Operations Executive for Airport Transfer and Limousine Service

Scope of Work – Operations Executive for Airport Transfer and Limousine Service

Position Title: Operations Executive – Airport Transfer and Limousine Service
Department: Operations
Reports To: Operations Manager

Overview:The Operations Executive will oversee the daily operations of airport transfer services and limousine services for ground transport. This role involves ensuring efficient and high-quality service delivery, managing a team of in-house and outsourced drivers, coordinating with clients, maintaining a fleet of vehicles, setting up Standard Operating Procedures (SOPs), and negotiating pricing with outsourced drivers.

Key Responsibilities:

1. Service Coordination:Coordinate and schedule airport transfer and limousine services for clients.
   Ensure timely pickup and drop-off services for all clients.
   Monitor and manage the dispatch system to optimize service efficiency.
   
2. Fleet Management:Oversee the maintenance and cleanliness of the vehicle fleet.
   Schedule regular vehicle inspections and servicing to ensure safety and reliability.
   Maintain accurate records of vehicle usage, maintenance, and repairs.
   
3. Driver Management:Supervise a team of in-house and outsourced drivers, ensuring they adhere to company policies and procedures.
   Conduct regular training sessions for drivers on customer service, safety, and route optimization.
   Handle driver scheduling, attendance, and performance evaluations.
   
4. Client Relations:Serve as the primary point of contact for clients regarding their transportation needs.
   Handle client inquiries, bookings, and feedback promptly and professionally.
   Develop and maintain strong relationships with clients to ensure repeat business and referrals.
   
5. Operational Efficiency:Monitor and analyze operational performance metrics to identify areas for improvement.
   Implement processes and procedures to enhance operational efficiency and service quality.
   Ensure compliance with all relevant regulations and company policies.
   
6. Problem Resolution:Address and resolve any service-related issues or emergencies that arise.
   Investigate and resolve client complaints in a timely and satisfactory manner.
   Develop contingency plans for unexpected situations to minimize service disruptions.
   
7. Reporting and Documentation:Prepare regular reports on operational performance, vehicle usage, and client satisfaction.
   Maintain accurate and up-to-date records of all operations-related activities.
   Assist in preparing and managing the operations budget.
   
8. Driver Planning and Management:Plan and manage the allocation of both in-house and outsourced drivers to ensure optimal coverage and efficiency.
   Establish and maintain relationships with outsourcing agencies and ensure outsourced drivers meet company standards.
   Monitor and evaluate the performance of both in-house and outsourced drivers to maintain high service quality.
   
9. Monitoring Booking Status:Continuously monitor the status of bookings to ensure all assignments are on track.
   Update and manage the booking system to reflect real-time statuses and changes.
   Communicate any delays or issues promptly to relevant stakeholders.
   
10. Standard Operating Procedures (SOPs):Develop, implement, and maintain SOPs for in-house and outsourced drivers to ensure consistent and high-quality service delivery.
    Regularly review and update SOPs to reflect best practices and regulatory changes.
    Train drivers and staff on SOPs and ensure compliance through regular audits and feedback sessions.
    
11. Negotiating Pricing with Outsourced Drivers:Negotiate competitive pricing and contract terms with outsourcing agencies and individual outsourced drivers.
    Ensure cost-effective solutions while maintaining high service standards.
    Regularly review and renegotiate contracts to reflect market conditions and operational needs.
    

Key Skills and Competencies:

• Strong organizational and multitasking skills.
• Excellent communication and interpersonal skills.
• Ability to lead and motivate a team.
• Proficiency in using dispatch and scheduling software.
• Knowledge of vehicle maintenance and fleet management.
• Strong problem-solving and decision-making abilities.
• Negotiation skills and the ability to secure favorable terms.
• Attention to detail and a commitment to service excellence.

Qualifications:

• Bachelor’s degree in Business Administration, Logistics, Transportation, or a related field.
• Minimum of 3-5 years of experience in operations management, preferably in the transportation or hospitality industry.
• Proven experience in managing a team and coordinating services.
• Familiarity with the local transportation regulations and standards.

Working Hours:

• Standard working hours are from 9:00 AM to 6:00 PM, Monday to Saturday, with flexibility required based on operational needs. Availability for weekends and holidays may be necessary.

Performance Metrics:

• Timeliness and reliability of airport transfer and limousine services.
• Client satisfaction and retention rates.
• Efficiency of fleet management and maintenance.
• Driver performance and adherence to schedules.
• Resolution of service-related issues and client complaints.
• Compliance with SOPs and regulatory standards.
• Cost-effectiveness and competitiveness of pricing agreements with outsourced drivers.

Compensation and Benefits:

• Competitive salary based on experience and qualifications.
• Performance-based bonuses.
• Medical and dental coverage.
• Professional development opportunities.
• Season parking in the office (excluding transportation and petrol costs).