Role overview

Etihad Airways is seeking a Duty Supervisor to oversee airport operations in Madinah on a full-time basis. In this role, you will direct and supervise all passenger and aircraft handling activities during your shift, ensuring compliance with safety, security, regulatory and company standards while maintaining high levels of customer service and operational performance.

Key responsibilities

Oversee passenger and aircraft handling operations during assigned shifts, ensuring all arrival and departure procedures follow brand requirements, company policies and regulatory standards.
Manage safety and security outcomes through hazard identification, compliance monitoring and incident reporting on a shift basis.
Coordinate special requirements for VIP guests, passengers with reduced mobility and other special category travelers, including assessment, planning and service delivery.
Liaise with Guest Control, Network Control and relevant departments to manage operational disruptions and minimize impact on guest service and operations.
Develop, maintain and conduct exercises for station emergency response and business continuity plans, including protocols for diversions and delays.
Monitor on-time performance through coordination and mitigation of delays, with accurate reporting and follow-up actions.
Promote airport ancillary services and ensure compliance with associated sales processes and performance targets.
Evaluate and report on customer service standards against key performance indicators and ensure adherence to local authority requirements for documentation and reporting.

Requirements

Bachelor’s degree level education (A-level or baccalaureate equivalent) or relevant industry experience demonstrating frontline service delivery knowledge and communication skills.
Minimum five to seven years of experience in service, hospitality, airline or retail sectors with knowledge of aviation, travel industry and airport operations.
Proven supervisory experience in a shift-based, highly pressured and multicultural environment.
Mature personality with outstanding communication and supervisory skills, combined with a passion for service delivery.
Ability to balance guest-focused priorities with corporate objectives while upholding the highest safety and security standards.

What makes this role worth considering

This position offers the opportunity to work with Etihad Airways, the UAE’s national carrier, as it pursues its Journey 2030 ambition to expand its fleet and network. You will be part of a global organization connecting people across continents while working in a dynamic, multicultural aviation environment where your operational and leadership decisions directly impact service delivery and safety.

How to apply

Use the Apply button to view the official job posting and submit your application on Etihad Airways Careers: Latest Jobs and How to Apply's careers site.

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