Airport Operations Specialist
This role is pivotal in ensuring seamless travel experiences at Melbourne Airport.
The successful candidate will be responsible for coordinating operational communications, resource management, and customer experience initiatives to maintain a safe and efficient airport environment. The role involves real-time operational planning, incident management, and stakeholder engagement to align with Melbourne Airport's vision of becoming Australia's favourite airport destination.
1. Operational Resource Management:
* Manage airport assets such as aircraft parking, baggage carousels, and check-in counters for optimal use and minimal disruptions.
* Adjust operational plans in real-time for off-schedule aircraft to minimize traveller impacts.
* Document asset impacts such as faults or incidents in relevant systems.
* Ensure key service providers' objectives align with targeted outcomes for better operational efficiency.
2. Communications:
* Central communication point for stakeholders, ensuring accurate and timely information during normal operations and emergencies.
* Maintain communication systems including D365, CCTV, and SMS.
* Make passenger announcements, handle after-hours calls, and convey information clearly.
* Collaborate with the Airport Duty Manager and senior staff on complex matters.
3. Customer Experience and Facilitation:
* Ensure compliance with airport standards by airlines and ground handlers, addressing deviations promptly.
* Primary contact for airline and ground handler escalations, fostering positive relationships through proactive communication.
* Monitor and maintain high service levels across the passenger journey.
* Manage service failures, ensuring timely resolution and minimal impact on passengers.
4. Reporting & Situational Awareness:
* Accurately record operational data and incident details in the Airport Management System.
* Compile and distribute daily operational reports.
* Maintain situational awareness and facilitate outbound messaging on safety and operational matters.
5. Consequence Assessment and Escalation:
* Act as Deputy Chief Fire Warden, responding to fire alarms and other emergencies.
* Handle incidents involving medical emergencies, security threats, and other hazards.
* Escalate significant issues to the Airport Duty Manager and follow the Consequence Assessment Guide.
Requirements
* Experience in airport operations or a similar environment, typically 5+ years.
* Relevant qualifications in Aviation, Airport Management, or a related field advantageous.
* Strong communication, coordination, and problem-solving skills.
* High-level skills in customer/passenger experience.
* Familiarity with Microsoft suite of programs and airport management systems.
* Ability to manage high-pressure situations and make quick, effective decisions.
* Background in supporting continuous improvement and business improvement initiatives.
We welcome applications from candidates who share our workplace values of Being You, Thinking Big, Owning It and Working Together.
Benefits
* Free access to Higher State, our state-of-the-art Fitness Club & Wellness Hub at Novotel & ibis Styles Airport hotel.
* Airport car parking 24 hours/365 days a year for both business and personal use.
* Hybrid flexible working arrangements.
* Airport Holiday, an additional day of leave.
* Wellness Day, a further additional day of leave.
* Discounted onsite childcare at Creative Garden Early Learning.
* Mental health and well-being initiatives, including Employee Assistance Program (EAP).
* Long-term career and professional development opportunities.
* Active social culture and participation in a range of social impact days and activities.
* Signature Experiences including an airfield family day, and kids' footy day.
* Access to an employee benefits scheme including access to corporate rates and airport retailer discounts (including SkyBus).