Meryem Jamai

Staff Supervision and Leadership

• Manage the Team: Oversee, coordinate, and supervise the daily activities of Customer Service Agents and other front-line staff (e.g., at the ticket counter, gate, or baggage claim).

• Training & Coaching: Train, develop, coach, and evaluate staff on proper procedures, customer interaction, radio/phone etiquette, and adherence to company and regulatory standards.

• Scheduling: Establish and manage staff schedules, assignments, and coverage to ensure efficient operation.

• Performance: Complete performance reviews and disciplinary actions as needed.

• Motivation: Motivate the team to consistently provide the highest level of service

• Support staff results by communicating job expectations and planning, monitoring, and appraising job results. Helps to coach, counsel, and discipline employees. Aids in developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
• Act as the second-in-command to the general manager.
• Oversee 150 employees during each shift to ensure productivity and focus.
• Ensure that all employees arrive to work on time and in the correct uniforms.
• Train new employees in their daily job duties to ensure the highest standard of work.

• Plan, organize, administer, schedule, review and evaluate the work of the aviation customer service staff. Develops long/short range term goals and objectives for the assigned areas in conjunction with departmental plans and goals.
• Provide direction to the Customer Service Division by assigning, directing, and reviewing the work of staff.
• Coordinate with leadership.
• Make sure the operation is smooth.

• Day-to-day tasks. On a typical day you may: give out flight information; direct passengers around the airport; answer telephone and online enquiries.
• Give out information about flights and airport services. Direct passengers to find their way around the airport, for example to send them to the right departure gate. Answer telephone enquiries.
• Organize the line when the airport is crowded and answer all questions.

• Provide customers with baggage assistance, confirm travel reservations and itineraries, complete flight check-ins, and print tickets.
• Verify travel documents and provide boarding passes. Tell passengers about luggage restrictions. Weigh baggage and collect any excess weight charges. Take care of children travelling alone, VIPs and people who need special assistance.
• Solve any problem the passenger has.
• Drive the jet bridge for deplaning and boarding passengers.

• Responsible for teaching English to non-native speakers. As an ESL teacher, you will create lesson plans, assess student progress, and provide constructive feedback to help students improve their language skill.
• Adept at putting English grammar in clear terms to help students build their proficiency, overcome language barriers, and pursue new work opportunities. Highly patient, working closely with students as needed to address and resolve learning challenges.
• Teaching of reading, writing and speaking skills.

• Greeting passengers, helping them find their seats, demonstrating emergency procedures, serving drinks and meals, answering to inquiries, and reassuring and guiding passengers in case of emergency.
• Keep passengers safe, ensuring that everyone follows security regulations and that the flight deck is secure. Also try to make flights comfortable for passengers. At times, they may deal with passengers who display disruptive behavior.