Central Baggage Tracing Controllers at Kenya Airways

Brief Description        

Responsible for overall baggage tracing and liaisonbetween Outstations Stations, GHAs and guests within the network.

Detailed Description        

Policies and Procedures:

• Ensure compliance to all relevant policies,processes and procedures is achieved so that work is carried out in acontrolled and consistent manner.

 Safety, Quality & Environment:

• Promote and maintain a positive safety culture, ahealthy, secure and cost-effective operation for Kenya Airways and CustomerAirlines operations and ensure compliance with the relevantindustry/legislative requirements and company procedures to ensure a healthyand safe work environment.
• Identify and report hazards, near misses, incidentsand accident.
•  Ensure guests are updated regularly on their baggagestatus – as defined in PHM 7.9.2 – Note (ii)
• Communicate to Station Managers, GHA’s,guests on delayed baggage status to increase the tracing speed and promptfeedback to guests.
• Monitor the quality of tracing filesopened and closed (incl. RL – Reason for Loss, CS - Costs, FS – Fault Station).
• Validate and ensure upfront FNE Paymentwithin the documented policy and guidelines.
• Prepare the tracing, delivery and guestcontact report for Outstations.
• Validate and monitor timely opening andclosure of baggage files in Outstations.
• Track and confirm the baggage deliverystatus.
• Monitor the Right now tool and ensuretimely closure on all incidents raised.
• Timely response to all queries related toBaggage, both from passengers and other stations.
• Enforce the baggage tracing standards inOutstation in line with company policy and documented procedure i.e.
• PHM Appendix S – Daily Station BaggageChecklist
• PHM Chapter 7.8 – Baggage Arrival.
• PHM Chapter 7.9 – Baggage Tracing
• Follow-up on the forwarding of delayedbags
• Validate insurance costing and follow upwith stations to initiate insurance processes for not traced bags.
• Monitor MSF and ensure correct entriesare captured.
• Identify and report hazards, nearmisses, incidents and accidents
• Adhere to KQ WAY principles andbest practices.

Job Requirements        

• Minimum O level/ C Plain 
• Relevant Diploma or Certificate in Airline Passenger Handling orcertificate in hospitality/service discipline
• Minimum 3 months ofwork experience or exposure to Lost and Found section or Baggage ServicesDepartment, or passenger handling with an international airline or Ground HandlingAgent.
• Additional Details        
• Supervisory skills.
• Process awareness.
• Analytical.
• Computer literate.

External End Dat: 04-Apr-2023