Sr. Associate - Lost & Found

The role is responsible for overseeing the end-to-end operations of the Lost & Found (L&F) main store at the airport, ensuring adherence to defined guidelines, roles, and responsibilities. The position involves safe handling, storage, and secure return of lost items to rightful claimants in a transparent, efficient, and passenger-centric manner. It includes maintaining accurate inventory records, proper documentation, and ensuring regulatory compliance. The role also involves close coordination with the Terminal L&F teams to facilitate timely and secure transfer of items to the main store.

Accountabilities

Key Performance Indicators (KPIs)

Categorization & Storage

• Systematically categorize and store lost items based on type, value, and perishability.
• Maintain secure custody of valuable items, ensuring appropriate handling procedures.
• Coordinate with terminal L&F teams for secure and timely transfer of articles from terminal buildings to the main L&F stores.

• No. of Audits
• Record of timely shifting of LPs

Handover & Claim Process

• Ensure secure handover protocols, including identity verification and acknowledgment receipts.
• Verify claimants and hand over items based on the nature and value of each item.

• Accuracy in Documentation

Documentation & Inventory Control

• Maintain accurate receipts, documentation, and inventory logs for all L&F articles to ensure transparency and traceability.
• Manage a centralized L&F database for real-time tracking and record maintenance. (Gazette Notification & AAI lost Property regulation 2023)

• Accuracy in Documentation

Complaint Handling & Passenger Support

• Ensure timely response and resolution for lost property inquiries and complaints, providing a customer-focused experience.
• Coordinate with terminal L&F teams for secure and timely transfer of articles from terminal buildings to the main L&F store.

• Zero Complaints

• Passengers/Visitors, Customs, CISF
• Airlines/GHAs, NGOs, RAXA

• S&V, IT, Finishes
• TOPS, Estate Management

• Adhere to the actions, processes suggested to reduce cost of materials used for the upkeep of LP items by using them optimally.

• Close coordination with Terminals Team
• Coordination with the Internal and External Stake holders
• Timely escalation of issues for corrective action

• Graduate in any discipline, Reputed institute of Aviation or Hospitality management
• Proficient in MS office, especially in Excel, Word, and Power Point
• Proficient in basic data Analytics
• Basic knowledge of Inventory management

• Good knowledge about Airport Operations.
• 2 to 5 years of relevant experience in Aviation/Hotel/Hospitality
• Appropriate knowledge & experience in Lost & Property handling