Duty Supervisor - LHR

Synopsis 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

• Ensuring adherence to local authority requirements, including but not limited to arrival and 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.
• 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 KPls.

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.

About Etihad Airways Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become 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. All this ties into Etihad’s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly! To learn more, visit etihad.com 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.