Duty Manager Guest Control

About This Role

Job Description To effectively manage disruption management, short-term planning (changes) time and equipment changes within the operations window. Problem-solve immediately with the know-how to provide support to the department for any issues that may arise. To act as a subject matter expert and a resource to a team of Controllers when uncertainty or ambiguity exists. To encourage and ensure implementation of managerial strategies amongst the team and to regularly contribute ideas on how the department operates and on its’ future shape and direction.

Accountabilities

• Performance-manage a team of controllers and ensure development plans are put in place and regular one-to-one sessions are held and documented. This will include succession planning and feedback sessions to improve the working dynamics within the team.
• Accountable for execution of disruption management plans inclusive of passenger re-accommodation. At the onset of each irregular event, the duty manager will be responsible to send out a broadcast notification to the senior management team, drawing attention to the impact and recovery of each guest booked on a disrupted flight.
• Responsible for delivering shift-based reports to senior management around the day-to-day operations, quantifying irregular operations across the day and number of guests impacted as a consequence with the sole intent to create awareness around the network operations in relation to the daily on time performance of the airline.
• Accountable for the daily passenger connectivity matrix, liaising with Abu Dhabi HUB and the Guest Control when planning and managing passenger and baggage recovery across the day on flights which are disrupted.
• Will be responsible to manage the recovery of denied boarding guests as a result of Revenue management strategies which allow for over booking flight inventory, this will involve providing the most feasible options to the guest while sensitive to revenue give away to other airlines.
• Manage daily aircraft allocation checks to ensure nil discrepancies across the flying program exist, with the know-how to resolve any errors immediately. Accountable for managing system inputs for aircraft upgrades and downgrades during the flight operational period.
• Problem-solve issues with the Guest Response to ensure that any guest service failure is resolved immediately, and prevention of future service recoveries are minimized, communication to the respective station is managed.
• Identify areas of short falls for process improvements within disruption management and provide recommendation to the management team which will subsequently be incorporated into the departmental best practice handbook.
• Manage the critical and highly pressurizing flight close-out procedure to ensure zero flight delays due to the flight control center.

Qualifications

• University graduate 5 years’ experience within an airline network operations centre including varying supervisory and management roles
• Extensive overall knowledge of all areas of the airline/airport operations. Must have team building and leadership ability.

Additional Information

Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.

To learn more visit www.etihad.com

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