MANAGER AIRPORT CUSTOMER SERVICES Gulf Air

MAIN DUTIES

• Oversee and ensure efficient handling of all scheduled and unscheduled Gulf Air flights, passengers, freight, and mail at BAH Hub.

• Monitor & ensure a high-standard customer service delivery at all passenger touchpoints, including VIP, and special assistance handling.

• Monitor and ensure all service level agreements (SLAs) with handling agents are implemented and met routinely.

• Assist and deputize Senior Manager Bahrain Hub for the following:

  • In coordination with BAC, BAS, and regulatory authorities to maintain Gulf Air s operational priorities.

  • Analyze operational KPIs (e.g., flight delays, baggage KPIs, customer feedback) and initiate continuous improvement actions.

  • Represent Gulf Air in negotiations and reviews of ground handling and hotel service agreements

• Montor and regularly review the improvement of baggage handling performance to maximize efficiency and minimize mishandling.

• Ensure effective communication and coordination with internal departments for operational planning and disruption management.

• Monitor and ensure airside safety and equipment usage, ensuring compliance with IATA, DGR, and ground safety protocols.

• Manage performance and development of staff across all levels (duty managers, officers, agents) to ensure delivery excellence.

• Participate in hub-level strategy for customer experience, on-time performance (OTP), and alignment with Bahrain Airport expansion plans.

• Ensure supervised staff at BAH hub station receives adequate training to develop their capabilities/competency in dealing with customers and fully aware of passenger and aircraft handling procedures.