Published on 09/22/2011

To supervise the landside operation delivering an optimum guest experience at all ‘touch points’. Acts as a senior point of liaison for third party customer service staff ensuring that Etihad Airways ground handling requirements and customer service standards are met at all times.

Supervise and control flight-handling activities such as flight editing, check-in, transfers, boarding etc, in order to ensure an optimum standard of guest service, ensuring that all ground services business is delivered in accordance with the Etihad values.

Act as point of liaison for 3rd party check-in staff ensuring that resources provided are aligned with the SLA.

Responsible for the design and implementation of effective rosters which meet operational and legal requirements.

Conduct SLA audits on the landside operation and feed back the findings to the Airport Manager and GHA staff.

Will take an active role in Emergency Response and Business Continuity exercises.

Ensure that opportunities to optimize excess baggage revenues are identified and delivered.

Ensure the Performance Management of junior team members is carried out in accordance with the Etihad Airways values.

Will act as local guest services champion for airport feedback in consultation with HQ.

Other ad hoc duties as detailed by the business as and when required.

Qualification & Experience:

Minimum secondary education, preferably diploma level, ideally with 3-5 years customer service experience. Supervisory experience of at least 1 year would be an advantage. Minimum of 1 year airline experience is preferred.

Training & Knowledge:

Strong written and verbal English language

Computer literate

Function specific licenses for tasks performed, where required e.g. load control

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