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58 | FireFlyz
Impromptu
Firefly’s Associate, Standard and Procedure,
Dinesh Subramaniam
,
shares insights on his role of maintaining procedures and overseeing
the smooth flowof the reservation process.
The Procedure Driven Man
E
very
industry has their own standard operat-
ing procedures(SOP). In the airline industry,
a certain level of skills and procedures are
expected of its staff to ensure the smooth
running of the operations. From reservation
to in flight experience, guests of airlines like
Firefly are always looking forward to top
notch service throughout their journey. As Firefly’s Associate,
Standard and Procedure, Dinesh Subramaniam is responsible
for maintaining the standards of the services provided by
the reservation team while making sure that all procedures
are adhered to.
What are your responsibilities as Associate, Standards &
Procedure?
I am in charge of maintaining and updating departmental
manuals. If there are any new and revised procedures, I will
make sure that everyone in the Reservation Team is aware of
it. I also supervise MH (Malaysian Airlines) Ticketing staff at
Subang airport and conduct reservation and product training
for new employees.
Can you tell us a littlemore about your background?
I was born and raised in Kuala Selangor. I am the eldest in
my family of three. After graduating from Management and
Science University (MSU), I continued my studies at Advance
Aeronautics Training Academy, Ipoh in UK CAA Part-66
Modular course.
What sort of skills and knowledge is
needed for your position?
Being the custodian of the master copy
of all departmental manuals also means
being the one who is charge of disposal
of obsolete issues. It is also important to
be able to liaise with regulatory bodies
to obtain approval for amendments to
the procedures published in the manuals.
What were you doing prior to being
appointed Associate, Standards &
Procedure?
I first joined Firefly in July 2010 as a call
centre officer before I became a team
leader. I was then promoted to the Refund
& Fraud Management department and
was offered this current position after
that.
Dinesh at work