1. ABHIJIT DEY
Contact No.: +91 9830490227,+91 8902498244
E-Mail: abhijit_dey_25@yahoo.co.in / abhijitdey939@gmail.com
Career objective: Seeking assignments in Airport Management /Ramp management/ Guest Relations
/ Client Servicing with an organisation of high repute
EXECUTIVE DIGEST
 Aviation professional having over 10 years of working experience in Guest Service Management, Ramp
Management and Airport Operations with Airlines.
 Adept at handling the Airport Operations i.e. Reservations, Passenger Check-In, Flight Handling,
flight rerouting of the aircraft during the disruption of the flight.
 Experience in strategic & counter measure planning, vulnerability assessment, risk management &
taking intelligence counter measures.
 Deft at defining and implementing Standard Operating Procedures to enhance customer satisfaction.
 Committed to ensure highest level of guest service at all times, resolving complaints & issues efficiently.
 Ability to grasp the situation quickly and take appropriate steps to tackle it, ensuring high level of safety
and security of people around.
 Key skills include:
Airlines Airport Management Flight Operations
Ramp Operations Baggage Handling Ground Handling
Guest Handling Customer Service Customer Satisfaction
IOSA & ISO Certification Process SOP Compliance Team Management
ORGANISATIONAL EXPERIENCE
Since September, 2015 till date ABC Aviation & Training Service Pvt. Ltd ( FLYeasy India)
STATION MANAGER- BAGDOGRA
Role:
 Direct supervision of strict implementation of airline airport handling procedures in respect of all
flights of the station.

2.  Take surprise rounds of the terminal building, the apron, the cargo complex and other operational
areas to exercise effective control over the staff deployed there and ensure that they perform their
duties in an effective manner.
 Bring to the notice of the VP-Airport Services of any laxity or negligence of duty by staff.
 Co-ordinate with the operational department of the Airport Procedures prescribed in the AHM is
being implemented thoroughly.
 Conduct spot checks/inspections periodically and audits as per the Audit Schedule.
 Ensure effective functioning of the Station.
 Ensure punctuality at the time of reporting/break-off of duty and deal with lapses firmly.
 Keep the VP-Airport Services informed about the manpower and the performance of the staff as per
the AHM for further action.
 Take prompt actions during any emergency pertaining to flights.
 Responsible for proper maintenance and preservation of all prescribed records regarding the various
functions and for streamlining the working of the station.
 Perform incidental duties arising out of operational emergencies, attend to administrative matters, or
carry out other functions and tasks as discussed by the Airport Services Coordinator.
 Ensure all safety standards are maintained at all times
 Ensure the OTP standards are maintained at all times
 Ensure all operational aspects pertaining to the station as per local/central governing or operating
agencies are duly met with.
 Report all incidents pertaining to the station which may affect the Airpot/ flight operations to the
departments/Department Heads as per various Manuals/SOPs
 Ensure that all reports as required by the headquarters regularly /intermittently are sent timely to the
concerned personnel.
 Issue proper written/verbal instructions to Duty Managers/Duty Officers/and other subordinates so
as to perform their duties as per the AHM.
 Attend special passengers( VIP, VVIP etc ).
 Responsible for all cash related /CVD related handling, and maintain proper documentation of the
transactions.
 Ensure all current Manuals are available at station and also ensure to insert all revisions as and
when received.
 Monitoring all External Service Providers to ensure the ground handling safety and security
requirements are fulfilled.
Since February-2015- August-2015 AROON AVIATION SERVICES PVT LTD.
MANAGER(GUJARAT)- GROUND OPERATIONS AND CORPORATE AFFAIRS
Role:
 Ensure Client airlines’ SLAs are met at all times.
 Ensure Airport staff/Supervisors/Managers understand client airlines requirement and deliver
exceptionally good results.
 Ensure regular meeting with Senior Management and respond to the query and satisfaction level
raised by client airlines.
 Ensure adequate man-power recruited and maintained as per client airlines’ requirement.
 Ensure timely submission and review of monthly expense report and Billing details .
 Apart from Ground Handling , oversee other assignments of the group viz- baggage wrapping
contract, aircraft cleaning contract and facility management contracts.

3.  Responsible for ahmedabad and Udaipur, jodhpur clients( Fly Dubai, air india, Singapore airline )
ground operations/city office operations.
. Ensure proper coordination and liason for Non-Schedule and Charter Handling
Joined as Operational Service Controller(AIR DECCAN) – Flight Dispatch Dec’ 05
Role:
 Assist the pilot-in-command in flight preparation and provide the relevant information
required
 Assist the pilot-in-command in preparing the Operational and ATS flight plans, sign when
applicable and file the ATS flight plan with the appropriate ATS unit
 furnish the pilot-in-command while in flight, by appropriate means, with information which
may be necessary for the safe conduct of the flight
 Consult with the meteorological office and refer to meteorological information, as
necessary
 Issue information concerning operations plans to the appropriate departments of the
operator’s organization
 Issue such instructions concerning aircraft and crew utilization as are necessary to the
appropriate departments of the operator’s organization
 Ascertain load requirements
 Determine load availability
 Outline to the pilot-in-command what may be expected in the way of en-route and terminal
weather, explain how other flights have been planned or what they have encountered en
route, indicating their altitude, procedure, ground speed, etc., and offer suggestions that
may be of help to the pilot-in-command in his flight planning
 Advise the pilot-in-command on the routes, altitudes, tracks and technical stops that will
be necessary and what alternate aerodromes are considered suitable for the various
terminals
 Determine fuel requirements, aircraft gross weight and balance (the pilot-in command
makes an independent calculation
 Bring to the pilot-in-command’s attention any irregular operation of airport, airway,
navigation or communication facilities, with particular regard to noise curfews affecting the
availability of airports
 Issuing instructions concerning revised plans for aircraft and crew utilization as are
necessary to the appropriate departments of the operator’s organization, if a diversion,
flight return, en-route delay, or cancellation occurs; b) by recommending revised routes,
altitudes and alternates
 Advising the pilot-in-command of commercial and technical considerations of which he
could not be aware and which could influence operational decisions, such as enforced
diversion to an alternate destination
 Monitoring adequacy of remaining fuel

4.  Supplying or arranging for the supply of supplementary information (including significant
weather information, irregularities in operation of navigation and communication facilities,
etc.) to the pilot.
 Joined as Duty Officer ( Air Deccan) May’06
Kingfisher Airlines Limited (erstwhile Air Deccan), Location: kolkata
Re-designated as Guest services supervisor(Domestic&International) Sep’08
(Post merger of Air Deccan with Kingfisher Airlines)
Role:
 Ensured aircraft handling in accordance with DGCA, IATA and Company regulations.
 Identify process gaps and fix them for better quality of work and increase the productivity
 Ensure on time Performance of the flights at the respective station. Analyze station
performance relating to punctuality and service standards. Indentify root cause of delays and
take action on the same.
 Roster Preparation and manpower planning. Monitor all documentation for leave and training.
 Ensure high team morale, through constant motivation and innovation, conduct meetings
and address critical staff and guest issues, pre-empt and plan corrective measures.
 Ensure adherence of company laid down policies and procedures pertaining to airport
Terminal operations.
 Ensure compliance of requirement laid down by regulatory authorities like D.G.C.A, B.C.A.S
and A.A.I.
 Ensure maintenance of all required documents as per service and regulatory requirement.
 Ensure team preparedness for emergency situation handling.
 Handle guest queries and redress passenger grievance
 Handling International flights and dealing with customs and immigration
 Protect the Financial Interest of the company by providing inputs to the expenditure, capital
and manpower budget.
 Delegate, Supervise and manage team of Gsa and ensure effective organization structure
for the Airport.
 Identify training needs and ensure resolution.
 Monitoring & supervising operations of all the locations with regard Passenger and cargo
related activities at Ramp and terminal.
 Ensure smooth functioning of Airport operations, Manpower, GHA, and its control.
 Monitoring and Co-coordinating with various departments for the smooth functioning of air-
operations.
 Guiding and supporting the functions of Station Manager & Ground Handling Agents
 Analyze station performance, investigate delays and obtain reasons. Ensure safe and on time
turnaround for all flight departures.
 Find solutions to resolve recurring problems.

5.  Provide proposals related to improvement and rectification of Guest Service issues and refer
to the relevant departments.
 Provide support services in respect of additional temporary resources i.e. staff and
equipments.
 Ensure successful execution of Operation processes in order to achieve service standards.
 Achieve on- time performance target of flights.
 Achieve target of reduced customer complaints vis a vis revenue passenger flown.
 Achieve target of mishandled baggage vis a vis revenue passenger flown.
 Achieve nil findings in internal and external audits .
 Achieve targets for Airport Ticket Sales and excess baggage collection.
 Achieve Station rating for overall airport experience given by passengers thru feedback.
 Responsible for commercial functions of Kolkata domestic airside and terminal side.
 Baggage handling- PIR/DBR
 Counter queue busting and TAT
 Customer liaison and service
 Ticketing
 Effective monitoring and performance appraisal of GUEST SERVICES AGENTS
 Imparting functional and Product development training to entire team at Airport.
 Safety audits to have zero findings and to be conducted every03 months.
 Ensuring proper documentation to be handed on board all flights. Documents as per
regulations and procedures to be filed and stored appropriately.
 Corrective actions to be taken as per Voyage reports.
 Responsible to liaise with flight operations for correct flight timings on arrival and
departures. Reschedule , delay flights in liaison with operations as per flight movement and
guest convenience.
 ERPM to be kept updated at the station. Local airport contingency plan should be available.
Teamto be prepared for any emergency situation with the clarity on roles during the
emergency.
 Resolve and Reduce guest complaints and increase appreciations.
 Looking after operational functions and In-charge for roster planning.
 Overseeing operations pertaining to Customer care and internal audit.
 Ensuring all possible measures to keep up the 100 percent OTP of the station with the proper
coordination of all the departments. Zero tolerance 96%, 05 mins tolerance 98%, 15 mins
100% tolerance.
 Ensuring adequate trained manpower is available by preparing the monthly roster and
allocated at all locations as per requirement through daily allocations.
 Leave records to be maintained and roster controlled as per operational requirement.
 Training records to be kept updated and staff to be sent for refreshers when due. 100% staff
to be given functional training.
 Ensuring GTM ratings to be maintained as per target. Guest and baggage related Complaints
to be within 3/10000 guests carried for the station. All audits findings to be discussed and
preventive/corrective action taken. Appreciations to be conveyed to all staff.
 Ensuring strict compliance to the process and policies of the company. Internal quality
audits compliance to be maintained at minimum 95% compliance. External certification
audits (ISO/IOSA) compliance 100%.
 Accountable to procure, update and implement all latest circulars issued by external and
internal agencies. Compliance to safety standards as per IOSA and CAR.

6.  Safety audits to have zero findings and to be conducted every03 months.
 Ensuring proper documentation to be handed on board all flights. Documents as per
regulations and procedures to be filed and stored appropriately.
 Sent for deputation in
Bhubaneswar,Guwahati,Baghdogra,Aizwal,Imphal,Silchar,Ranchi,Raipur,Patna,jorhat,Dibrug
arh,Rajkot,Kandla,Ahmedabad,Jaipur,Lucknow,jodhpur,Khajuraho,Belgaum for Airport
manager
Airport Management
 Administering Guest Services allocations like Passenger Handling, Check-In Counters, Baggage
Makeup, Aircraft Handling as well as Security Functions.
 Accountable for handling the Pre Flight & Post Flight Formalities, encompassing airline booking; refunds;
issuing of tickets, reservations; meeting and greeting customers to getting them on board.
 Briefing the Local Agencies about the flight to ensure Smooth Functioning of Operations to maintain the
on-time departure with utmost Customer Service
 Responsible for ensuring smooth Check-in. and PAX Handling (Both Departures and Arrivals).
 Handling and maintenance of Ground Service Equipment like Stepladders, Baggage Trolleys and
Engineering Equipment such as Ground Power Unit and Battery Cart.
 I was with Galaxy aviation training institute as an aviation training faculty, preparing module
design, training set up, recruitment of faculty.
CERTIFICATES:
Holding certificates on
 a)Basic dangerous goods Regulations training for load planners
 b)Safety management system training
 c)Airport handling procedures/Guest excellence/King Club
 d)Security Awareness training
 e)Loading competency course Training from Kingfisher airlines
Guest Service Operations
 Providing quality and smooth service to passengers with respect to check-in, boarding, special services,
lounges and baggage services as per company commercial and safety standards and procedures.
 Ensuring customer satisfaction by achieving delivery of service quality norms by interacting with
guests, handling guests’ requests & resolving complaints.
 Profiling the flights for the day for special handlings like VVIP, VIP, CIP, Wheelchairs, Duty Travels as
well as meeting and assisting passengers.
 Assisting Special handling passengers like Unaccompanied Minors, Old Age & Wheelchair Guests.
 Tackling queries & grievances of customers with suitable answers to achieve their satisfaction.
 Constantly interfacing with customers & ensuring their satisfaction with the services to enhance & retain
business.
Team Management
 Identifying and implementing strategies for building team effectiveness by promoting a spirit of
cooperation between team members.
 Conducting training sessions to Ground Handling Staffs on Flight Handling, Safety, Check-in, etc.
 Preparing monthly staff roster & conducting briefing and de-briefing at regular intervals.
 Ensuring that the performance of the team follows the quality guidelines as per SLA requirements

7. Attainments:
 Ensuring a friendly and hassle free experience to customers travelling with the airlines.
 Deftly handled claims processing for a damaged baggage at arrivals.
ACADEMIA
2004 B.E. (Mechanical Engineering) from Viseswariah Technological University
IT SKILLS
 Conversant with MS Office, C , DOS and Windows Operating Systems.
PERSONAL MINUTIAE
Date of Birth : 1st
August 1977
Present Address : 108, Rishi Bankim Road P.O Nimta, Kolkata - 700049