Ground Staff Roles and Responsibilities

🛠️ 1. Operations Staff

Report at least 30 minutes before the scheduled shift.
Coordinate with ATC, engineers, and flight crew for arrival and departure.
Ensure proper aircraft parking and marshalling.
Monitor and manage refueling, catering, water, and lavatory services.
Verify all documents: load sheet, NOTAMs, flight plan, and weight balance.
Follow aircraft pushback and taxiing protocols strictly.
Use approved hand signals or wireless headsets when communicating with crew.
Comply with ramp safety guidelines: high-visibility jackets, no phone zones, speed limits.

🛡️ 2. Safety & Security Staff

To protect passengers, employees, and airport assets from safety threats and ensure compliance with regulatory standards.

Wear proper security uniforms and badges at all times.
Conduct thorough security checks for passengers, staff, and visitors.
Operate screening equipment like X-ray machines, body scanners, and metal detectors.
Inspect checked-in and cabin baggage for prohibited items.
Patrol restricted areas including airside, cargo, and technical zones.
Respond to suspicious behavior, unattended items, or emergency situations.
Ensure access control using biometric verification and ID checks.
Enforce no-loitering and no-photography rules in restricted zones.
Stay updated on DGCA, ICAO, and local aviation authority regulations.

🧼 3. Cleaning & Maintenance Staff

To maintain cleanliness and hygiene across the airport and aircraft areas ensuring comfort, sanitation, and operational readiness.

Follow cleaning schedules for terminals, restrooms, lounges, and food courts.
Conduct aircraft interior cleaning between flights (tray tables, seats, lavatories).
Use airline-approved non-toxic and non-corrosive cleaning chemicals.
Segregate and dispose of general, recyclable, and hazardous waste properly.
Ensure pest control measures are regularly conducted.
Report broken fixtures, malfunctioning lighting, and plumbing issues to engineers.

💁 4. Customer Service Staff

To assist passengers from check-in to boarding and arrival, ensuring smooth travel and high levels of customer satisfaction.

Greet passengers with courtesy and professionalism.
Verify travel documents (ID, passport, visa) before issuing boarding passes.
Handle excess baggage payment and policy explanation tactfully.
Provide real-time updates on delays, cancellations, or gate changes.
Assist with online check-in kiosks and baggage drop procedures.
Arrange for wheelchairs and prioritize passengers with special needs (elderly, pregnant, differently-abled, minors).

📦 5. Baggage & Cargo Handling Staff

To manage the safe, efficient, and damage-free handling of baggage, freight, and cargo.

Rules & Responsibilities:

Tag and scan baggage correctly; match bags with passenger records.
Use lifting equipment safely to load and unload luggage from aircraft.
Follow guidelines for handling fragile, oversized, and special cargo (e.g., medical supplies, human remains).
Ensure even weight distribution to prevent aircraft imbalance.
Identify and separate dangerous goods; follow protocols for live animals.
Maintain proper records of cargo documents and manifests.
Use baggage tracking systems and manage lost-and-found desks.
Avoid tossing or mishandling luggage.

👥 6. Coordination & Supervisory Staff

Ensure seamless inter-departmental coordination, monitoring, and execution of SOPs across ground operations.

Rules & Responsibilities:

Conduct team briefings before and after shifts.
Oversee all departments: checklists, task completion, and incident reporting.
Coordinate ground handling, fueling, cleaning, and boarding schedules.
Maintain communication with airline control rooms, terminal management, and third-party vendors.
Monitor compliance and discipline across the team.
Prepare shift logs, delay reports, and operational summaries.

🧾 General Rules for All Ground Staff

Punctuality: Late arrivals will be marked and penalized as per HR policy.
Uniform: Always wear the correct uniform and airport-issued ID badge.
Professionalism: Maintain politeness, no loud talking, gossiping, or mobile usage during duty.
Health & Hygiene: Maintain physical fitness, hygiene, and attend periodic health checkups.
Discipline: No unauthorized breaks, loitering, or sleeping during shifts.
Teamwork: Support colleagues across departments during busy hours or disruptions.
Training: Attend monthly training sessions on safety, customer service, and emergency procedures.
Data Confidentiality: Do not disclose passenger or airline operational data to outsiders.
Safety Compliance: Follow all aviation safety rules, use PPE, and report safety breaches immediately.