1. • Support,coach,developandmotivate all teammembers,andpeers,tobuildmorale andensure
excellentdisciplineandgroomingstandards.
• SupportCS agentsand seniorsinthe achievementof theiraccountabilitiesensuringthatthey
are fullybriefed/debriefedinrelationtotheirprovisionof superiorcustomerservice,andmaintenance
of standards,asper the StandardOperatingProcedures.
• Displayexcellentmotivational leadership,delegationandmentoringin-ordertofacilitate
customersatisfaction.Strivewithteamtoavoidcomplaintsandearncompliments.
• Supportthe Performance MattersScheme byensuringreviewsare conducted,orcontributed
to, forteam membersinaccordance withcorporate standardsandwithinthe stipulatedtime limit.
EstablishDevelopmentPlansforfrontline staff.Be aRole Model forthis.
• Encourage teammembersandpeersto come-upwithbrightideasandgenerate Service
ImprovementFeedback.
• Give goodcustomerservice.
• Examine andreportoperational problemssuchasdelayetc.
• Replytoqueriesfromotherstations,HandlingAgentsandGovt.Authorities
• Reportdiscrepanciesindaytoday activities andrecommendsolutions.
• Checkpost-flightdocuments,telex,prepare reportsandchecksheetforaccountingpurposes.
• Checkand rectifyerrorsbyoutstations
• Maintainstaff discipline andensure theyall complywithCompanyregulations.
• Arrange extramanpowerasand whennecessarytohandle delaysorextraflights.
• Provide coverforrole above whenoperational requirementsdemand.
• Keepcurrent,andcommunicate toothers,changes,processesandprocedures.
For baggage service:
• Ensuresthat the passengersare assistedonarrival ina professional andtimelymannerfortheir
mishandledbaggage andthatpropertyirregularityreportsare raised. Thisisachievedbyinformingthe
passengerslateronbytelephoneorinpersonat regularintervals regardingthe statusof theirmissing
bags.
• Controlsthe whole baggage arrivalsie.,Baggage stores,PIRcounter,Call Centre &Delivery
Counterensuringthatstaff resourcesare efficientlydeployedtomeetpeakdemand. Measuresthe
performance of the staff byrecordingtheirperformances,weaknessesandachievements. Encourages
themto complywiththe company’sstandardproceduressothata highlevel of service isdeliveredto
the passengers.
• Co-ordinateswithCustomerAffairs,EKAirportServices( headOffice &outstation) EK on-line
and off-line stations,GroupSecurityandotherGroupdepartments,especiallyDNATAAirportServices

2. concerningdayto day problemsandcomplaintspertainingtomishandledbaggage,toensure that
solutionsare foundandimplemented,inordertominimise EK’sfinancial expenditure relatingtoclaims.
• Approvesinterimrelief paymentswithinthe establishedbaggage compensationpolicy,handles
all operational andadministrativemattersincludingpettycashfloatandthe costeffective use of
transportto deliverbagstotheirrespective ownerswithinEgypt.
• Ensuresall unclaimedbagsare updatedinWorldTracer Systemwithin4hoursof the flight
arrival and storedsafelyfordeliveryordispatchagainstthe claimsfollowingthe security/customs
regulationsandproceduresof Egyptiancustomsandcode share airlines.
• Monitorsprimarybaggage tracing ( first10 days) inworldtracer and ensuresthatall baggage
tracing actionisthoroughlyconductedbefore handing overfilestoCBTO( Central Baggage Tracing
Office ) forsecondarytracingso that the passengerclaimsinconveniencedisminimized.
• Highlightsserviceandproductflaws,adverse trendsandarrival baggage (tobaggage carousels)
deliveryperformance,tobaggage servicesManagersothat service improvementscanbe initiated
where required.
For Ramp:
 Co-ordinate and monitor operational activities between different departments; EK and
MS Baggage Services/MS Ramp Handling to ensure service delivery standards are met
and appropriate action taken with regards to any abnormalities/discrepancies.
 To ensure that staff resources are efficiently deployed to meet peak demands. Measure
performance of the staff by recording their performance, weaknesses and achievements.
Encourage them to comply with the company's standard procedures so that a high level
of service is delivered to the customers.
 To identify system/operational/performance lapses in the service process and to work
towards product improvement by highlighting/recommending corrective measures
through the daily shift report to EK Management in order to maintain quality service to
customers.
 To act as Emirates Airline Ramp Representative on a shift basis interacting with all
concerned departments to try and meet the specific requirements and to ensure that all
operational issues are dealt with and resolved without major disruptions to the
operations.
 To monitor the baggage carousel and liaise with the Baggage Handling Systems team
with the aim of coordinating and ensuring efficient running of operations.

3.  To liaise with Hub Control Centre/Transfer Desk/GTL's in case of disruptions/re-routings
in order to ensure that the bags travel on the same flight along with the passengers in
order to maintain quality service to customers.
 Monitor aircraft stands and ensure proper equipment and manpower are provided by
Egyptair to perform proper handling as per laid down standards.
 To provide operational management (MAS/ASM) with reports of any/all irregularities
faced during the shift and to prepare written reports for the administrative management
where such has been identified as requiring follow-up.