Uganda National Airlines Passenger Services Supervisor Jobs

Uganda National Airlines Passenger Services Supervisor Jobs

Job role

  • Reporting to the Duty Manager, the Passenger Services Supervisor will be responsible for providing up-to-date information and excellent customer services to all Uganda Airlines passengers.

  • S/he will ensure the provision of information that is consistent with safety, customer service policies and security standards of Uganda Airlines so as to ensure a safe, seamless and efficient airport operation.

  • Additionally, s/he will ensure and maintain a healthy, Safe, Secure and Cost-effective operation for Uganda Airlines operations, in compliance with the relevant industry regulatory and legislative requirements, company procedures, and regulatory authorities.

  • S/he will deliver focused, high-quality customer service by leading and supervising the customer service’s agent team and/or Ground Handling Agents.

    Key accountabilities/responsibilities

  • 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.

  • Oversee the provision of efficient, high-quality customer service delivery in day to day operations for Uganda National Airlines according to the agreed Service Level Agreements and Company Policies in order to delight the customer and improve the overall customer experience at EBB Hub.

  • Consult, communicate and disseminate information as appropriate to passengers, staff and third-party service providers in order to eliminate lapses in service delivery resulting from lack of information.

  • Maintain a good relationship with other airlines and airport stakeholders to facilitate the smooth operations of Uganda Airlines.

  • Ensure the smooth and effective transfer of passengers at EBB Hub.

  • Implement departure and arrival processes in strict compliance and in accordance with the laid down safety and security procedures and in a timely manner in order to guarantee consistency in punctuality (OTP, baggage delivery, Meeting and escorting passengers to/from flights, passenger screening/profiling).

  • Adhere to laid down procedures that will enhance accurate flight reconciliation and post-departure transmission of messages.

  • Maximize revenue through the collection of excess baggage charges, change of reservation charges, while maintaining high-quality customer service at all touchpoints.

  • Promote cost control awareness amongst the team.

  • Conduct quality spot checks to ensure compliance with safety and security procedures, service standards and recommended practices.

  • Lead, motivate and develop staff while ensuring discipline and grooming standards among Passenger Services Agents.

  • Brief GHA staff and plan the efficient allocation of tasks and resources in
    liaison with the Station Manager.

  • Ascertain that all systems, equipment, and stationery are in working condition and readily available respectively for efficient delivery of passenger handling services in all customer touchpoints.

  • Ascertain efficient procedures and best practices in document verification in order to minimize risks to the airline without compromising on customer service standards.

  • Complete various post-flight activities such as Total Load Summary (TLS), reconciliation of flight coupons and assemble flight files so that any future queries can be dealt with.

  • Ensure that corrective action is taken by the GHA in respect of any AHL or OHD on the flight and ensure that subsequent follow-up action is taken and that passengers are kept informed.

  • Cover duties as directed from time to time by the Station Manager.


  • Airline passenger handling training.

  • Good report writing skills.

  • Judgment and decision-making skills.

  • Customer-focused and hospitable.

  • Cool, pleasant and approachable personality.

  • High integrity and influencing skills.

  • Attention to detail and quality.

  • Team player.

  • Ability to lead, guide, motivate a team and make decisions.

  • Excellent communication and interpersonal skills.

  • Cross-culture sensitivity and respect.

  • Confident, decisive and proactive.

  • Ability to work well for long hours under
    pressure including shift work pattern.

  • Creative and innovative.

  • Self-driven.

    Qualifications (knowledge, skills, experience)

  • University graduate or relevant Higher Diploma with experience in an all-round airport handling operation with relevant experience in a supervisory role.

  • At least 3 - 5 years’ relevant experience in a similar role with a reputable airline or reputable ground handling company.

  • Airside Safety Training.

  • Aviation Safety Awareness Training.

  • IATA Dangerous Goods Awareness Training.

  • Aviation Safety and Security Awareness Training.

  • ICAO Safety Management Systems (SMS) Awareness Training.

  • Airport Operations Experience

  • Ability to manage and develop staff.

  • Good computer knowledge.

  • Revenue and cost-sensitive.

  • Foreign language, an added advantage.

    How to Apply

    For more information and job application details, see; Uganda National Airlines Passenger Services Supervisor Jobs

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