SUPERVISOR AIRPORT SERVICES - MELBOURNE

• 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.

• 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


• Experience within a Premium Lounge environment, hospitality or F&B industry would also be an advantage


• 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 Requirements

• The roster is driven by operational requirements. With the current flight schedule requiring all shifts be performed between the range of 1230 – 0900 (overnight shifts) as well as requiring weekend work and public holidays. Shifts are both operational, and within the Emirates Lounge.


• Only applicants with the legal right to work and live in Australia unrestricted will be considered.