Job Descriptions

Key Responsibilities:

• Strong focus on
  meeting customer and stakeholder needs with concern beyond own area and
  for quality end-to-end passenger experience, ensuring safety and comfort
  is of the highest concern.


• Provide a
  visible and proactive presence to enhance passenger experience at Dublin
  Airport across all passengers facing functions including, but not limited
  to the oversight of car parks, check in, departures, immigration, egates,
  USCBP, transfers, bussing, south gates, and taxi ranks.


• Proactively
  manage, in a safe and efficient manner, the movement of pedestrians and
  trolleys on kerbs, forecourts and within terminal buildings.


• Trolley
  management by keeping floor areas free of passenger trolleys and
  replenishing trolley bays within areas.


• Assist with any
  way finding, queue management or security sweeps as required by the
  operation throughout the area.


• Escalate any
  security screening issues that arise to the Airport police or Service
  Delivery Lead as appropriate.


• Provide support
  to Security in central search for the purpose of Passenger Preparation and
  tray loading.


• Utilising all
  Dublin Airport information systems e.g., DublinAirport.com, flight
  information, airport services information and ground transport information
  to deliver an excellent and consistent product.


• Proactively
  identifying and responding to customer needs and requests for service
  e.g., airlines, handling agents, state agencies, passengers.


• Deliver high
  quality performance to achieve set KPIs, targets and specified quality
  standards and processes (e.g., SQMs and other relevant targets). All
  available and new technology will be utilised to enhance and track airport
  performance.


• Actively engage
  with the Company’s performance management system / feedback discussions
  regarding individual performance.


• Identify and
  deliver improvement initiatives and other potential process improvements.


• Ensure
  emergency response procedures are implemented in the event of an airport
  emergency or unplanned event (e.g., mass cancellation plan; adverse
  weather events; security alerts, fire safety marshalling etc).


• Ensure business
  continuity plans are implemented as directed by Service Delivery Team
  Lead.


• Ensure
  compliance with safety systems and methods of work by monitoring general
  compliance with fire, health, and safety requirements, ensuring any issues
  are immediately reported and addressed.


• Respond to
  passenger trips, slips, falls, cuts etc. complete accident reports and
  health and safety reports as required.


• Actively liaise
  with the Service Delivery Team Leads and APOC to ensure the smooth running
  of Dublin Airport by monitoring general operations and ensuring any
  operational issues/faults are immediately dealt with and reported.


• Deal
  effectively with lost property left in the terminal, in accordance with
  policy.


• Respond to
  ad-hoc requests from the Service Delivery Team Leads to support delivery
  and performance within own and other DAP departments as required.

Knowledge, Skills, and
Experience:

• Previous front-line
  experience with a strong customer service focus and ability to deal on a
  professional basis with people at every level.


• Strong customer orientation
  & ability to make customer centric decisions.


• Flexibility to carrying out
  duties beyond assigned tasks in response to
  customer/stakeholder/operational needs as they arise.


• Ability to work calmly and
  effectively under pressure.


• Confidence to promote
  innovative solutions.


• Strong team-working skills.
  


• Seeks ownership,
  responsibility and displays initiative.


• Ability to work on own
  initiative.


• Excellent communication
  skills.


• Strong attention to detail.
  


• A second language would be
  a distinct advantage.


• C skills (intermediate
  level) – desirable.


• Driving Licence desirable.


• Committed to daa values.

Skills

• Teamwork Skills
• Attention to details
• Excellent Communication Skill

Experience

• 1 year