As a global aviation leader, Emirates Group connects people and businesses through its Dubai hub, delivering the promise to “Fly Better.” Joining the organization means becoming part of a multicultural, fast-paced environment where professionalism, leadership, and innovation are highly valued. This supervisory position is ideal for experienced airport operations professionals who thrive in customer-focused and high-responsibility roles.
Role Overview
The Supervisor Airport Services – Baggage Services plays a critical leadership role within airport operations. The position requires strong decision-making skills and the ability to manage teams in real time to deliver consistently high service standards. You will lead, support, and motivate frontline teams while ensuring compliance with Standard Operating Procedures (SOPs), safety regulations, security standards, and key performance indicators.
This role also involves mentoring new team members, managing staff deployment during peak periods, and maintaining grooming, discipline, and service excellence across all baggage service touchpoints.
Key Responsibilities
Leadership & Team Management
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Ensure adequate staffing levels, especially during peak operational hours
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Support, coach, and mentor team members, including new joiners
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Conduct and contribute to performance reviews and development plans
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Motivate teams to minimize complaints and generate positive customer feedback
Operational Excellence
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Identify service gaps or operational lapses and recommend corrective actions
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Maintain service quality while supporting on-time performance goals
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Ensure adherence to safety policies, security standards, and SOPs
Baggage Services – Core Focus
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Assist passengers professionally with mishandled baggage and ensure Property Irregularity Reports (PIRs) are raised
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Oversee baggage stores, PIR counters, call centers, and delivery counters
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Coordinate with Customer Affairs, DNATA Airport Services, Group Security, and outstation teams
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Approve interim relief payments in line with baggage compensation policies
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Ensure unclaimed baggage is updated in the WorldTracer system within four hours of arrival
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Monitor primary baggage tracing and ensure thorough follow-up before escalation
Qualifications & Experience
To be considered for this role, candidates must have:
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Experience in airport operations
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Background in customer service or supervisory roles, preferably with a major airline
Preferred Skills & Advantages
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Experience in customer service supervision within aviation
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EKAS Leadership Foundation Certificate (for internal candidates)
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Valid Aerobridge License (for safety-sensitive roles)
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Strong communication, leadership, and problem-solving skills
Salary & Benefits
Successful candidates will enjoy a competitive tax-free salary along with exclusive aviation industry benefits, including:
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Travel benefits and discounted flights
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Hotel stay discounts worldwide
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Career development and growth opportunities within a global organization
Living and working in Dubai offers a vibrant, cosmopolitan lifestyle with world-class infrastructure, cultural diversity, and excellent quality of life.
Why Join Emirates Group?
This role offers more than just a job—it provides a long-term career pathway within one of the most admired aviation groups globally. If you are passionate about airport operations, customer service excellence, and leadership, this opportunity allows you to make a meaningful impact on millions of passengers every year.
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