

• Implement departure and arrival processes in strict compliance with safety and security procedures and in a timely manner to guarantee consistency in punctuality (OTP), baggage delivery, and passenger screening/profiling.

• Maximize revenue through the collection of excess baggage charges and change of reservation charges while maintaining high-quality customer service at all touchpoints.

• Complete various post-flight activities, such as Total Load Summary (TLS), reconciliation of flight coupons, and assembly of flight files, to address any future queries.

Operational Efficiency:

• Maintain good relationships with other airlines and airport stakeholders to facilitate smooth operations.

• Ensure efficient procedures and best practices in document verification to minimise risks to the airline without compromising customer service standards.

• Ensure that the GHA takes corrective action regarding any AHL or OHD on the flight, that subsequent follow-up action is taken, and that passengers are kept informed.

• Cover duties as directed from time to time by the Country Manager.

Team Leadership and Development:

• Lead, motivate, and develop staff, ensuring discipline and grooming standards among Passenger Services Agents.

• Brief GHA staff and plan the efficient allocation of tasks and resources in liaison with the Country Manager.

• Promote cost control awareness amongst the team.

• Ascertain that all systems, equipment, and stationery are in working condition and readily available for efficient passenger handling services at all customer touchpoints.