Job Description

Roles & Responsibilities

In this role, you will plan, direct, and supervise the airport operation, overseeing team and service provider performance. Ensure financial, customer service, quality, safety, and security objectives are delivered in accordance with all applicable safety, security, regulatory and company requirements and standards. Supervise all elements of operations while on duty.

Accountabilities

Oversee all passenger and aircraft handling operations on a shift basis, ensuring adherence to all arrival/departure checklists, brand requirements, company policy/procedures and regulatory requirements
Responsible for the effective management of safety and security outcomes on a shift basis through hazard identification, safety and compliance monitoring and reporting
Ensure all flight editing and special guest requirements are met, including but not limited to assessment, planning and coordination of VIP/MAAS, PRM and special category guests
Effectively liaise with Guest Control, Network Control and SOC to manage operational disruption recovery and reduce impact to guest service and operational integrity
Deliver, maintain, and rehearse station emergency response plan, disruption planning, diversion/delay handling and business continuity plans
Responsible for on time performance on a shift basis including coordination, mitigation, accurate reporting, and follow-up of delays
Airport ancillary sales promotion, coordination, process compliance monitoring and adherence to associated targets
Responsible for promotion, delivery, monitoring and reporting on customer service-related standards, including performance against associated KPIs
Ensuring adherence to local authority requirements, including but not limited to arrival/departure documentation and reporting
Make day-to-day operational decisions to manage and mitigate operational safety and security-related risks on a shift basis at station level, through effective evaluation and decision-making based on conditions, hazards, and threats
Identification and reporting of safety and security-related occurrences and hazards in accordance with company procedures and local regulation

Desired Candidate Profile

Degree level education desirable (A-level or baccalaureate equivalent) or relevant industry experience, with a demonstrable knowledge of frontline service delivery and communication skills

Previous exposure to highly pressured and multicultural environment in a supervisory role within a shift environment required
Minimum 5-7 years' experience within service, hospitality, airline, or retail industry, with a relevant knowledge of aviation, travel industry and/or airport policies
Role requires mature personality with outstanding communication skills, supervisory skills, and passion to deliver service
Role must balance guest-centric focus and corporate interest while maintaining highest safety and security standards and coordinating teams and service providers on shift

Duty Supervisor - SLL Etihad Airways