Job Purpose
At Emirates, we connect the world through our global hub in Dubai. Across the network, our Airport services teams work hard to keep our operations running smoothly, efficiently, and safely—ensuring our customers always enjoy a seamless experience and 'Fly Better'.
As the Supervisor Airport Services – Adelaide, working as part of the Emirates airport supervisory team, you will ensure that the service offered is timely, efficient, and professional and of the highest level, as per the criteria set by the Company's commercial, safety and security policies, standards and procedures. This position will also see you focused on the supervision and coordination of all internal and external agencies, such as Handling agents, Service Providers, other airlines and various authorities, ensuring that all relevant areas of operations are fully covered.
* Deploy available resources to best advantage in order to satisfy Customer and operational requirements arising during each duty period.
* Analyse anticipated operational problems such as over bookings, adverse weather, delays, cancellation of flights, crew flight time limitations etc., and undertake remedial and pro-active action in line with relevant procedures to mitigate disruption to customers.
* Ensure that all post flight activity is completed correctly, including flight and related ticketing reporting, in order to protect Company revenue and to facilitate the handling of customers and dead load at en-route stations and destinations.
* Support, and if necessary undertake, the processing of all baggage claims and control expenditure on damaged baggage replacements and lost baggage claims as per applicable procedures and in a timely manner.
* Conduct staff performance reviews (i.e. setting staff's objectives and development plan) and support the PM process by ensuring feedback is provided to staff within stipulated time limits.
* Ensure that service suppliers are fully briefed regarding EK requirements and that they deliver them in a timely and efficient manner so that the service handling proceeds smoothly and Emirates Customer's expectations are met or exceeded.
* Investigate and respond to queries and complaints in an efficient and timely manner in order to restore customer confidence.
* Ensure the expeditious and accurate completion of all reports & statistical data including Customer trends, meal wastage and recording of inwards goods & confirmation of invoices. Ensure completion of daily/weekly stock control.
* Undertake various administrative functions and other duties as directed from time to time by the Airport Services Manager or senior station official on duty.
* Ensure all agents working for, or on behalf of EK are well motivated, groomed, given coaching/guidance support and that they are able to perform their tasks in an efficient and professional manner to ensure a high level of customer service. Also provide required feedback into the agents PM process.
* Supervisor will be responsible for projects and championing areas of the operation e.g. check-in, boarding, connections, arrivals, CDS etc. and will need to work with all stakeholders and service partners to ensure service delivery to Emirates standards, and will be involved in reviewing the product and services as required to further enhance these.
* Conduct regular self-audits to ensure Emirates specified standards on products, services, policies and procedures are followed consistently. Conduct various audits as directed by HQ and ensure timely reporting and corrective actions on non-conformance.
* When required undertake and support operational duties across all areas of the operation, and related admin duties.
* Carry out various administration duties in support of the stations operation or as directed from time to time by the Airport Services Manager or senior station official on duty. Including invoice verification, liaison with suppliers, inspections and audits.
* Play a key role in emergency response planning, exercising, and if ever activated, coordinate and work with appropriate stakeholders to react to an incident.
Qualification
To be considered for the opportunity to join our team, you must meet the below requirements:
* Significant Airline Industry or Airport Ground Handling experience, with part of this experience in a senior position and with proven ability to lead a team
* Advanced skills in Customer Service Delivery
* Must have completed relevant and recognised professional training courses in Passenger Services and Ground Operations
* A working knowledge of airline reservations/fares and ticketing and Departure Control System (DCS)
* Knowledge of Baggage Tracing and Claims Handling
* Ramp handling and aircraft servicing knowledge is advantageous
* Must have advanced skills in customer service delivery, good interpersonal and effective cross-cultural communication skills
* Experienced with use of Microsoft Word/Excel and Outlook E-Mail advantageous
* High school level of education or equivalent
Additional Information
* The roster is driven by operational requirements. With the current flight schedule requiring all shifts be performed between the range of 1330 – 2345 as well as requiring weekend work and public holidays.
* Only applicants with the legal right to work and live in Australia unrestricted will be considered. The company will not provide or assist with obtaining work permits.
Salary & benefits
Our global airline connects people to new places, experiences, and cultures across six continents, and our route network is expanding all the time. By joining Emirates, you'll receive a competitive salary along with benefits such as discounted travel and subsidised private health insurance. Beyond the financial benefits, we provide comprehensive training programs to support professional growth, recognise outstanding contributions through our employee reward and recognition program and promote a diverse and inclusive workplace with employees from over 170 nationalities. Opportunity awaits.