Duty Supervisor - CCU

About the Role

Join the world-renowned airline, Etihad Airways, and be part of an innovative team leading the future of aviation and travel. As a Duty Supervisor, you will take charge of planning, directing, and overseeing airport operations during your shift, managing both teams and service providers to ensure seamless service delivery. You will guarantee that financial, customer service, safety, security, and quality objectives are consistently met by complying with all regulatory, company, and safety standards.

Key Responsibilities

• Supervise all passenger and aircraft handling activities each shift, ensuring strict compliance with arrival/departure procedures, brand expectations, company policies, and official regulations.
• Manage safety and security outcomes effectively during shifts by identifying potential hazards, monitoring compliance, and reporting as required.
• Ensure all flight edits and special travel requirements, such as VIP, MAAS, PRM, and special category guest needs, are assessed, planned, and coordinated efficiently.
• Collaborate closely with Guest Control, Network Control, and SOC teams to manage operational disruptions, facilitating prompt recovery and minimizing impact on guests and operations.
• Lead the implementation, maintenance, and rehearsal of emergency response plans, including disruption preparation, diversions, delays, and continuity strategies.
• Take responsibility for maintaining punctual flight operations each shift through coordination, mitigation, precise reporting, and follow-up on delays.
• Promote and monitor airport ancillary sales activities and ensure compliance with processes to achieve assigned sales targets.
• Drive the promotion and adherence to customer service standards, continuously monitoring performance against key performance indicators (KPIs).
• Ensure strict compliance with local authorities' requirements covering arrival/departure documentation and reporting tasks.
• Make daily operational decisions to manage and mitigate safety and security risks at the station level, based on thorough hazard assessments and ongoing risk evaluations.
• Identify and report any safety or security incidents or hazards promptly according to company policies and local regulations.

Qualifications and Experience

• Preferably holds a degree-level education or equivalent (A-level, baccalaureate) or relevant industry experience showcasing frontline service delivery and effective communication skills.
• Prior experience in supervisory roles within high-pressure, diverse cultural environments, especially involving shift management.
• Possesses 5 to 7 years of professional experience in service sectors such as hospitality, airline, or retail, with a good understanding of aviation, travel industry specifics, and airport policies.
• Demonstrates a mature and professional demeanor with excellent communication and leadership abilities, combined with a strong commitment to excellent service.
• Capable of balancing guest satisfaction with corporate goals while upholding the highest safety and security standards, skillfully coordinating teams and service providers on shift.

Additional Information

Etihad Airways stands as more than just the UAE's national airline; it is a global trailblazer shaping the future of aviation. Operating from its Abu Dhabi hub, the airline connects continents and cultures while pursuing its "Journey 2030" vision to expand fleet size, extend its global network, and grow its workforce for upcoming challenges and excellence.

Applicants should remain vigilant about recruitment scams claiming to represent Etihad. The recruitment process will never require personal financial details or payments, with interviews conducted face-to-face or via official video/telephone sessions. Any request for money should be treated as fraudulent.