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    "requisitionDescription": "<div><div><div><div><div><p><strong>Job Description</strong></p><p id=\"isPasted\">Acting as the airline oversight representative for a flight operation, this individual shall assume the function and responsibilities of the Etihad Duty Supervisor, in line with all company policies and procedures. Ultimately responsible to manage &amp; oversee all aspects of the flight arrival/departure, including escalation and handling of non-standard events. Act as a Brand ambassador to champion Safety, Security, Service, Compliance, Guest Satisfaction, Service Delivery &amp; On-time performance. This role is not fixed to a specific location and monitors all airport touch points to offer support were deemed most appropriate and add maximum value.</p><p><u><strong>Responsibilities</strong></u></p><ul><li>Act&nbsp;as the&nbsp;Etihad&nbsp;representative for&nbsp;the&nbsp;Etihad&nbsp;flight&nbsp;departure/&nbsp;arrival, coordinating&nbsp;the&nbsp;CHA&nbsp;activity and&nbsp;lead&nbsp;the&nbsp;applicable&nbsp;third&nbsp;parties&nbsp;to deliver&nbsp;in&nbsp;line&nbsp;with&nbsp;Etihad&nbsp;expectations</li><li>Carry&nbsp;dedicated&nbsp;duty&nbsp;phone&nbsp;for&nbsp;this&nbsp;function&nbsp;and&nbsp;update&nbsp;post&nbsp;flight&nbsp;reconciliation&nbsp;as&nbsp;required</li><li>Liaise&nbsp;with NOC, Guest&nbsp;Control, Guest&nbsp;Response,&nbsp;Flight&nbsp;Crew, Cabin&nbsp;Crew&nbsp;and partner&nbsp;airport&nbsp;as required to coordinate the flight activity</li><li>Prepare&nbsp;and&nbsp;conduct&nbsp;pre-flight briefings&nbsp;with&nbsp;CHA&nbsp;and&nbsp;other&nbsp;applicable&nbsp;service&nbsp;providers</li><li>Champion&nbsp;guest service&nbsp;at&nbsp;all&nbsp;airport&nbsp;touch&nbsp;points.</li><li>Actively&nbsp;walk the guest journey and conduct&nbsp;self-assessment at&nbsp;touch points based on the guest perspective</li><li>Act as the&nbsp;secondary point of&nbsp;escalation after the Check-in Lead/CHA Supervisor for guest related queries, complaints, conflict resolution, etc.</li><li>Lead the coordination&nbsp;of disruption&nbsp;to&nbsp;flights, DCS&nbsp;systems,&nbsp;services or emergencies&nbsp;- assuming&nbsp;the primary&nbsp;responsibility&nbsp;for&nbsp;communications&nbsp;and&nbsp;co-ordination of&nbsp;the&nbsp;response</li><li>Expected&nbsp;to&nbsp;provide&nbsp;back&nbsp;office&nbsp;administration&nbsp;support&nbsp;&amp;&nbsp;duties&nbsp;during&nbsp;pre&nbsp;and&nbsp;post&nbsp;flight,&nbsp;liaising with&nbsp;the&nbsp;partner&nbsp;airport&nbsp;EY&nbsp;team&nbsp;where&nbsp;required.</li><li>Ensure adherence with&nbsp;local&nbsp;authorities&#39; rules&nbsp;and&nbsp;regulations pertaining to access&nbsp;control,&nbsp;monthly reports, etc.</li><li>Drive robust&nbsp;corrective action plans&nbsp;whenever&nbsp;a&nbsp;safety, security, compliance&nbsp;or service&nbsp;failure is observed and monitor performance post the incident.</li><li>Address controllable delays with&nbsp;the&nbsp;CHA or other applicable service&nbsp;provider(s) to mitigate risks of re-occurring</li></ul><ul class=\"decimal_type\"><li>Oversee&nbsp;Boarding&nbsp;and&nbsp;Arrivals&nbsp;process&nbsp;and&nbsp;guest&nbsp;facilitation&nbsp;(where&nbsp;possible)</li><li>Perform Local Security Contact Officer (LSCO) functions in accordance with COM 10.1.1 (e) (and COM 10.1.1 (f) (1) (i) where applicable), where delegated by the Airport Manager (APM) from the partner airport or head-office based APM in accordance with COM 10.1.1 (b) and (c).</li></ul><ul><li>Report&nbsp;safety&nbsp;and&nbsp;security-related&nbsp;hazards&nbsp;and&nbsp;occurrences&nbsp;and,&nbsp;where&nbsp;applicable,&nbsp;exercise authority to suspend applicable operational activities until safe and secure to resume.</li></ul><p><strong><u>Education</u><u>&nbsp;</u><u>&amp;</u><u>&nbsp;</u></strong><strong><u><strong>Experience</strong></u></strong></p><ul><li>Minimum&nbsp;2&nbsp;years&#39;&nbsp;airport&nbsp;experience,&nbsp;in&nbsp;a&nbsp;passenger&nbsp;services&nbsp;function</li><li>At&nbsp;least&nbsp;1-year&nbsp;experience&nbsp;at&nbsp;a&nbsp;lead/supervisor&nbsp;level</li><li>Demonstrated customer service experience in a hospitality role</li></ul></div></div></div></div></div>\n",
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