The Airport Services Officer

Name: Manju Saira John

Occupation: Officer, EMACS (Airport Services)

Number of Years in Profession: 13 years

Nationality: Indian

SS: What made you choose this career path?
MSJ: It's always been my dream to work at the airport. So when I got the opportunity, it literally was a dream come true and I jumped at the chance.

SS: What qualifications do you require for this job?
MSJ: Technical and academic qualifications are, of course, a must. Apart from those, you need good communication skills, along with patience and a genuine concern for others.

SS: Describe your typical day at work.
MSJ: My job is to make sure that our frontline airport staff and supervisors are meeting the company's customer service standards. My typical day begins with a staff meeting and the rest of my time is spent ensuring that our high standards are met.

I do this by executing random spot-checks on our staff, and working with new recruits to develop action plans for them and coach on our policies and standards. Each day is different and brings its own challenges. In the case of flight disruptions, misconnections or critical flights, we have to handle passengers, baggage, and any other surprises we may get!

SS: What is the most enjoyable part of your job?
MSJ: What I love about my job is that I get the opportunity to interact with people of various nationalities and cultures, and I learn so much from them.

SS: What is the single most challenging aspect of your job?
MSJ: It is most challenging when a new destination is announced. From the inception plan to the first take-off, every aspect is so important, and I consider it a personal achievement if everything goes smoothly.

SS: What advice would you give to Skysurfers who wish to follow a similar career path?
MSJ: If you're considering this career, do not let the 'glamour' attract you, but the desire to serve and the willingness to go the extra mile in the event of an emergency.