| Job Purpose | To supervise the landside operation delivering an optimum guest experience at all 'touch points'. Acts as a senior point of liaison for third party customer service staff ensuring that Etihad Airways ground handling requirements and customer service standards are met at all times. |
| Responsibilities | You will be responsible to: - Supervise and control flight-handling activities such as flight editing, check-in, transfers, boarding etc, in order to ensure an optimum standard of guest service, ensuring that all ground services business is delivered in accordance with the Etihad values.
- Act as point of liaison for 3rd party check-in staff ensuring that resources provided are aligned with the SLA.
- Responsible for the design and implementation of effective rosters which meet operational and legal requirements.
- Conduct SLA audits on the landside operation and feed back the findings to the Airport Manager and GHA staff.
- Will take an active role in Emergency Response and Business Continuity exercises.
- Ensure that opportunities to optimize excess baggage revenues are identified and delivered.
- Ensure the Performance Management of junior team members is carried out in accordance with the Etihad Airways values.
- Will act as local guest services champion for airport feedback in consultation with HQ.
- Other ad hoc duties as detailed by the business as and when required.
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| Requirements | Must with 3-5 years customer service experience. At least one year of supervisory experience, preferably in an aviation role. Minimum of 1 year airline experience is preferred.Training & Knowledge:
- Strong written and verbal English language
- Computer literate
- Function specific licenses for tasks performed, where required e.g. load control
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| The Individual | Must have the right to live and work in Tanzania. |
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