Job Description
Synopsis Plan, direct and supervise airport operations, 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
SPECIFIC RESPONSIBILITIES
- 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.
- Manage 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.
- Liaise with Guest Control, Network Control, and SOC to manage operational disruption recovery and reduce impact to guest service and operational integrity.
- Maintain and rehearse station emergency response plan, disruption planning, diversion/delay handling, and business continuity plans.
- Ensure on-time performance on a shift basis including coordination, mitigation, accurate reporting, and follow-up of delays.
- Promote airport ancillary sales, coordination, process compliance monitoring, and adherence to associated targets.
- Promote, deliver, monitor, and report on customer service-related standards, including performance against associated KPIs.
- Ensure 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.
- Identify and report safety and security-related occurrences and hazards in accordance with company procedures and local regulations.
- Additional responsibilities as defined in the full JD on the intranet.
Education & Experience
| Requirement | Details |
| Education | Degree level education desirable (A-level or baccalaureate equivalent) or relevant industry experience, with a demonstrable knowledge of frontline service delivery and communication skills. |
| Experience | Minimum 5-7 years experience within service, hospitality, airline, or retail industry, with a relevant knowledge of aviation, travel industry, and/or airport policies. |
| Skills | Outstanding communication skills, supervisory skills, and passion to deliver service. Balance guest-centric focus and corporate interest while maintaining highest safety and security standards. Coordinate teams and service providers on shift. |
About Etihad Airways
Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly became one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia, and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme, and more. Etihad is recognised as one of the world’s leading airlines in response to COVID-19 and was the first airline in the world to fully vaccinate its crew on board.
Etihad sees tackling the climate crisis as the most important issue of our time, and through strategic partnerships with major global aviation brands and OEMs, Etihad is relentless in its pursuit of industry decarbonisation.
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