Cf Samuel Ho Email and Phone Number

• Manage and ensure a safe, efficient, cost effective and timely airport operation so that company image, reputation and passenger service levels are maintained and enhanced, as per the criteria set forth by the Company’s commercial, safety and security policies, standards and procedures. Ensure that appropriate action is taken for providing prompt service to passengers in all operational areas [Passenger Services, Ticket Desk and Lounge] to maintain, and where required, restore the goodwill… Show more • Manage and ensure a safe, efficient, cost effective and timely airport operation so that company image, reputation and passenger service levels are maintained and enhanced, as per the criteria set forth by the Company’s commercial, safety and security policies, standards and procedures. Ensure that appropriate action is taken for providing prompt service to passengers in all operational areas [Passenger Services, Ticket Desk and Lounge] to maintain, and where required, restore the goodwill and confidence of passengers facing various adverse situations (flight disruptions, denied boarding, etc.) Ensure that Service Level Agreements, OTPs and KPIS are achieved in line with the company standards.• Represent on company’s behalf on all major forums i.e. AOC meetings, AOC sub-committees, and Working Group meetings in Manchester Airport / London Heathrow Airport / Dublin Airport / Edinburgh Airport to ensure company’s commercial interest are protected during any major decisions made by the airport authorise and the community. • Develop and maintain excellent relationships with internal/external departments, Airport authorities, GHAs and other service providers and exercise personal influence to achieve the required end results for company.• Accountable for annual budgeting of revenue, expenses and capital expenditure. Within these parameters, provide a cost efficient service that best represents value for money. Create dynamic measurement and reporting systems, for purposes of providing periodic reports on the operations. Review overall performance of all areas in terms of costs, revenue, productivity, quality, safety and security. Regularly analyse results with a view to pro-actively attending to emerging issues.• Accountable person (Reporting Official) for Emergency Planning which includes maintaining the localised station ERP, training, exercising and lobbying for change or awareness amongst the airport community or internal stakeholders. Show less

Below wing Leadership:Overall leadership of the arrival / departure process.To maintain compliance with the critical time path and implement corrective action plans when deviations occur to bring back on track to maximize opportunities for safe and secure OTP.Accurate delay allocation and comprehensive reporting to provide a platform for delay management. · Information sharing to provide feedback and appropriate escalation.Compliance - Performing the role of safety overseer /… Show more Below wing Leadership:Overall leadership of the arrival / departure process.To maintain compliance with the critical time path and implement corrective action plans when deviations occur to bring back on track to maximize opportunities for safe and secure OTP.Accurate delay allocation and comprehensive reporting to provide a platform for delay management. · Information sharing to provide feedback and appropriate escalation.Compliance - Performing the role of safety overseer / fuel overseer / appointed person whilst promoting VAA’s open reporting culture to protect the welfare of VAA customers, personnel, service providers and VAA assetsNot only will you meet & exceed legal safety obligations you will also ensure the safe/secure arrival and departure process.Ensure VAA Corporate Safety and Security processes and procedures are complied with at all times by all staff, including service providers.Above wing LeadershipTo operationally lead a team of Customer Service Agents at the departure gate in order to deliver a safe, secure and most importantly on time departure (OTP)Ensure delivery of our customer promise and meet Airport KPIs.Efficient Supervision and co-ordination of all above wing elements and activities.Ensure all VAA safety and security processes and procedures are adhered to at all times by all staff during the departure process.Responsibility for checking the working environment for health & safety requirements, Operation of jetties and opening of aircraft doors ensuring consistent levels of compliance whilst enhancing customer experienceCustomer Service DeliveryResolve customer service challenges (including at times of operational disruption) during the gate process with tact, diplomacy and in a timely mannerSupervise implementation of plans provided by CLP and VAA Airport Management teams Show less

• Providing high level of direct customer service to arrival passengers • Applying Accounting and Authorising of hold baggage to departure flights, ensure all baggage operations are under ICAO, IATA and DfT security guideline • Communicate with internal and external stakeholder which include Flight Supervisor, Dispatcher and 3rd Party Handler to ensure on time baggage loading process• Overall daily baggage operations including; create missing report, on hand report and… Show more • Providing high level of direct customer service to arrival passengers • Applying Accounting and Authorising of hold baggage to departure flights, ensure all baggage operations are under ICAO, IATA and DfT security guideline • Communicate with internal and external stakeholder which include Flight Supervisor, Dispatcher and 3rd Party Handler to ensure on time baggage loading process• Overall daily baggage operations including; create missing report, on hand report and damage report for passengers• Handle Check-in process for cabin crew and flight deck. Show less

• Providing an exceptional high level of customer service to a range of passengers while representing the company brand in a professional manner. Working within challenging and demanding environments and remaining professional at all times• Ensuring effective communication with aircraft staff and ground operations regarding passenger’s loads and boarding procedures to ensure the high level of service and standards expected from passengers • Overall daily check-in operations… Show more • Providing an exceptional high level of customer service to a range of passengers while representing the company brand in a professional manner. Working within challenging and demanding environments and remaining professional at all times• Ensuring effective communication with aircraft staff and ground operations regarding passenger’s loads and boarding procedures to ensure the high level of service and standards expected from passengers • Overall daily check-in operations including; manual check-in, assisting passengers, boarding gate duties and revenue generation• Complying with all company policies and procedures including Health and Safety • Organising special requirements for any passengers requiring assistance within the airport and on board • Being flexible to meet the high demands of the airline Show less

• Assuming a professional, confidential and efficient administrative/receptionist role • Developing key working relationships with both colleagues and service users providing a high level of customer service • Dealing efficiently with enquires via various mediums with regards to facilities and city attractions • Recording all information using in house IT systems and sending out correct materials both online and via postal service • Liaise effectively with both… Show more • Assuming a professional, confidential and efficient administrative/receptionist role • Developing key working relationships with both colleagues and service users providing a high level of customer service • Dealing efficiently with enquires via various mediums with regards to facilities and city attractions • Recording all information using in house IT systems and sending out correct materials both online and via postal service • Liaise effectively with both internal and external departments ensuring a smooth delivery of services at all times• Provide customers with service support identifying various options available to meet individual needs and requirements• Deal efficiently with client enquiries or concerns within a professional manner • Maintain accurate and up to date record keeping Show less