Duty Manager

The Duty Manager is responsible for the safe, secure, economic, punctual and customer orientated planning, performance and continual assessment of service delivery at the station during his/her shifts and assures fast recovery after irregularities. He/she ensures that all aspects of the ground handling operation are in accordance at all times with safety, security and legal regulations, and that process loyalty is strictly followed.

During his/her shift, the Duty Manager creates a welcoming atmosphere, warm hospitality and personal touch at all points of customer contact with special attention to premium customers, and strives for consistent service improvement. He/she strives that the expectations of all LH Group customers are met or exceeded.

**TASKS**

During his/or her shift and dependent on the assignment focus, the Duty Manager is responsible for but not limited to:
Customer Centricity and Service:

- Establishing relationships with premium customers and facilitating the

recognition of top customers (LHG in discussion).
- Acting as customer care ambassador if assigned by Station Manager.
- Making sure that the product philosophy and core values are known and lived by all internal and external members of staff and that personalized service concepts are intensified.
- Checking that the appearance and attitude of all personnel corresponds to standards.

Operational Processes:

- Conducting daily flight briefings with personnel where feasible.
- Being present frontline, wearing a LHG uniform, and monitoring performance of all suppliers involved.
- Contributing proactively to the development and modification of procedures, respecting defined carrier's rules and regulations.
- Steering, monitoring and troubleshooting all station related processes (e.g. flight editing, meal orders, crew dispos, signage and branding, etc.) and handling of special interests (e.g. UM, AVIH, DGR, MEDA, SEAL, etc)
- Collaborating with the Station Manager in establishing handling processes for alternate airports.
- Collaborating with the Station Manager in mitigating conflicts of interest arising

Quality, Provider and Performance Management:

- Fostering quality awareness and high service attitude in daily work.
- Intervening in case of shortcomings and ensuring that service basics are adhered to by all providers.

Administrative and Commercial Processes
- Collaborating with the Station Manager in the general organization of the station, including but not limited to IT, system accesses, accounting, filing, training, database and reporting tools
- Coordinating logístical support of audits by carriers and respective authorities, and ensuring that implemented corrections are adhered to.
- Monitoring 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.
- Checking carrier’s invoices and initiating and requesting any possible

corrections and credits (if delegated).
- Deputizing the Station Manager in all station matters if so delegated.

Safety / Security / Emergency Response:

- Maintaining all local instructions and system databases.
- Supervising the adherence to and proper documentation of surveillance checks. If involved in surveillance checks the respective qualification according to the operator’s manuals is required.
- Maintaining the local SERP and assuming the role of the Emergency

Response Coordinator (if assigned by the Station Manager).
- Following Safety Management System requirements of the respective

operators.
- Actively promotes an open Safety Culture among internal and external

counterparts

People Management and HR:

- Having functional authority over the LHG and supplier staff members.
- Preparing the duty plan and daily duty roster, if assigned by Station Manager.

Training
- Making sure that the technical and logístical aspects of training activities are performed (e.g. enrolment/registration of personnel, creation of training accounts, filing and monitoring of training records, etc.).
- Acting as a Customer Care Ambassador Trainer, if assigned by the Station Manager.

Communication, Liaison and Reporting:

- Reporting operational irregularities according to the operator’s manuals.
- Informing the Station Manager about process/product shortfalls.
- Collaborating with Federal, State and Local authorities and internal

stakeholders (e.g. crew) in regards to regulations and/or practices directly effecting day-to-day operations.
- Ensuring that there is robust communication flow towards passengers in all handling situations including but not limited to complaint management.
- Providing feedback to inquiries and reports.
- Representing the LHG towards internal and external partners.
- Actioning all communication addressed to LHG.
- Ensuring reports are issued as stipulated in LHG manuals and instructions (e.g. WEAP, DG-Occurrence, SchaMan, Denied Boarding, SRS, etc.)
- Being accessible for op