terminal services division
Transcript of terminal services division
Vision:
“To provide world class
airport
services
to all our customers”
Vision:
“To provide world class
airport
services
to all our customers”
LEARNING & DEVELOPMENT MANAGEMENTLEARNING & DEVELOPMENT MANAGEMENT Basic Airport OperationsBasic Airport Operations
“Terminal Operations”“Terminal Operations”byby
Mohd Suhaimi MubinMohd Suhaimi Mubin
Malaysia Airports Holdings Berhad (487092-W)
INTRODUCTION TOTERMINAL SERVICES DIVISION
MA SEPANG SDN BHD
KUALA LUMPURINTERNATIONAL AIRPORT (KLIA)
BYMOHD SUHAIMI MUBIN
Malaysia Airports Holdings Berhad (487092-W)
CONTENTS
1.Objective
2. Roles & Responsibilities
3.SOPs – Standard Operating Procedures
4. SPPs – Standard People Practises
Malaysia Airports Holdings Berhad (487092-W)
OBJECTIVES
At the end of the session, participants will be able to understand the basic concept, functions and duties of Terminal Services
Division.
Malaysia Airports Holdings Berhad (487092-W)
What is Terminal Services Division (TSD)
TSD is a unit that manages and coordinates with the KLIA Community to ensure
Services provided are prompt, courteous, efficient, user friendly and hassle free
environment.
Malaysia Airports Holdings Berhad (487092-W)
Terminal Organisation Structure
S E N IO R IN F O . A S S T. C L E R K
S E N IO R IN F . A S S T.S H IF T A
T E R M IN A L E X E C U T IV ES H IF T A
D U T Y O F F IC E R(G R E D 14 )
S E N IO R IN F . A S S T.(G R E D 13 )
T E R M IN A L E X E C U T IV ES H IF T B
H O U S EK E E P ER
T A N G O A L P H A(M T B )
T A N G O B R A V O(C P )
H O U S EK E E P ER
T A N G O C H A R L IE(S A T )
D U T Y O F F IC E R(G R E D 14 )
1 3 IN F . A S S T.
S E N IO R IN F . A S S T(G R E D 13 )
T E R M IN A L E X E C U T IV ES H IF T C
D U T Y O F F IC E R(G R E D 14 )
S E N IO R IN F . A S S T.(G R E D 13 )
T E R M IN A L E X E C U T IV ES H IF T D
T ERM INAL EXECUT IVE 2(F LO A T IN G )
T E R M IN A L E X E C U T IV E 1(O F F IC E H O U R S)
T E R M IN A L M A N A G E R
S E N IO R O P E R A T IO N M A N A G E R
G E N E R A L M A N A G E R
Malaysia Airports Holdings Berhad (487092-W)
Terminal Operations Division
Roles and Responsibilities
Malaysia Airports Holdings Berhad (487092-W)
AREAS OF RESPONSIBILITIESAREAS OF RESPONSIBILITIES
TSD
MTB
Area: 241,000 sq.m
CP
Area : 95,000 sq. m
SAT
Area : 143,404 sq. m
Total Area
Size: 479,404 sq. m
Malaysia Airports Holdings Berhad (487092-W)
Roles of Terminal Services DivisionRoles of Terminal Services Division
A. During Normal Operations
i. To ensure smooth running of the following services:
:-Accurate information:-Serviceable System
:-Cleanliness :-Clear signages :-Customer service.
Malaysia Airports Holdings Berhad (487092-W)
ii. To ensure that the terminal workforce are highly dedicated in order to provide world class airport services to our valued customers.
iii.To ensure and constantly enforce policies and procedures established by the management.
iv. To ensure that performance standards of the division are maintained.
Malaysia Airports Holdings Berhad (487092-W)
v. To coordinate activities between various service- providers at the airport in order to ensure smooth and efficient Terminal Operations
vi.To ensure that at all times, seamless VVIP, VIP and CIP processes at KLIA VVIP Complex and Terminal Building
vii.Report to the Airport Operation Centre on significant events and incidents that happen at the Terminal for onward action as per SOP
viii. Contract management
Malaysia Airports Holdings Berhad (487092-W)
B. During EmergencyTo act according to the Airport Emergency Procedure and work closely with Airport Operation Centre and Crisis Control Centre such as:
- Aircraft Crash- Bomb Threat- Full Emergency- Structure Fire- Ground Incident
C. Crisis such as:- System (FIDS,BIDS, BHS-PCPS)- No Water/Electricity- No Electricity Supply- Medical Alerts- Violent attacks at Terminal
Malaysia Airports Holdings Berhad (487092-W)
D. Zoning Responsibilities
A. Main Terminal Building- Zone 1: Level 5 & Level 1- zone 2: Level 4 - zone 3: Level 3 & Level 2
B. Contact Pier-Zone 4: Level 3, level 3 and level 1
C. Satellite- Zone 5: Mezzanine level, passenger level & Level 1
D. VVIP Room at MTB & Bunga Raya Complex- Zone 6:
Malaysia Airports Holdings Berhad (487092-W)
TERMINAL SERVICES DIVISIONWHO?- Terminal Manager - Senior Information Assistant - Duty Executive- Duty Officer- Information Assistant
HOW WE WORK?- 4 shifts system (A-Alpha, B-Bravo, C-Charlie & D-Delta) - 7 days a week including Public Holiday- Standard Operating Procedure (SOP)- Standard People Practise (SPP)- AEP- ISO 9002
Malaysia Airports Holdings Berhad (487092-W)
RUNWAY
ARRIVALCONCOURSE
PIER
GATE
APRON
TAXIWAY
RUNWAY
GATE
APRON
TAXIWAYAIRCRAFT
PROCESSINGE.G. FUEL
APPROACH
PASSENGERBAGGAGERECLAIM
ROADSPARKING ROADS PARKING
DEPARTURECONCOURSE
PIER
PASSENGERAREA
PROCESSING
CATERING
CARGOPROCESSING
OTHER GROUNDTRANSPORT
DEPARTURE
AIR
SID
EL
AN
DS
IDE
TE
RM
INA
L
PUBLIC AREAS PUBLIC AREAS
FACILITATION PROCESSES
Malaysia Airports Holdings Berhad (487092-W)
STANDARD OPERATING PROCEDURES (SOP)STANDARD OPERATING PROCEDURES (SOP)
1. 1. INSPECTIONINSPECTION
:- Routine Inspection:- Routine Inspection
: - Inspection Based on Report: - Inspection Based on Report
:- Inspection prior to event:- Inspection prior to event
2. 2. HANDLING VVIPHANDLING VVIP
:- Normal/ Immediate Booking:- Normal/ Immediate Booking
:- Private Booking:- Private Booking
:- VVIP’s Arrival/ Departure at Terminal :- VVIP’s Arrival/ Departure at Terminal
:- VVIP’s Arrival/ Departure at Bunga Raya Complex:- VVIP’s Arrival/ Departure at Bunga Raya Complex
:- Information on Flight Delay:- Information on Flight Delay
3. 3. CUSTOMER SATISFACTION & IMPROVEMENTCUSTOMER SATISFACTION & IMPROVEMENT
:- Handling passengers at Information Counter:- Handling passengers at Information Counter
:- Handling Complaint:- Handling Complaint
:- Handling Complaint at Information Counter:- Handling Complaint at Information Counter
:- Public Announcement:- Public Announcement
:- Operation of PABX:- Operation of PABX
Malaysia Airports Holdings Berhad (487092-W)
STANDARD OPERATING PROCEDURES (SOP) Cont..STANDARD OPERATING PROCEDURES (SOP) Cont..
4. 4. INCIDENT & ACCIDENTINCIDENT & ACCIDENT
:- First Aid, Major injury and fatal Accident at Terminal:- First Aid, Major injury and fatal Accident at Terminal
:- Handling Dead Body:- Handling Dead Body
:- Transporting Invalids:- Transporting Invalids
5. 5. FALLBACK PROCEDUREFALLBACK PROCEDURE
:- TAMS failure:- TAMS failure :- TTS Failure :- TTS Failure :- Lost of Electrical Power Supply:- Lost of Electrical Power Supply
:- Lost of Water Supply:- Lost of Water Supply
6. 6. SCHEDULE MAINTENANCESCHEDULE MAINTENANCE
7. 7. WORK PERMITWORK PERMIT
8. 8. TRUNK RADIO SYSTEM - HOW TO USE TRUNK RADIOTRUNK RADIO SYSTEM - HOW TO USE TRUNK RADIO
9. 9. AD HOC FLIGHTAD HOC FLIGHT
10. 10. DIVERSION FLIGHTDIVERSION FLIGHT
11. 11. PURCHASING AND SUPPLIER CONTROLPURCHASING AND SUPPLIER CONTROL
Malaysia Airports Holdings Berhad (487092-W)
STANDARD PEOPLE PRACTICES (SPP)STANDARD PEOPLE PRACTICES (SPP)
• Wishing Passengers, Public and MAB StaffWishing Passengers, Public and MAB Staff
• Answering Telephone callsAnswering Telephone calls
• Handling Passengers/ Public at Information Handling Passengers/ Public at Information CounterCounter
• Handling Difficult Passengers/ PublicHandling Difficult Passengers/ Public
• Approach passengerApproach passenger
Malaysia Airports Holdings Berhad (487092-W)
CONCLUSION CONCLUSION
• Hassle free Environment
• Facilities that are user-friendly
• Services that are prompt, courteous and efficient
Malaysia Airports Holdings Berhad (487092-W)
Malaysia Airports Holdings Berhad (487092-W)
-End of presentation-
Malaysia Airports Holdings Berhad (487092-W)
Thank youThank you
End of End of PresentationPresentation