SUPERVISOR (ETIHAD)

Responsibilities

• Act as the Etihad representative for the Etihad flight departure/arrival, coordinating the CHA activity and lead the applicable third parties to deliver in line with Etihad expectations
• Carry dedicated duty phone for this function and update post flight reconciliation as required
• Liaise with NOC, Guest Control, Guest Response, Flight Crew, Cabin Crew and partner airport as required to coordinate the flight activity
• Prepare and conduct pre-flight briefings with CHA and other applicable service providers
• Champion guest service at all airport touch points
• Actively walk the guest journey and conduct self-assessment at touch points based on the guest perspective
• As the secondary point of escalation after the Check-in Lead/CHA Supervisor for guest related queries, complaints, conflict resolution, etc.
• Lead the coordination of disruption to flights, DCS systems, services or emergencies - assuming the primary responsibility for communications and co-ordination of the response
• Provide back office administration support & duties during pre and post flight, liaising with the partner airport EY team where required
• Ensure adherence with local authorities' rules and regulations pertaining to access control, monthly reports, etc.
• Drive robust corrective action plans whenever a safety, security, compliance or service failure is observed and monitor performance post the incident
• Address controllable delays with the CHA or other applicable service provider(s) to mitigate risks of re-occurring
• Oversee Boarding and Arrivals process and guest facilitation (where possible)
• Perform Local Security Contact Officer (LSCO) functions in accordance with COM 10.1.1 (e) (and COM 10.1.1 (f) (1) (i) where applicable), where delegated by the Airport Manager (APM) from the partner airport or head-office based APM in accordance with COM 10.1.1 (b) and (c).
• Report safety and security-related hazards and occurrences and, where applicable, exercise authority to suspend applicable operational activities until safe and secure to resume.

Requirements

• Minimum 2 years' airport experience, in a passenger services function
• At least 1-year experience at a lead/supervisor level
• Demonstrated customer service experience in a hospitality role