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Airport Operations Manager
2 months ago
Job Purpose
As a key member of the Emirates team, the Airport Services Officer will play a critical role in ensuring the safe, efficient, and cost-effective operation of airport services. This includes coordinating with internal and external departments, such as handling agents, caterers, and other airlines, to provide a high level of service to customers.
Key Responsibilities
- Analyze and mitigate operational problems, such as overbookings, adverse weather conditions, and flight delays, to minimize disruptions and maintain customer service levels.
- Ensure that handling agents, caterers, and other service providers are briefed on Emirates' requirements for the day's operation, including any special handling needs.
- Control expenditure on damage baggage replacement and lost baggage claims, and delegate baggage claims processing as necessary.
- Assist in preparing and maintaining staff duty rosters and annual leave plans, and ensure optimal staffing levels.
- Undertake various administrative duties, including attending meetings and representing Emirates' interests.
- Assist in employee regulation programs and conduct staff performance reviews, ensuring maintenance of customer service and other standards.
- Manage and administer operational activities on a shift basis, ensuring control of processes related to document and information consolidation.
- Establish a regular reporting mechanism to monitor service delivery and ensure consistent meeting of key performance indicators (KPIs).
- Ensure compliance with Passenger Service and Ground Operations Manual updates, and promote a culture of safety and open reporting of safety deficiencies.
- Undertake projects to improve efficiency and quality of service delivered at the station, as advised by the Airport Services Manager.
Requirements
- Significant experience in airport ground handling, with a proven ability to lead a team.
- Relevant professional training courses, such as advanced courses in passenger services, ground operations, baggage services, and behavioral skills.
- A sound working knowledge of reservations, fares, and ticketing, departure control systems, and dangerous goods regulations.
- Knowledge of baggage tracing and claims handling, and advanced skills in customer service delivery.
- Effective cross-cultural communication skills and experience with Microsoft Word, Excel, and Outlook.
- High school level of education or equivalent.
Additional Requirements
- This position requires working a rotating shift roster, including weekends, public holidays, and early morning/night shifts.
- Only applicants with the legal right to work and live in Australia unrestricted will be considered.
