Connection Control Executive.Hub Control Center & Admin Support at Kenya Airways

Job Details

Ensure and maintain a healthy, Safe, Secure and Cost-effective operation for Kenya Airways and customer airlines operations, in compliance with the relevant industry regulatory and legislative requirements, company procedures, and regulatory authorities.

To ensure consistent and quality delivery of customer service by cost effectively monitoring transit passengers and their baggage at the hub to/from Kenya Airways, customer airlines and alliance partners.

The successful candidate will be expected to:

• Embrace and maintain a positive safety culture, a healthy and secure working environment in passenger services in compliance with relevant legislative and industry standards.
• Identify and report hazards, near misses, incidents and accidents.
• Provide efficient, high quality customer service delivery in day to day operations for Kenya Airways, Customer Airlines and alliance partners according to the agreed Service Level Agreements and Company Policies in order to delight the customer and improve the overall customer experience at JKIA.
• Monitor connectivity for transit passengers and their baggage to/from Kenya Airways, Customer Airlines and alliance partners at the hub through the respective reservations and Departure Control System (DCS).
• During irregular operations, liaise with Duty Manager Hub Control Center (DM HCC) /customer airlines/alliance partners and propose action to take for connecting/misconnecting passengers based on cost implications and profile of guests.
• Handle situations of passengers connecting below the Minimum Connectivity Time (MCT) by coordinating with receiving carrier for most favorable re-protection of passengers, activating and coordinating with the incoming carrier for Meet and Assist (MAAS) for connecting passengers and discuss with the Duty Manager of incoming carrier with the eventual delay on departure to allow connection of passengers on transit.
• Activate the Arrival Team to meet and assist passengers as per the agreed and communicated plan.
• Update Baggage Reconciliation System (BRS) and TRC about the short connection of transit or new routing of misconnected passengers and bags.
• Activate Transfer desk team to prepare to handle transit passengers after receiving the plan from Connection Control Unit (CCU).

Qualifications

• Graduate or Diploma with 5 years operational experience.
• 5 Years Airline Experience as a check-in agent, transfer services and gate agent.
• Computer literate.
• Excellent knowledge of KQ product.
• Good negotiation skills.
• Strong analytical skills.
• Excellent communication and interpersonal skills.
• Good planner.
• Ability to manage and develop staff.
• Revenue and cost sensitive.
• Foreign language, an added advantage.