Airport Operations Specialist

2 weeks ago

Melbourne, Victoria, Australia Melbourne Airport Full time

This is a key role at Melbourne Airport, responsible for ensuring operational excellence across various touchpoints within the terminals. The Airport Operations Specialist coordinates communications, resource management, and customer experience efforts to maintain a safe, efficient, and customer-friendly airport environment.

Key Responsibilities:

Operational Resource Management:

  • Manage airport assets like aircraft parking, baggage carousels, and check-in counters for optimal use and minimal disruptions.
  • Adjust operational plans in real-time for off-schedule aircraft to minimise traveller impacts.
  • Document asset impacts such as faults or incidents in relevant systems.
  • Ensure key service providers' objectives align with targeted outcomes for better operational efficiency.

Communications:

  • Central communication point for stakeholders, ensuring accurate and timely information during normal operations and emergencies.
  • Maintain communication systems including D365, CCTV, and SMS.
  • Make passenger announcements, handle after-hours calls, and convey information clearly.
  • Collaborate with the Airport Duty Manager and senior staff on complex matters.

Customer Experience and Facilitation:

  • Ensure compliance with airport standards by airlines and ground handlers, addressing deviations promptly.
  • Primary contact for airline and ground handler escalations, fostering positive relationships through proactive communication.
  • Monitor and maintain high service levels across the passenger journey.
  • Manage service failures, ensuring timely resolution and minimal impact on passengers.

Reporting & Situational Awareness:

  • Accurately record operational data and incident details in the Airport Management System.
  • Compile and distribute daily operational reports.
  • Maintain situational awareness and facilitate outbound messaging on safety and operational matters.

Consequence Assessment and Escalation:

  • Act as Deputy Chief Fire Warden, responding to fire alarms and other emergencies.
  • Handle incidents involving medical emergencies, security threats, and other hazards.
  • Escalate significant issues to the Airport Duty Manager and follow the Consequence Assessment Guide.

Requirements:

The successful candidate will have:

  • Experience in airport operations or a similar environment, typically 5+ years.
  • Relevant qualifications in Aviation, Airport Management, or a related field advantageous.
  • Strong communication, coordination, and problem-solving skills.
  • High-level skills in customer/passenger experience.
  • Familiarity with Microsoft suite of programs and airport management systems.
  • Ability to manage high-pressure situations and make quick, effective decisions.
  • Background in supporting continuous improvement and business improvement initiatives.

Melbourne Airport is at the forefront of a dynamic expansion, poised to support the city's ascent to become Australia's largest city within the next decade. As we propel Melbourne Airport towards becoming Australia's favourite Airport destination, we're embarking on ambitious projects, including the development of a third runway, state-of-the-art terminals and major business park projects creating unparalleled opportunities for growth and innovation.

Hatch exists to level the playing field for people as they discover a career that's right for them. We model this in our hiring process for our partners like Melbourne Airport.

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