Airport Duty Officer

The role leads the daily operational team by providing supervision, motivation, coaching, and guidance to Ground Handler team members with regard to applicable SAA policy and procedures, governance and customer experience at each touchpoint. The Duty Officer will ensure that SAA is positioned as an Airline with high levels of service to customers while meeting SAA policies and procedures, regulatory and governance requirements.

Please note: This is a permanent part-time position (min 28 hours per week).

Principal Accountabilities:

• Work within delegation of authority (DOA)
• Monitor excess baggage charges and ticketed sales
• Monitor supplier performance/SLA's and report correctives to Manager
• Provide timely, accurate and relevant feedback/reports, and recommendations as required by leadership
• Uphold good governance practices aligned to SAA standards
• Communicate effectively on Company standards and requirements with Ground Handler and suppliers
• Establish and maintain relationships with relevant internal departments within SAA, within the region, at Head office and Internationally
• Ensure continuous on-time departure and adhere to Precision Time Schedule(PTS)
• Stay up-to-date on Emergency Procedures and Response
• Effectively manage irregular operations – delays, overbooking, baggage handling, diversions
• Establish effective customer relationship processes and procedures to handle customer issues such as complaints, queries, delays, seating arrangements, special meals, over-bookings, endorsements from other airlines
• Facilitate and maintain effective relationships with stakeholders and interdependencies such as Star Alliance, Code-Shares, Airport Authority, Police Authority, Immigration Authority, Customs Officials
• Represent the organisation to stakeholders, associates and partners as well as to the public maintaining professional, effective, amicable relationship at there quired levels to ensure SAA's interests are upheld
• Attend and represent company's interests at stakeholder, committee and service provider meetings(Airline Organisation Committee, Star Alliance Airport Team etc.) as requested by airport manager
• Participate in BSC (balance score card) which aligns performance objectives/measures and personal development within the businesses parameters –as outlined by HR/JNB and Airport Manager
• Uphold welfare of Air Crew in host station (accommodation, security, transport, allowances, Health and Safety, irregular operations, and SAA brand)
• Ensure compliance of human resources with relevant legislation (Local)
• Lives and role models the Airline Values

Qualifications & Experience:

• Diploma in Tourism/Hospitality with at least 3 years functional experience within aviation industry, preferably in an airport environment of which 2 years in a supervisory role OR 4 years functional experience within aviation industry, preferably in an airport environment of which 3 years in a supervisory role
• Fluent in English
• Post graduate qualification will be an advantage
• Conversant in airline check-in/reservations systems , Microsoft, industry trends/needs, host Country Legislation

Knowledge and Skills:

• Aviation regulations
• Security protocols
• Safety protocols
• Emergency procedures and response
• Safety standards
• Excellent communication skills(verbal and written)
• Interpersonal skills
• Time management skills
• Planning and organisation skills
• Problem solver
• Influencing and negotiating skills
• Customer excellence
• IT/System knowledge
• Information processing
• Strong administrative skills
• Strong multi-tasking ability
• People management
• Conflict handling

Attributes:

• Leads by example
• Supervises team performance
• Sells/ translates the vision
• Leverages team diversity
• Role models behaviour and values
• Customer orientated
• Results driven
• Stakeholder relationships
• Ethics and integrity
• Collaboration
• Relationship building
• Independent worker
• Adaptable
• Resilient

Additional Information:

Position based in Perth, Australia. Applicants will be responsible for their own costs related to immigration (work permit, visa, accommodation, transport) if they are not Australian citizens. Applicants must have permanent residency in Australia.