Responsible for smooth flight operations and maintaining high standards of guest service. • Ensuring on-time performance and adherence to safety and statutory norms. • Supervising and motivating the team, Staff Rostering, Counter Controller, Ramp supervision. • Arrange alternate options for disrupted flights, Customer grievances redressal. • Initiate service recoveries, always Ensure Passenger Safety. • To allocate duties to Passenger Services Agents and down the line staff to ensure all areas are manned as per company standards. • To liaise with Operations Control Centre regarding flight delays and to co-ordinate with various departments viz. Engineering, ATC, Ground Handling Agents, Catering and Guest Services and make necessary arrangements. • To liaise with ATC and other authorities with regards to flight delays, cancellations. • To liaise with ATC to take necessary approvals for special charter flights and submits the DGCA approvals of schedule changes and amendments. • To deal with irate guests with regards to delays, cancellations, service-related complaints and to carry out service recovery. • Revert on mails on complaints and clarification required by Customer Relations Department on various customer complaints. • Keep track and ensure delivery of service commitments as per laid down Service