Supervisor (Etihad

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FULL TIME Technical Atlanta, GA, US

4 days ago Requisition

Salary Range: $25.00 To $25.00 Hourly

Acting as the airline oversight representative for a flight operation, this individual shall assume the function and responsibilities of the Etihad Duty Supervisor, in line with all company policies and procedures. Ultimately responsible to manage & oversee all aspects of the flight arrival/departure, including escalation and handling of non-standard events. Act as a Brand ambassador to champion Safety, Security, Service, Compliance, Guest Satisfaction, Service Delivery & On-time performance.

This role is not fixed to a specific location and monitors all airport touch points to offer support were deemed most appropriate and add maximum value.

• Actas the Etihadrepresentative forthe
  
  Etihadflightdeparture/arrival, coordinatingtheCHAactivity andleadtheapplicablethirdpartiesto deliverinlinewithEtihadexpectations
• Carrydedicateddutyphoneforthisfunctionandupdatepostflightreconciliationasrequired
• Liaise with NOC, Guest Control, Guest Response,Flight Crew, Cabin Crewand partnerairportas required to coordinate the flight activity
• Prepareandconductpre-flight briefingswithCHAandotherapplicableserviceproviders
• Champion guest serviceatallairporttouchpoints.
• Actively walk the guest journey and conduct self-assessment attouch points based on the guest perspective
• Act as the secondary point of escalation after the Check-in Lead/CHA Supervisor for guest related queries, complaints, conflict resolution, etc.
• Lead the coordination of disruptiontoflights, DCSsystems,services or emergencies- assuming the primaryresponsibilityforcommunicationsandco-ordination oftheresponse
• Expectedtoprovidebackofficeadministrationsupport&dutiesduringpreandpostflight,liaising withthepartnerairportEYteamwhererequired.
• Ensure adherence withlocalauthorities' rulesandregulations pertaining to access control,monthly reports, etc.
• Drive robust corrective action planswheneverasafety, security, complianceor service failure is observed and monitor performance post the incident.
• Address controllable delays withtheCHA or other applicable service provider(s) to mitigate risks of re-occurring
• Oversee Boarding and Arrivalsprocessandguestfacilitation (where possible)
• Perform Local Security Contact Officer (LSCO) functions in accordance with COM 10.1.1 (e) (and COM 10.1.1 (f) (1) (i) where applicable), where delegated by the Airport Manager (APM) from the partner airport or head-office based APM in accordance with COM 10.1.1 (b) and (c).
• Reportsafetyandsecurity-relatedhazardsandoccurrencesand,where applicable,exercise authority to suspend applicable operational activities until safe and secure to resume.

• Minimum2years'airport experience,inapassengerservicesfunction
• Atleast1-yearexperienceatalead/supervisor level
• Demonstrated customer service experience in a hospitality role