Duty Station Manager (M/F)

Job description

  The Duty Station Manager is responsible for the economic, punctual, safe and customer orientated planning, performance and continual assessment of service delivery at the station during his shift. This includes appraisal of quality parameters and the optimization of processes and procedures as locally mandated by the Station Manager.
·  He/she deputizes for the Station Manager in all areas of responsibility which may arise during the course of airport operations, including representing Lufthansa or Lufthansa Group carriers at AOCs or similar institutions as locally defined.
·  He/she has disciplinary and functional responsibility for the staff members allocated to his/her shift and he/she steers and controls the work routines with internal and external parties, including crews.
·  The parameters for this are agreed with the Station Manager or are derived from the appropriate rules and regulations.

Customer and Operational Processes:

·  Ensure implementation of new procedures, processes or product features and enhancements
·  Plan for and ensure that irregularities are always handled in accordance with customer, economic and legal considerations
·  Report any flight handling irregularities to Lufthansa management as locally defined
·  Monitor and ensure compliance of activities concerning customer handling (for example HON service, EU 261 regulation, hotel, transportation and meals)
·  Support the development and modification of processes and procedures with the aim of improving quality, efficiency and effectiveness
·  The ability to support or trouble shoots all station related processes

Quality and Provider Management:

·  Ensure awareness for and achievement of all quality targets / Key Performance Indicators and initiate corrective actions if deviations occur
·  Ensure that service level agreements are adhered to by all providers
·  Ensure and foster required quality awareness throughout daily operation
·  Ensure proper training for all team members relevant to their individual tasks
·  Strive for consistent quality and service improvements
·  Provide timely and systematic feedback to the service providers
·  Coordinate the activities of service providers to ensure smooth operations, for example caterers, aircraft loaders, cabin cleaning personnel, security, Global Load Control
·  Responsible for specified resource planning up to given limits (for example flight schedule changes)
·  Ad hoc liaison with Federal, State and Local authorities and airport operators in regards to regulations and/or practices directly effecting day-to-day operations
·  Liaison with Federal, State and Local authorities and airport operators in regards to regulations

Administrative Duties:

·  Maintain regular communication and feedback with Lufthansa management about all handling aspects as locally defined
·  Take action on all communication addressed to Lufthansa (or the airlines handled by Lufthansa)
·  Check and sign carrier’s invoices and initiate and request any possible corrections and credit (if delegated)
·  Provide feedback to central accounting centers when problems arise with airport related expenses
·  Ensure that all manuals and local instructions are maintained and up to date

Safety / Security / Legal:

·  Ensure that all aspects of the ground handling operation are in accordance at all times with:

1. Safety regulations

2. Security regulations

3. Legal regulations

·  Responsible for ensuring adherence to and proper documentation of checks performed under the station operations surveillance concept
·  Act as a customer relations representative to prevent customer dissatisfaction from escalating into complaints and/or claims (Complaint Resolution Officials)
·  Establish and maintain the local SERP

Cost Management:

·  Ensure a cost efficient ground handling operation without any compromise to safety standards
·  Actively pursue saving potentials
·  Assist with budget planning and controlling
·  Monitor catering, VDB/DBC, SOKO processes while ensuring that these, as well as baggage delivery and hotels in case of irregularities, are optimized to avoid extra expenses

Leadership:

·  Ensure and foster awareness of Lufthansa’s preferred customer status with all staff involved
·  Motivate and encourage service providers to strive for superior quality
·  Ensure complete and proper handling of all station matters in the absence of the Station Manager
·  Manage, coach and motivate Lufthansa staff
·  Manage individual staff performance via appraisals and periodic feedback discussions
·  Together with the Station Manager identify and support handling agent candidates with potential for further professional development
·  Ensure that the appearance of Lufthansa dedicated staff at the airport corresponds to Lufthansa Standards
·  Additional projects and/or duties required or assigned
·  The Duty Manager has to be present frontline, wearing a Lufthansa uniform

Brand Management:

·  Ensure that Lufthansa product philosophy and core values are known and implemented by all staff. Also applies to airlines handled by Lufthansa

Lufthansa is one of the world`s leading airlines. As an internationally-operating aviation Group Deutsche Lufthansa is active in the following business fields: Passenger Transportation, Logistics, MRO and Catering. More than 540 subsidiaries and holding companies also belong to the Group. The airline offers more than 235 destinations in 78 countries using currently 615 aircraft, around 420 are used for Lufthansa German Airlines and Germanwings. Around 106 million passengers worldwide place their trust in us each year. The dedication, skills and excellent service of more than 119 000 employees from almost 150 nations everywhere in the world is one of our greatest strengths.
www.lufthansa.com

Please apply via Be-Lufthansa.com under the job number P0452V290 If this is you, please apply online.

Desired profile

Your profile

·  High school diploma/GED required
·  College degree/vocational training desirable: Bachelor desirable
·  Professional experience required: 2-3 years, several years of work experience required in passenger service and aircraft handling, leadership experience required
·  Language: English required, German and Other desirable
·  Industry knowledge required: Lufthansa specific or other airlines, overall knowledge of Lufthansa organizational structure and strategy, knowledge of airport procedures and processes
·  IT Knowledge as user: PC and Campus supported software including all MS Office programs

Expert knowledge:

·  Successful completion of Training in Passenger Service and Aircraft Handling (including DCS systems)
·  Valid SO Qualification (if SOCC surveillance tasks are performed) preferred
·  Successful completion of Leadership Training
·  Successful completion of Crisis Communication Training
·  Knowledge of Emergency Response (SERP) planning and LEAN methodology preferred
·  Participation in respective trainings to acquire respective qualifications required

Environmental Influences:

·  Must possess permit to work in the U.S.
·  Willingness for assessment screening
·  Willingness to travel
·  Must possess a valid driver's license

Airport environment:

·  Must be willing to work shifts/overtime
·  Must be willing to work under constant time pressure
·  Must be willing to work under high stress levels
·  Be able to lift up to 70 lbs
·  Must be willing to work outdoor weather conditions
·  Must be willing to work with noise pollution

Authorities:

·  In accordance with rules, regulations, and given authorities
·  Approval of invoices from contracted providers as delegated
·  Authorize payments to distressed passengers and/or for damaged or missing luggage up to the limit established for San Diego respective department
·  Authorize employee overtime and countersign employee time sheets in the Station Manager’s absence
·  Authorize employees to take holidays, vacation and other time off, provided the employee has a sufficient vacation and/or comp time balance available in the Station Manager’s absence
·  Authorized to sign correspondence in the Station Manager’s absence (for example signing contracts etcetera) as delegated

*CV/Resume and Cover Letter Required

AboutDeutsche Lufthansa AG