What you will learn
On completion of this course you will be able to:
- Manage and oversee the ground handling services according to the IATA Airport Handling Manual (AHM) and best industry practices
- Recognize and relate the bottlenecks in ground handling operations and how performance and quality of services can be improved in each area
- Work within the frame of the AHM and IATA Standard Ground Handling Agreement (SGHA)
- Build sustainable relationships between an airline and the Ground Handling Service Provider (GHSP) and with the internal and external stakeholders with whom a Station Manager interacts
- Provide guidance to local (own or contracted) personnel, ensuring standards such as quality and safety are always adhered to
Course content
The key topics that are covered during this course include:
- Cooperation with authorities at the airport
- Role, duties and responsibilities of a Station Manager
- Passenger handling activities
- Ramp handling activities
- Cargo handling activities
- Standard Ground Handling Agreements (SGHAs)
- Service Level Agreements (SLAs)
- Resources and Ground Service Equipment (GSE) management
- Aviation security awareness
- Safety Management System (SMS) awareness
- Occupational Health and Safety (OHS) awareness
- Emergency response planning
- Customer Service and Irregularities Handling
- ULD handling