Duty Supervisor - RUH

About Etihad Airways

Join the World’s Leading Airline and elevate your career with Etihad Airways, a pioneer in redefining the aviation and travel industry. As the national airline of the UAE, we are committed to delivering exceptional experiences through innovative products, world-class services, and a relentless pursuit of excellence. Based in Abu Dhabi, our ambitious "Journey 2030" strategy positions us at the forefront of global aviation, where we aim to double our fleet, expand our network, and empower our people to shape the future of air travel. If you are driven by a passion for operational excellence, customer service, and leadership, we invite you to become part of our dynamic team.

Role Overview

As a Duty Supervisor at Etihad Airways, you will play a pivotal role in overseeing airport operations, ensuring seamless passenger and aircraft handling while maintaining the highest standards of safety, security, and service excellence. This position demands a proactive leader capable of managing shift-based operations, coordinating teams, and mitigating risks to deliver an unparalleled travel experience. Your responsibilities will span financial oversight, customer service excellence, regulatory compliance, and emergency response planning, all while fostering a culture of accountability and continuous improvement.

Key Responsibilities

• Operational Leadership: Plan, direct, and supervise all passenger and aircraft handling operations during your shift, ensuring strict adherence to arrival/departure checklists, brand standards, company policies, and regulatory requirements.
• Safety and Security Management: Champion safety and security outcomes by identifying hazards, monitoring compliance, and reporting incidents in alignment with company and local regulations. Lead the implementation of emergency response plans, disruption recovery strategies, and business continuity measures.
• VIP and Special Guest Coordination: Assess, plan, and coordinate the seamless handling of VIP, MAAS, PRM, and other special category guests, ensuring their requirements are met with precision and discretion.
• Stakeholder Collaboration: Act as a liaison between Guest Control, Network Control, and the SOC (System Operations Control) to manage operational disruptions, minimize guest impact, and uphold operational integrity.
• Performance and Compliance: Drive on-time performance through proactive coordination, mitigation strategies, and accurate reporting of delays. Monitor and report on customer service KPIs, ensuring adherence to local authority requirements, including documentation and regulatory compliance.
• Risk Management: Make critical operational decisions to evaluate and mitigate safety and security risks, leveraging your expertise to balance guest-centric priorities with corporate objectives.
• Team and Service Provider Oversight: Lead and inspire teams and service providers during your shift, fostering a collaborative environment that prioritizes service excellence, efficiency, and adherence to targets.

Qualifications and Experience

To excel in this role, you will bring a blend of education, experience, and leadership qualities:

• Education: A degree-level qualification (or equivalent, such as A-levels or baccalaureate) is desirable, complemented by a strong background in frontline service delivery and communication.
• Experience: Minimum of 5-7 years in service, hospitality, airline, or retail industries, with a deep understanding of aviation, travel, and airport policies. Prior supervisory experience in a high-pressure, multicultural shift environment is essential.
• Skills: Exceptional communication, leadership, and decision-making abilities are critical. You must demonstrate maturity, a guest-centric mindset, and the capacity to balance operational demands with safety and security imperatives.

Why Choose Etihad Airways?

At Etihad Airways, we offer more than just a career—we provide an opportunity to be part of a transformative vision where the world is your workplace. Our commitment to innovation, sustainability, and employee development ensures that you will grow alongside a global leader in aviation. Whether you are based in Abu Dhabi or any of our international hubs, you will contribute to an organization that values excellence, diversity, and the pursuit of extraordinary experiences.

Join us and become a key player in shaping the future of air travel, where every decision you make has a global impact.