Duty Supervisor - JED

Join Etihad Airways as a Duty Supervisor – Shape the Future of Aviation

Embark on a dynamic career with the world’s leading airline, Etihad Airways, where innovation meets excellence in the aviation and travel industry. As a Duty Supervisor at our hub in Abu Dhabi, you will play a pivotal role in ensuring seamless airport operations, delivering unparalleled service, and upholding the highest standards of safety, security, and regulatory compliance. This is your opportunity to lead a team, drive operational excellence, and contribute to the airline’s ambitious "Journey 2030" vision of global expansion and industry leadership.

Key Responsibilities

As a Duty Supervisor, you will be entrusted with the following core accountabilities to ensure operational integrity and guest satisfaction:

• Shift-Based Operational Oversight: Plan, direct, and supervise all passenger and aircraft handling operations during your shift, ensuring strict adherence to arrival/departure checklists, brand standards, company policies, and regulatory requirements. Your leadership will set the tone for operational efficiency and service excellence.
• Safety and Security Leadership: Champion a culture of safety and security by identifying hazards, monitoring compliance, and implementing proactive measures to mitigate risks. You will be responsible for reporting safety and security occurrences in alignment with company procedures and local regulations.
• VIP and Special Guest Coordination: Assess, plan, and coordinate the seamless handling of VIP, MAAS (Meet and Assist), PRM (Persons with Reduced Mobility), and other special category guests. Your meticulous attention to detail will ensure their needs are met with the utmost professionalism.
• Operational Disruption Management: Act as a liaison with key departments such as Guest Control, Network Control, and the SOC (System Operations Control) to manage and recover from operational disruptions. Your strategic decision-making will minimize guest inconvenience and maintain operational integrity.
• Emergency Preparedness: Deliver, maintain, and rehearse station-specific emergency response plans, disruption handling protocols, and business continuity strategies. Your proactive approach will ensure the airline is prepared for any eventuality.
• On-Time Performance and Delay Mitigation: Drive on-time performance by coordinating mitigation efforts, accurately reporting delays, and following up on corrective actions. Your focus on operational efficiency will enhance the airline’s reputation for reliability.
• Ancillary Sales and Customer Service Excellence: Promote and monitor airport ancillary sales initiatives, ensuring process compliance and adherence to associated targets. You will also oversee the delivery of customer service standards, driving performance against key KPIs to exceed guest expectations.
• Regulatory Compliance: Ensure adherence to local authority requirements, including accurate documentation and reporting for arrivals and departures. Your diligence will uphold the airline’s commitment to regulatory compliance and operational transparency.
• Risk Assessment and Decision-Making: Make informed, day-to-day operational decisions to manage and mitigate safety and security-related risks at the station level. Your ability to evaluate conditions, hazards, and threats will safeguard both guests and staff.

Qualifications and Experience

To excel in this role, you will bring the following qualifications and attributes to Etihad Airways:

• Education and Industry Knowledge: A degree-level education (or equivalent, such as A-levels or baccalaureate) is desirable, complemented by a strong understanding of frontline service delivery and exceptional communication skills. Alternatively, relevant industry experience with a proven track record in service excellence will be considered.
• Supervisory Experience: Minimum 5-7 years of experience in service, hospitality, airline, or retail industries, with at least 2 years in a supervisory role within a high-pressure, multicultural, and shift-based environment. Your leadership will inspire teams to deliver outstanding results.
• Core Competencies: A mature and professional demeanor, outstanding communication skills, and a passion for delivering exceptional service. You will balance a guest-centric approach with corporate objectives, ensuring the highest standards of safety, security, and operational efficiency.
• Aviation and Travel Industry Acumen: A relevant knowledge of aviation, travel industry dynamics, and airport policies will enable you to navigate the complexities of airline operations with confidence and expertise.

Why Etihad Airways?

At Etihad Airways, we are more than just an airline—we are a global connector of cultures, a driver of innovation, and a leader in shaping the future of aviation. Based in Abu Dhabi, our "Journey 2030" strategy reflects our ambition to double our fleet, expand our network, and grow our people into the next era of excellence. Joining our team means becoming part of a vision where the world is your workplace, and every day presents an opportunity to create extraordinary experiences for our guests.

We offer a competitive benefits package, career development opportunities, and the chance to work alongside industry professionals who are as passionate about aviation as you are. If you are ready to take your career to new heights, we invite you to apply and become a vital part of our dynamic team.