Summary
Overview
Work history
Education
Skills
Certification
Languages
Affiliations
References
Timeline
Generic
MOHAMMAD OWAIS

MOHAMMAD OWAIS

Jeddah,KSA

Summary


Reliable, proactive, and dedicated professional with outstanding organisational and communication skills, ensuring smooth operations and effective problem resolution. Brings strong multi-tasking abilities and calm demeanour under pressure. Committed to contributing positively and making significant impact in the role.

Overview

20
20
years of professional experience
1
1
Certification

Work history

Airport Services Duty Officer

Qatar Airways
Jeddah, KSA
09.2023 - 03.2025
  • Ensuring that passenger and aircraft handling practices conform to the safety and security standards
  • Ensuring that all QR aircraft handling standards are met on a shift basis
  • Managing and controlling manpower on the shift, to optimize utilization and to maintain staff morale and discipline
  • Ensuring proper allocation of manpower and resources in the airport operations
  • Completing checks to ensure adequate standards are maintained
  • Resolving customer problems and complaints while on duty and working with all departments including Customer Relations to provide resolutions for complaint handling
  • Facilitating ramp handling activities in liaison with GHA, Caterers, Fueling, Maintenance, Cargo, and Crew to expedite departure
  • Conducting weekly ATC checks to ensure compliance as per company's policy
  • Conducting Emergency exercise planning (LERP) as per the company's guidelines
  • Handling of Umrah flights

Duty Airport Manager

Qantas Airways
DEL
06.2022 - 09.2023
  • Implements Ground Services strategy at the station level and provides insight into customer demands and operational constraints
  • Monitor station's NPS within target and addresses any customer-related issues and/or challenges
  • Based on CSAT (customer's satisfaction report) and NPS (Net promoter score) report, work at station level and ensure to achieve expectations to best extent
  • Maintains QF's high standards to enhance the customer experience
  • Evaluate and propose cost effective measures to reduce unit cost and enhance customer service delivery
  • Managing day to day operations of the station and acting as liaison between airport service providers, government agencies & authorities and QF HQ
  • Ensures that overall operations meet QF's standards, policies, and procedures and conforms to aviation regulatory requirements
  • Working as SERP specialist closely with Business resilience team in QF headquarters
  • Updating SERP (Station Emergency Plan for DEL) and co-ordinate with local airport operator and make sure our plans are inline
  • Organizing walkthrough and training for all team members for better understanding
  • Organizing meetings with GSPs and maintaining MoM and further follow up to ensure we achieve our goals as per our discussions
  • Attend AFC (Airline facilitation meetings) APSC and other important meetings to ensure all issues related to our QF operations were addressed appropriately and effectively
  • Liaising with Government Authorities (CISF, Bureau of Immigration, Customs) at Airport to ensure effective communication and compliance
  • Coach, supervise our GSP as per QF Standards & procedures to deliver best customer service to our customers
  • Follow up with GSP for day-to-day resource management plan
  • Doing regular inspection below the wings (Ramp Services) to ensure all company's SOPs are followed
  • Assisting HQ team for station ground services Audit

Airport Services Supervisor

Emirates
12.2008 - 06.2022
  • Assist Airport Services Manager in ERP (Emergency Response Planning) and other related tasks
  • Completing regular exercise on ERP & co-ordinating with Airport operator as per HQ and ensure staff well briefed
  • Training to all staff (include ground handling) on Emergency response planning
  • Handling delays and disruption whilst ensuring that the guests are cared for in the most appropriate manner
  • Analyse anticipated operational problems such as overbookings, adverse weather conditions, delays, cancellation of flights, crew flight time limitations etc., undertaking necessary remedial action to ensure disruptions are minimised and the customer service levels are not impacted
  • Ensure that Handling Agent other service providers are fully briefed regarding Emirates' requirements for the day's operation including any special handling and update this information as necessary in order to ensure a smooth operation and avoid unnecessary expenditure and inconvenience to our customers
  • Monitoring arrival handling and ensure services will be extended to all customer as per Emirates procedures regarding claims, damage baggage etc
  • Undertake various administrative duties delegated by Airport Services Manager including attending various meetings as directed and ensure Emirates interests/requirements are appropriately represented at such meetings
  • Manage and administer all operational/supervisory activities on a shift basis and ensure appropriate control of processes related to document and information consolidation (revenue documents, cargo, handling reports etc) to safeguard revenues, operational data and avoid discrepancies
  • Monitoring of all operational units (Customer Services, Ticket desk, Ramp and Lounge)
  • Establish a regular reporting mechanism to ensure there is a timely and consistent monitoring of service delivery, across operations
  • Undertake projects from time to time as advised by the Airport Services Manager in relation to operational standards and procedures thereby improving efficiency and quality of service delivered at the station
  • Promote a continuously improving culture of safety, with open reporting of safety deficiencies, human factor issues and compliance with local laws to uphold the delivery of safe and secure operations
  • Deploy available resources to best advantage to satisfy Customer and operational requirements arising during each duty period
  • Analyze anticipated operational problems such as over bookings, adverse weather, delays, cancellation of flights, crew flight time limitations etc., and undertake remedial and pro-active action in line with relevant procedures to mitigate disruption to customers
  • Ensure that all post flight activity is completed correctly and timely
  • Ensure that service suppliers are fully briefed regarding EK requirements and that they deliver them in a timely and efficient manner so that the service handling proceeds smoothly, and Emirates Customer's expectations are met or exceeded
  • Respond to queries and complaints in an efficient and timely manner to restore passenger confidence
  • Ensure the expeditious and accurate completion of all reports & statistical data
  • Undertake various administrative functions and other duties as directed from time to time by the Airport Services Manager or senior station official on duty
  • Ensure all agents working for, or on behalf of EK, are well motivated, groomed, given coaching /guidance and that they can perform their tasks in an efficient and professional manner to ensure a high level of customer service
  • Conduct regular self-audits to ensure Emirates specified standards on products, services, policies and procedures are followed consistently
  • Conduct various audits as directed by HQ and ensure timely reporting and corrective actions on non-conformance
  • Have successfully completed prescribed relevant courses like AVSEC, DG, SMS , Human Factor etc

Supervisor

AEROFLOT Russian Airlines
International Airport (I.G.I.A T2)
10.2004 - 12.2008
  • Worked as a Check in Agent (using SABRE)
  • Checking All the Documents of Passenger that is Required to travel
  • Calculation of Revenue of a flights
  • Looking after Arrival of flight
  • Handling of Transit Passengers
  • Load plan
  • Ramp Operations
  • Help passengers in Boarding
  • Crew Handling
  • V.I.P passenger Handling

Education

Bachelor of Commerce -

SWAMI VIVEKANAND SUBHARTI UNIVERSITY
Meerut, UP

Skills

  • Practical approach towards teaching-learning
  • Multi-tasking
  • Recourses management
  • Common core knowledge
  • Competence with educational technology
  • Classroom management
  • Critical thinking
  • Strong communication and Interpersonal skills
  • Organization and times management
  • Conflict resolution
  • Emergency Response plan
  • Customer Relationship Management
  • Resource management
  • Persuasive
  • Initiative
  • Patience
  • Positivity
  • Adaptability
  • Team Management
  • Leadership Skills
  • Professional certification

Certification

  • Diploma in F.A.S.T (Foundation For Advance Studies In Travel Course)
  • IATA Foundation Training from Travel Guru (a division of Tecnovate)
  • Airfare
  • Ticketing
  • Completed basic language course (German Language)

Languages

English
Fluent
Hindi
Native

Affiliations

  • Travelling and exploring new places
  • Meeting people
  • Cycling

References

References available upon request.

Timeline

Airport Services Duty Officer

Qatar Airways
09.2023 - 03.2025

Duty Airport Manager

Qantas Airways
06.2022 - 09.2023

Airport Services Supervisor

Emirates
12.2008 - 06.2022

Supervisor

AEROFLOT Russian Airlines
10.2004 - 12.2008

Bachelor of Commerce -

SWAMI VIVEKANAND SUBHARTI UNIVERSITY

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MOHAMMAD OWAIS