Role overview

As a Duty Supervisor at Etihad Airways’ Toronto operation, you will lead airport operations during your shift, directing team members and service providers to meet financial, customer service, quality, safety, and security objectives. You will ensure all activities comply with applicable regulatory standards and company requirements while maintaining the high service standards expected of the UAE’s national airline.

Key responsibilities

Plan and direct all airport operations on a shift basis, including passenger and aircraft handling while ensuring compliance with arrival and departure checklists, brand requirements, and regulatory obligations.
Make operational decisions to identify, evaluate, and mitigate safety and security risks based on current conditions, hazards, and threats at station level.
Identify and report safety and security occurrences and hazards in accordance with company procedures and local regulations.
Oversee special guest requirements including assessment, planning, and coordination for VIP guests, passengers requiring mobility assistance, and other special category travelers.
Coordinate with Guest Control, Network Control, and other departments to manage operational disruptions and maintain service quality and operational integrity.
Develop, maintain, and conduct emergency response plan drills, disruption recovery planning, and business continuity procedures.
Monitor on-time performance through coordination and reporting of delays, and promote airport ancillary sales while ensuring process compliance and service standard targets are met.

Requirements

Degree-level education (A-level or baccalaureate equivalent) or relevant industry experience with demonstrated knowledge of frontline service delivery and strong communication abilities.
Previous experience working in a supervisory role within a highly pressured, multicultural, and shift-based environment.
Minimum five to seven years of experience in service, hospitality, airline, or retail sectors with relevant knowledge of aviation, travel industry practices, and airport operations.
Mature personality with exceptional communication and supervisory skills, combined with a strong commitment to service delivery.
Ability to balance guest-centric priorities with corporate interests while upholding the highest safety and security standards and coordinating multiple teams and service providers.

What makes this role worth considering

You will join Etihad Airways as it executes its “Journey 2030” vision, which includes doubling its fleet and expanding its global network. This position offers the opportunity to work in a dynamic international aviation environment where your leadership directly impacts both guest experience and operational excellence across a major hub.

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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