Duty Supervisor - Hub Operations, Abu Dhabi

Etihad Airways; Abu Dhabi; On-site; USD 60,000 - 85,000; Full time

Job summary

Etihad Airways seeks a Duty Supervisor to lead Hub Operations with a focus on guest experience and safety. The role requires managing terminal activities, supervising teams, and ensuring compliance with service standards. Ideal candidates will have significant experience in hospitality or airline management, with strong leadership and communication skills.

Qualifications

• Minimum 5-7 years in service, hospitality, or airline industry.
• Exposure to a highly pressured and multicultural environment.
• Ability to balance guest-centric focus with corporate interests.

Responsibilities

• Supervise day-to-day Hub Terminal Operations.
• Handle guest experience and service delivery with third-party suppliers.
• Manage safety and security compliance during shifts.

Skills

Communication

Supervisory Skills

Customer Service Excellence

Safety and Security Management

Education

Degree level education or relevant industry experience

Job description

An incredible opportunity to join our Hub Operations team as a Duty Supervisor. In this pivotal role, you’ll take charge of planning, directing, and supervising the day-to-day activities of our 24 / 7 Hub Terminal Operations. You’ll be at the forefront of guest handling and terminal touchpoints, ensuring every aspect of the operation runs safely, smoothly, and efficiently. From delivering outstanding customer service and maintaining the highest standards of safety and security to driving key performance metrics like Net Promoter Score (NPS), on-time performance, and mishandled baggage rates — you’ll play a vital role in shaping the guest experience and leading your shift to operational excellence.

Accountabilities

• 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, 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 & manage the service delivery of third-party suppliers / ground handlers in line with service level agreements (SLAs), ensuring that deviations are dealt with in a timely manner 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 safe and secure delivery of the flight schedule.

Ensure that 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 the 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, exchange of information and visibility between applicable 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 level personnel.

Education & Experience

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

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more.All this ties into Etihad’s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!

Recruitment Fraud Alert

Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video / telephone before any formal offer. If you are asked for money, please treat it as fraudulent.