Duty Supervisor - YYZ

Etihad Airways; Toronto; On-site; CAD 70,000 - 110,000; Full time

Job summary

Etihad Airways is seeking an experienced Airport Operations Supervisor to plan, direct and oversee station activities. You will ensure safety, security and service standards on shift, coordinating with Guest Control, Network Control and SOC to minimize disruption and maintain on-time performance.

Ideal candidates bring 5–7 years in service, hospitality, airline, or retail with aviation knowledge, strong communication, and supervisory skills, balancing guest focus with corporate safety priorities.

Qualifications

• Degree level education desirable or relevant industry experience.
• Experience supervising in shift-based environments.
• 5-7 years in service, hospitality, airline, or retail with aviation/travel knowledge.
• Strong communication and supervisory skills.
• Balance guest-centric focus with safety and security standards.

Responsibilities

• Plan, direct, and supervise airport operations and service provider performance.
• Ensure safety, security, regulatory, and company requirements are met.
• Make day-to-day operational decisions to manage risks on a shift basis.
• Report safety and security occurrences and hazards per procedures.
• Oversee passenger and aircraft handling on a shift basis, adhering to checklists and standards.
• Coordinate VIP/MAAS and special guest requirements as needed.
• Liaise with Guest Control, Network Control and SOC to manage disruption recovery.
• Deliver and rehearse station emergency response plans and business continuity.
• Manage on-time performance, delays reporting, and KPI targets.

Skills

Communication

Supervisory skills

Education

Degree level education desirable

A-level or baccalaureate equivalent

Job description

In this role, you will plan, direct, and supervise the airport operation, overseeing team and service provider performance. Ensure financial, customer service, quality, safety, and security objectives are delivered in accordance with all applicable safety, security, regulatory and company requirements and standards. Supervise all elements of operations while on duty.

Accountabilities

• Ensuring adherence to local authority requirements, including but not limited to arrival and departure documentation and reporting.
• Make day-to-day operational decisions to manage and mitigate operational safety and security-related risks on a shift basis at station level, through effective evaluation and decision-making based on conditions, hazards, and threats.
• Identification and reporting of safety and security-related occurrences and hazards in accordance with company procedures and local regulations
• Oversee all passenger and aircraft handling operations on a shift basis, ensuring adherence to all arrival/departure checklists, brand requirements, company policy/procedures and regulatory requirements.
• Responsible for the effective management of safety and security outcomes on a shift basis through hazard identification, safety and compliance monitoring and reporting.
• Ensure all flight editing and special guest requirements are met, including but not limited to assessment, planning and coordination of VIP/MAAS, PRM and special category guests.
• Effectively liaise with Guest Control, Network Control and SOC to manage operational disruption recovery and reduce impact to guest service and operational integrity.
• Deliver, maintain, and rehearse station emergency response plan, disruption planning, diversion/delay handling and business continuity plans.
• Responsible for on time performance on a shift basis including coordination, mitigation, accurate reporting, and follow-up of delays.Airport ancillary sales promotion, coordination, process compliance monitoring and adherence to associated targets.
• Responsible for promotion, delivery, monitoring and reporting on customer service-related standards, including performance against associated KPls.

Qualifications

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, or retail 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.

Additional Information

Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.