Duty Supervisor - GVA

Job description

Synopsis 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 regulations Education & Experience 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 Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight. To learn more visit Recruitment Fraud Alert Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent.