Duty Supervisor - Hub Operations

Etihad Airways; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

Etihad Airways is seeking a Duty Supervisor for Hub Operations to oversee terminal services, ensuring exceptional guest experience and compliance with safety standards. The ideal candidate has a degree or relevant industry experience, strong communication and supervisory skills, and a passion for service excellence. They will manage a team within a multicultural environment, ensuring smooth operations and addressing any service deviations, while balancing guest-centric focus with corporate interests.

Qualifications

• Minimum 5-7 years of experience in service, hospitality, or airline industry.
• Experience in a supervisory role within a shift environment.
• Knowledge of aviation, travel industry, and airport policies.

Responsibilities

• Manage safety, security, and on-time performance of terminal services.
• Monitor service delivery of third-party suppliers in line with SLAs.
• Ensure communication across operational areas for effective flight schedule delivery.

Skills

Communication skills

Supervisory skills

Guest-centric focus

Education

Degree level education (A-level or equivalent)

Job description

Represent the interests of Etihad on all matters of brand, reputation, guest experience, service recovery, and emergency/incident management.

On-shift responsibility for the safety, security, and on-time performance of terminal services, providing airline oversight of all Etihad services delivered within the airport environment.
Ensure manning of all key terminal touchpoints to monitor and enhance the guest experience.

Monitor and manage the service delivery of third-party suppliers/ground handlers in line with service level agreements (SLAs), ensuring deviations are addressed promptly and reported to the Hub Operations Manager for corrective action.

Establish a strong culture of communication with peers, leadership, suppliers, and airline control centres for proactive planning and the safe and secure delivery of the flight schedule.
Ensure all safety and security occurrences, errors, hazards, near misses are reported through established reporting systems for mitigation or elimination, in accordance with company procedures and applicable regulations.

Responsible for effective management of safety and security outcomes on a shift basis through hazard identification, risk assessment, safety and compliance monitoring, and reporting.

Maintain awareness of aircraft turnaround activity through regular communication with Aircraft Dispatch and Load Control, ensuring effective coordination, information exchange, and visibility between operational areas.

Ensure risks and hazards are identified, assessed, and that medium or higher-level risks and hazards are escalated to appropriate management or executive personnel.

Education & Experience

Degree level education desirable (A-level or baccalaureate equivalent) or relevant industry experience, with demonstrable knowledge of frontline service delivery and communication skills.
Previous exposure to a highly pressured and multicultural environment in a supervisory role within a shift environment is required.
Minimum 5-7 years of experience within service, hospitality, airline industry, with relevant knowledge of aviation, travel industry, and/or airport policies.
The role requires a mature personality with outstanding communication and supervisory skills, and a passion for delivering service.
The role must balance guest-centric focus and corporate interests while maintaining the highest safety and security standards and coordinating teams and service providers on shift.

Company Industry

• Airlines
• Aviation

Department / Functional Area

• Chefs
• F&B
• Front Desk

Keywords

• Duty Supervisor - Hub Operations

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