Terminal Services Director

Contribute to the development and manage the execution of the organizational unit’s plans based on in order to ensure seamless operations that facilitate the achievement of the objectives

Manage the management and operation of airport terminal services, including retail, F&B, Leisure and Hospitality, any Services (ATM, Vending, baggage services etc.), offices (incl. storage, welfare, check in etc.)

Manage the implementation of performance development (incl. regular store checks and mystery check activities), pricing strategies and optimize revenue generation from concessionaires

Manage the development and maintenance of high standards of customer service for terminal services, ensuring that passengers and visitors receive assistance and support as needed

Manage the maintenance and upkeep of terminal facilities, including common areas, restaurants and showrooms

Manage the identification of opportunities to maximize revenue from terminal services, including rental fees, revenue sharing schemes, and advertising opportunities

Manage the coordination of passenger information excellence and wayfinding (ex. technology solutions to improve terminal services, such as self-service kiosks, mobile apps, and digital signage)

Meet or exceed revenue targets

Manage the enhancement of the accessibility and convenience of terminal services for passengers with disabilities and special needs

Ensure that terminal services comply with all relevant regulations, safety standards, and airport policies

Manage Business Development in all areas and execute according to tender processes (incl. new and innovative ideas of new concepts and business models)

Manage the implementation of training programs for terminal services staff

Provide data and reports to his/ her Line Manager periodically and as requested and highlight areas of improvement in order to support in decision making and operational excellence

Periodically report on performance results, identify performance gaps and ramifications, and recommend corrective actions that mitigate the risk in order to minimize operational interruptions and ensure timeliness of objective and target achievement

Provide input to the Financial Affairs organizational unit, as required and as per the approved governance process, for the purpose of budget formulation

Monitor budget implementation and allocation to ensure that it is in line with the approved budget. Report any actual / foreseen budgetary deviations and recommend corrective action

Provide guidance and support to reportees on operational and functional matter

Carry out other job-related responsibilities as directed by his/ her Line Manager

Summary:
The Terminal Services Director is responsible for overseeing the efficient and effective operation of terminal services within an organization. This includes managing staff, optimizing processes, and ensuring high levels of customer satisfaction.

Job Responsibility:
- Develop and implement strategies to improve terminal services operations
- Hire, train, and supervise terminal services staff
- Monitor key performance indicators and implement measures to enhance efficiency and quality of service
- Collaborate with other departments to ensure smooth operations and resolve any issues that may arise
- Stay up-to-date with industry trends and best practices in terminal services management
- Ensure compliance with safety regulations and company policies

Candidate Requirements:
- Bachelor's degree in Business Administration, Logistics, or a related field (Master's degree preferred)
- Proven experience in terminal services management
- Strong leadership and communication skills
- Ability to analyze data and make strategic decisions
- Knowledge of safety regulations and industry standards
- Excellent problem-solving skills

Leadership: Build Strategic Partnerships, Lead and Empower, Achieve Results, Drive Change

Behavioral: Commit to Safety, Champion Innovation, Prioritize Customers, Collaborate Effectively, Act with Care

Technical: Commit to Safety, Champion Innovation, Prioritize Customers, Collaborate Effectively, Act with Care

Excellent leadership and management skills
- Strong understanding of airport operations and terminal services
- Experience in coordinating and overseeing terminal services activities
- Exceptional communication and interpersonal skills
- Ability to work under pressure and handle multiple tasks simultaneously
- Proficient in developing and implementing terminal services strategies
- Knowledge of aviation regulations and industry standards
- Strong problem-solving and decision-making abilities
- Financial acumen and budget management skills
- Customer service oriented and focus on enhancing passenger experience