Duty Manager Training Plan of Hamad Airport - Term Paper Example

DUTY TERMINAL MANAGER TRAINING PLAN Table of contents Introduction……………………………………………………………………. 3 Needs and skills analysis………………………………………………………. 3 Instructional methods…………………………………………………………...4 Training Methodology………………………………………………………… 8 Testing and Evaluation………………………………………………………… 9 Training Materials……………………………………………………………… 9 Issues and recommendations ………………………………………………….. 10 Summary……………………………………………………………………….. 11 References……………………………………………………………………… 12 Introduction As airports are essential national resources, which transport people, goods and play a great role in regional, national and international commerce, effective human resources within these establishments are critical. Currently, many airports recognize the growing importance of their human resources conceptualizing them in strategic ways in order to obtain a competitive advantage (Schuler & MacMillan, 1984). For that purpose, human resources and human resource management and practices enable airports to meet the infrastructure requirements of well-organized institutions, where such practice as training and development of employees is an essential step to retain and motivate staff and thus have greater profitability, high productivity and ensure airports to obtain other competitive advantages. At Hamad International Airport which is a heart of Qatar Airways, such values as comfort, convenience and choice matter the most for the modern traveller (Your gateway to the world, 2015), thus it is vital for an airport to ensure these values to be brought to its consumers. People, whether they are experienced staff or the newcomers, are those who bring these values to each consumer and ensure the airport its efficiency and care about customers. To better understand how employees should be taught with necessary values, the following paper will represent a six-month training plan for newcomers in Hamad International Airport. Needs and skills analysis Similar to the aviation industry emphasis on motivation and flexibility, the training plan for newcomers of Hamad International Airport and Terminal duty manager position in particular, new employees should be assessed on skills and abilities for this role. The training plan organized for the period of 6 month will let new employees understand the airport’s complex functions and those operations connected with the position of Terminal duty manager. Thus, among the job functions of Hamad International Airport, there are such of Terminal duty manager, Customer Service Supervisor, Terminal Stander Supervisor, Information Desk Agent, Call Centre, Lost and Found that constitute the main workforce of the airport. Employees are expected to be independent thinkers able to make decisions based on the limited amount of information. Thus, adaptability and action orientation are the main useful skills working as Terminal duty manager. Good communication and interpersonal skills as well as decision making and customer focus, good self-management and orientation on result are critical for the position of Terminal duty manager. Instructional methods For this training program the demonstrator style of instructional method will be used. The style will give opportunity to present the general information on the position of Terminal duty manager and activities of Hamad International Airport. It will present the main responsibilities within the position, skills and abilities necessary for effective accomplishment of tasks at the position of Terminal duty manager. During the training program, the trainees will be provided with the procedures of Hamad International Airport and conduct the rotation of employees for better understanding if the manager role within different units of the Airport. The lecturer will incorporate such formats of providing information as lecture, case study, brainstorming sessions and practical involvement of all the new employees. General knowledge of purpose The section of general knowledge of purpose represents to new employees of Hamad International Airport with the structure of the training program, describes the job characteristics, informs about the scheduling and illustrates the draft goals of the upcoming training. The lecturer or the appointed manager introduces newcomers with what is to be a Terminal duty manager within the airport of one of the most honored country Thus, the Terminal duty manager is responsible for managing operations in the Airport on the basis of day-to-day running of appointed terminal areas. This is an intense working environment with no similar days. These non-routine tasks give an employee opportunity to master ability to multi-task, prioritize and undertake work as it is required by the Airport internal procedures and regulations. Terminal duty manager is responsible for accurate provision of service in compliance with the in time and optimal use of airport facilities and resources being at the same time certain budget holder for operations connected with the role. Hence, certain commercial awareness is a must. As a manager, the employee will be able to understake regular negotiations with Airlines, Regulatory bodies, other stakeholders, Tenants, Concessionaires and Control Authorities. Hence, strong influencing, diplomatic, negotiator and disciplinarian skills are essential to the role. Responsibilities awareness The training program is directed on developing awareness of the main responsibilities of Terminal duty manager. The trainees will be required to actively manage the day-to-day running of the Airport across such functions as Security, Dispatch and Passenger. The employees should understand that they will have to effectively manage terminal supervisors in order to ensure all Airport operations were run in accordance with the auditing and appraisal processes. The lecturer will also introduce newcomer with other responsibilities such as ability to ensure and promote compliance with the safety standards and practices of Aerodrome License. It is up to the manager’s duty to ensure the interests of the Airport Company to be protected to all operations and adapting operational safety. Terminal duty managers will assist the Airport Operations Manager with Airport station, ensure that all failures and near misses to be reported accordingly and equipment to be used in a safe and serviceable manner. Skills and abilities The trainees will be introduced the skills they should possess for effective accomplishment of their work as Terminal duty managers. These are the ability to self-management and effective time management where characteristics of punctuality and regular work attendance will be present. In addition, efficient and effective use of work time, Airport equipment and resources should be considered. During the weeks of identifying skills for the current position, the newcomers will be able to seek and assume additional responsibilities. As the company follows the policy of integrity and honesty, these characteristics of new and current employees are valued the most. Being a manager means to treat others with respect and dignity and focus on the situation or an issue rather than on the individual. During the training Terminal duty managers will obtain knowledge how to provide products and services that meet the requirements and expectations of Hamad International Airport customers. They will be acknowledged that customer satisfaction is the main measure of quality, thus appropriate problem solving methods to improve certain processes and situations should be obtained. The trainees will be also introduced ways that support and focus on the vision, mission, and goals of the Airport organization and its team, where understanding of the benefits of teamwork and assistance to others are vital characteristics of good manager. The Airport management finds it appropriate managers to participate in opportunities that increase knowledge and skills, enable employees to develop or upgrade their abilities at work. Procedures awareness The work within an Airport should be also adhered in accordance with such documents as Passenger Services Manual, Security Procedures Manual, Airside Standard Working Procedures Manual and others. These documents will enable Terminal duty managers to report and communicate procedures and flow to the country authorities such as Ministry Of Interior and Fault Report Centre, Qatar Airways, Qatar Aviation Services, Qatar Duty Free, Immigration, Concourses, Lounges and Customs. During the training course, employees will also be represented to applicable rules of Airport operations and regulations, legislation and procedures of Code of Conduct, Health & Safety, Data Protection, Civil Aviation Authority and Health and Safety Executive bodies. Rotation between the Stakeholders In order to ensure the full understanding of all Airport activities, the section of Rotation will enable trainees to participate in operations of Qatar Airways and Qatar Aviation Services. Knowledge transfer will be provided on exact works and procedures with the Passengers, Airlines and the Transfer Desk for both Qatar Airways and Qatar Aviation Services English courses To ensure each Airport manager to be able to communicate free with the passengers, customers, other employees, communication skills in English, in particular, will be expected to meet the company requirements. Training Methodology Lecture The training program uses lectures as the main type of training methods to make sure all necessary content will be covered. To fully introduce the training information, lectures will be combined with other case studies, brainstorming sessions and practical lessons. Case Study Trainees will be provided written and oral variants of real-life situations in order to individually or in groups analyze the case and then find solution and make recommendations. Brainstorming Sessions during which trainees will be able to generate ideas with the help of creative and spontaneous flow of suggestions is effective method to judge and evaluate different suggestions. Employees will be able to analyze and explore useful ideas and evaluate their effectiveness. Critique Another method used in training is the critique session, during which learners are taught to analyze the strengths and weaknesses of a certain approach, proposal and situation and make further improvements. Practice Practical part of the training will be used to reinforce obtained skills. Testing and Evaluation Section of testing and evaluation of the training will be conducted by an appropriate supervisor or manager in a form of verbal and written feedback on the basis of obtained during the training skills and acquired responsibilities. Based on the information about how the training affected employees’ performance, how it affected their behavior and whether there was a transfer from the theories to the real-life situations, it will be possible to make an effective evaluation. Training Materials Training program Prospectus As s part of working schedule, the training session of 6 months will be divided into several parts of theoretical learning of airport functioning under the experienced Duty terminal manager and practical involvement by scheduling arrangement while the ample time will be spent working under the position of Duty terminal manager under the guidance. Training Program Test Sets, Provided by Manager or Supervisor Training program curriculum Session name Details Date/ Duration General knowledge Discussion of the training program, job description, accurate scheduling information, draft goals for the upcoming training 1/08/2015 1 week Responsibilities awareness Introduction of Terminal duty manager responsibilities and duties 10/08/2015 1 month weeks Skills and abilities The desired skills for effective acquiring of the role will be represented 10/09/2015 1 and a half months Procedures awareness Employees will be introduced with the procedures and regulations of Airport 10/10/2015 1 month Rotation between the Stakeholders Takes place between Qatar Airways and Qatar Aviation Services in order to ensure knowledge on exact works and procedures with the Passengers, Airlines and the Transfer Desk for both Qatar Airways and Qatar Aviation Services 2 months English course Provided on the basis of individual assessment test 01/08/2015 Through all period of training Evaluation testing Conducted by an appropriate supervisor/ manager in a form of verbal and written feedback, on the basis of essential skills and responsibilities, schedule compatibility and professional relations; Use of Behavior and Results program evaluation 01/03/2016 To cover all newcomers, the testing will last 1 to 2 weeks Issues and recommendations Trainees will be prepared to face challenges and issues during their work. Thus, interpersonal conflict is the most often case. Being with the different points of view with the employees and management requires Terminal duty manager to fully master skills of effective conflict handling. For this purpose, there is a need to visit Conflict resolution training or Effective people management techniques training. Along with this, arguing with customers is what Hamad International Airport wants to avoid by all means as such activities negatively influence company’s reputation. That is why trainees and newcomers should be aware of possible issues at work and how to manage the. Another important issue that manager can face with is readiness to change plans. Due to the unpredictable situations in the Airport, employees should be able to manage the situation and solve the problems regarding the side it concerned. For newcomers these situations should be introduced as the examples and employees should be taught how to solve them. Summary The goal of the training was to introduce the necessary skills, abilities and knowledge necessary to acquire the role of Terminal duty manager within Hamad International Airport. Topics covered included instructional methods with the description of general information about the Airport and position of Terminal duty manager; responsibilities and skills necessary for the manager; the training introduced procedures of the Hamad International Airport. Employees were proposed to use a rotation plan to better understand manager’s role and duties. Lectures and brainstorming sessions, as well as case studies and practical sessions were planned to help employees to understand how the Airport sees managers on their positions. The training program schedule will ensure the constant learning and better understanding of what employees will study across the training. References Schuler, R. and MacMillan, I., (1984). Gaining Competitive Advantage through Human Resource Management Practices, Human Resource Management, Vol. 23, Number 3, Pp. 241-255 Your gateway to the world, (2015). The official website for Hamad International Airport, Retrieved from http://www.qatarairways.com/global/en/hamad-international-airport.page Read More