SUPERVISOR (ETIHAD)

Maximus Global Services•Atlanta, GA

About The Position

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.

Requirements

Minimum 2 years' airport experience, in a passenger services function
At least 1-year experience at a lead/supervisor level
Demonstrated customer service experience in a hospitality role

Responsibilities

Act as the Etihad representative for the Etihad flight departure/ arrival, coordinating the CHA activity and lead the applicable third parties to deliver in line with Etihad expectations
Carry dedicated duty phone for this function and update post flight reconciliation as required
Liaise with NOC, Guest Control, Guest Response, Flight Crew, Cabin Crew and partner airport as required to coordinate the flight activity
Prepare and conduct pre-flight briefings with CHA and other applicable service providers
Champion guest service at all airport touch points.
Actively walk the guest journey and conduct self-assessment at touch 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 disruption to flights, DCS systems, services or emergencies - assuming the primary responsibility for communications and co-ordination of the response
Expected to provide back office administration support & duties during pre and post flight, liaising with the partner airport EY team where required.
Ensure adherence with local authorities' rules and regulations pertaining to access control, monthly reports, etc.
Drive robust corrective action plans whenever a safety, security, compliance or service failure is observed and monitor performance post the incident.
Address controllable delays with the CHA or other applicable service provider(s) to mitigate risks of re-occurring
Oversee Boarding and Arrivals process and guest facilitation (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).
Report safety and security-related hazards and occurrences and, where applicable, exercise authority to suspend applicable operational activities until safe and secure to resume.