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Welcome
To Servisair
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Who are our customers at Cardiff?
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What do we
do?
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Our Service offerings
We deliver our service in 5 distinct areas:
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Ground Handling
Airports
Cargo
Fuelling
Lounges
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As with everything we do, we focus on a
culture of excellence!
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Ground Handling
We offer airlines an integrated range of quality
Ramp, Passenger and Technical Services across
their networks which meet the specific
expectations of their passengers.
Our range of services include…
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Baggage loading/unloading
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De Icing
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Passenger Check-in
and ticketing
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Push-Back and Towing
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Airports
We offer a range of specialised services that ease
the passenger’s transit through the airport and
guarantee safe and fluid operations for airport
authorities.
Our range of services include…
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Facility Management
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Aircraft cleaning
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Transportation
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Cargo
We operate under a distinct brand, Servisair Cargo.
We provide tailor-made solutions throughout the
air freight supply chain, from shipper to consignee.
Optimizing the interfaces between the airline and
the other operators such as freight forwarders,
sales agents, customs and shippers
Our range of services include…
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Aircraft loading / unloading
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Trucking
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Warehousing
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Fuelling
We offer airlines a range of solutions that enable
them to optimise all of their fuelling and fuel
management processes.
Our range of services include…
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Into-plane fuelling
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Fuel management
services
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Lounges
Servisair is the market leader in the provision of
common use airport lounges throughout Europe,
serving more than 1 million customers per year in
over 20 highly equipped and stylized facilities.
Our range of services include…
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DEALING WITH
PEOPLE
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INTRODUCTION
As a handling agent, Servisair staff are always in the front line. Our actions
will not only reflect on Servisair, but also on the airlines we represent.
Dealing with others is a skill like driving or playing golf. Some people are able
to do it naturally, others have to work at it.
We’re not all great at it so we need to practice and be given the advise and
skills required to get it right
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COMMUNICATION
Why do you think it is so important for us to communicate well?
We’re passing vital information about safety and security issues
Who do you think we would have to communicate with?
Passengers, Police, Security, Fellow staff, Caterers, Fuellers, PRM,
Crew and Immigration
The Oxford English Dictionary defines 'Communicate' as:
“to succeed in conveying information, evoking understanding”.
Communication is a two way process and we have to think about
how we appear to the other person.
Research has shown that you have a few seconds to create a
lasting impression, so we need to make sure we communicate
effectively immediately.
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COMMUNICATION
So, if we only have a couple of seconds to create a lasting impression we
need to think of the following:
•What do I look like?
• What do I sound like?
• What do I say?
• How well do I listen and understand?
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COMMUNICATION
What do we use to send a message?
Any message is made up of three parts:
• Words we use
• Tone of voice
• Body language
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MESSAGE ELEMENTS
How much of the message do you think is made up of each element?
7%
Words = 7%
55%
38%
Tone
= 38%
Body language
= 55%
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MESSAGE ELEMENTS
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If you deal with someone face to face you have a good chance of
understanding the whole message.
•
If you talk on the telephone, you immediately lose half the message.
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If you send an e-mail there is less than a tenth of the message getting
across.
Knowing this is important to us as service professionals as it affects
the way we deal with people. We need to understand the whole
message, and where it can go wrong.
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MESSAGE ELEMENTS
Imagine a five year old who has just found something on the floor, and they
ask you- “what is this?”.
What tone of voice would they use?
What would their body language be?
Now imagine you have done something at work that your boss is not pleased
with.
They come walking across to you and ask - “what is this?”.
What tone of voice would they use?
What would their body language be?
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MESSAGE ELEMENTS
It's exactly the same words, but with completely different
meanings.
You have to make sure that your body language says the same
thing as what you are saying.
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MESSAGE ELEMENTS
Another thing to bear in mind is personal space
Time for a little exercise
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MESSAGE ELEMENTS
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Everyone has similar personal space needs. You must be aware that
what you find comfortable may not be the same for someone else.
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Your tone of voice also effects the way people receive the message.
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If you talk quickly, the listeners heart rate and adrenalin flow increase.
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Speaking loudly increases the listeners blood pressure and adrenalin
flow.
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Speaking calmly, smoothly and softly will help to soothe the listener.
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In most situations, you will want to speak smoothly and calmly to get
your message across. In an emergency though, you will want to speak
loudly, clearly, and quickly to get people moving.
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STEREOTYPING
Another thing that stops you getting your message across is
stereotyping.
It is where we assume someone will react in a certain way because of
how they look or how they act.
Can anyone think of any examples of stereotyping that happen every
day?
How can it stop our message getting across?
If we assume knowledge, the information we are conveying may not be
understood.
It is important to realise we are not all the same. You have to listen and
understand each individual and respond accordingly.
Occasionally, you will be surprised by some one’s reaction and this is
because you have said or done something , and expected a different
reaction – you have stereotyped.
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BEHAVIOUR
Human beings are like animals, and as animals the natural instinct is to see
a situation and immediately react.
By thinking before we respond, and then adopting the right attitude and
behaviour, we have a greater chance of getting the information or outcomes
that we want.
As professionals, it is our role to break the cycle by adopting a positive
attitude, and trying to find a win/win position.
The best way to do this is to stay rational and calm.
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BEHAVIOUR
One way of doing this is to adopt the five 'A' technique:
Be Aware
Do not get Angry
Decide what to do with Abuse
Maintain a positive Attitude
Be Assertive
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Human Factors
Imagine you are a passenger. You have been delayed for four hours, and now
you have been told that your flight is cancelled.
• How rational are you feeling?
• How emotional are you feeling?
• What emotions will you have?
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Human Factors
Now imagine its 3am on a cold, wet January morning.
The rain is dripping down the neck of your coat, and you are waiting at the
side of the aircraft for the cabin crew to open the doors.
You have already been stood there for 10 minutes, you have been on shift
since 9pm, and have not had a break, all you want is a cup of tea.
How rational are you feeling?
How emotional are you feeling?
What emotions will you have?
How are you going to react if someone asks you if you could just do
another job before you go for a cup of tea?
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Human Factors
All of these feelings and emotions will be building and building and
eventually
BOOM!
It may be a seemingly little thing that sets the other person off, but its as
a result of all of the other things that have gone on, and you are just
taking the brunt.
If you see a situation building, or find yourself in one, do everything you
can to stay calm and professional. Again be aware of what is going on.
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TOOLS AND TECHNIQUES
There are some techniques you can use to try and get the other person to
calm down too.
One of the first things is to win their trust. You can do this by listening to
them, and showing that you understand their situation.
Empathy can play a big part in helping to calm the other person down.
Empathy works because it acknowledges peoples feelings, they recognise
that you are listening and taking them seriously and they will normally calm
down.
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TOOLS AND TECHNIQUES
It is not just about saying the words, but it is about:
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Putting yourself in their shoes
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Acknowledging their feelings
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Standing next to the 'I am seeing it from your point of view‘
You can use phrases like:
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“I can see you are angry”
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“I can understand how frustrating that is”
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“These delays are very frustrating”
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TOOLS AND TECHNIQUES
If you EVER feel unsafe, you MUST move away from the situation and
seek assistance. There are a number of people on each station trained
specifically to deal with extremely difficult situations.
What else could you do to defuse the person?
• Do not ignore the situation
• Take the concerns seriously
• Give the person accurate information
• Do not waffle or lie
• Do not shout, or patronise the person
It all comes down to dealing with the other person with respect.
If you do this, behave professionally, listen, communicate clearly and give
impression that you are willing to help (even when there is little that you
can do), you will normally be able to clam things down.
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Service Standards
Be willing to help customers and be attentive to their needs
Focus on the customers, respond to their individual needs
Be involved and proactive
Make every effort to meet the customers needs and help them
Be courteous and friendly
Be tactful, warm and friendly
Be impeccably dressed and well mannered
Respect the uniform standards and personal presentation
Deliver a high level of expertise
Give efficient, reliable service in all circumstances
Provide relevant information regularly
Give all available information in a clear precise way
Create a welcoming environment
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Progression with
Servisair
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Progression with Servisair
Here’s just a couple of examples of our local staff who
have progressed within Servisair here at Cardiff
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Job Opportunities
Passenger Service Agent – Adrian Evans
Adrian has worked for the company
for 10 years starting as a ramp
agent and then made the move to
passenger services and has stayed
ever since.
“I enjoy the different challenges that
face us everyday, I love the
interaction between different
departments and general public.”
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Passenger Service Agent
Skills and Qualities Required
Excellent communication skills
Self motivated
Excellent customer service skills
Good time keeping
Key Responsibilities
Checking-in
Meeting and boarding flights
Passport and visa checks
Dealing with general passenger enquiries
Ensuring health, safety and security measures are met
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Job Opportunities
Supervisor – Kay Lloyd
Kay has worked for the company for
14 years, she began as a check in
agent, she was asked to become a
line trainer for the seasonal staff;
which she accepted. Kay then took
a position on the Ticket Desk to try
her hand at ticketing . Her
passenger services strings pulled
her back when she became a
Passenger Services Supervisor.
“I love variety and meeting different
people on a daily basis”
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Passenger Service Supervisor
Skills and Qualities Required
Excellent communication skills
Self motivated
Excellent customer service skills
Ability to lead, direct and coach staff
Ability to cope with difficult situations and problem solve
Key Responsibilities
To supervise and manage departures and arrivals
To comply with health, safety and security regulations at all times
Maintain discipline and standards within passenger services areas
Monitor resources to ensure our customer agreements are met
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Job Opportunities
Dispatcher – Nicola Evans
Nicola began working for the
company 7 years ago as a part time
seasonal check in agent, she
secured a permanent position and
soon after moved to the Operations
department as a Dispatcher.
“Delays and organized chaos are
my favourite days, it’s busy but fun.
I love the responsibility of being a
Dispatcher”
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Dispatcher
Skills and Qualities Required
Good standard of numeracy and literacy
Excellent Communication skills
Team player
Ability to work to deadlines under pressure
Pleasant and positive attitude
Key Responsibilities
Liaising with flight deck, cabin crew and other service providers
Co-ordinating the aircraft turnround
Communicating with ramp agents and gate staff
Manual weight and balance of the aircraft
Adhering to all health, safety and security regulations
Ensure accurate and prompt completion of relevant documentation
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Job Opportunities
Operations Supervisor – Tara Fenton
Tara has worked for Servisair for 9
years she began as a part time
check in agent, she applied for a
Dispatch position and was
successful. Soon after Tara was
promoted to Operations Supervisor.
“No two days are the same, and I
love it. You have to problem solve
on daily basis, always having to
think on your feet”
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Operations Supervisor
Skills and Qualities Required
Excellent communication skills
Self motivated
Ability to lead, direct and coach staff
Ability to cope with difficult situations and problem solve
Ability to work to deadlines under pressure
Excellent organisational skills
Key Responsibilities
To comply with health, safety and security regulations at all times
Maintain discipline and standards within Operations department
Monitor resources to ensure our customer agreements are met
Conduct daily audits
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Job Opportunities
Team Leader – Jeff Cleave
Jeff has worked for the company
for 11 years, he started as a
temporary ramp agent and was
quickly promoted to Baggage Sort
Supervisor once this was under his
belt moved on for an active role on
the apron as a Team Leader. He
currently operates all specialized
equipment for apron areas and de
ices aircraft during the winter
months.
“I love the job, its extremely unique.
Not many people can say they can
push an aircraft and I enjoy working
outdoors.”
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Ramp Team Leader
Skills and Qualities Required
Ability to lead, organise, coach and supervise a team of ramp agents
Ability to work to deadlines under pressure
Team player
Excellent communication skills
Key Responsibilities
Ensure accurate and prompt completion of relevant documentation
To comply with health, safety and security regulations at all times
Liaise with Operations, Dispatch and Flight Crew
Maintain discipline and standards within the team
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Job Opportunities
Ticket Desk – Ceri Raffill
Ceri joined 3 years ago as a
part time seasonal check in
agent. Ceri then applied for a
permanent position on the
Ticket Desk and joined the team
as a permanent fixture.
“It’s a challenge working on the
ticket desk, there is a lot to learn
but it’s worth it. I love the airport
environment and dealing with
passengers, it’s really
rewarding”
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Ticket Desk Agent
Skills and Qualities Required
Ability to work under pressure
High level of initiative
Numeracy and accuracy
Assertiveness
Excellent time management
Excellent communication skills
Key Responsibilities
Reservations, fare quotes and ticket sales
Calculation of excess baggage charges
Balancing taking for sales reports
Rerouting and accommodating passengers in case of irregularities
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Job Opportunities
Duty Manager – Nick Shires
Nick has been with the company for
7 years, he started as a seasonal
ramp agent and managed to secure
a permanent part time position. Nick
then applied for the Duty Manager
position and as you can see, was
successful and has been part of the
management team for 3 years. He
has recently been appointed the De
Icing Manager.
“Everyday is different, expect the
unexpected”
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Duty Manager
Skills and Qualities Required
Excellent communication skills
Self motivated
Ability to lead, direct and coach staff
Ability to cope with difficult situations and problem solve
Have an excellent understanding of all regulatory procedures
Key Responsibilities
Maintain discipline and standards
Monitor all areas of the operation to ensure sufficient resources are available
Conduct return to work interviews
Carry out disciplinary procedures and
Liaise with customer airlines, service providers and operational departments
Conduct daily audits
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Recruitment
If after seeing all of our job opportunities you can think of someone
suitable for the role, we are due to start a recruitment drive in
January 2011.
Please email the address below to request an application form
[email protected]
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Thank you
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