Duty Supervisor - Airport Operations

About the role

A Duty Supervisor is needed in Harare to oversee passenger and aircraft handling operations on a shift basis. The role covers safety and security, flight editing, special guest needs, delay management, ancillary sales and customer service standards.

Key responsibilities

• Oversee passenger and aircraft handling operations on a shift basis, following arrival/departure checklists, brand requirements, company policy and regulatory requirements.
• Manage safety and security outcomes through hazard identification, safety and compliance monitoring and reporting.
• Ensure flight editing and special guest requirements are met, including VIP, MAAS, PRM and other special category guests.
• Liaise with Guest Control, Network Control and SOC to recover from operational disruptions and protect guest service.
• Deliver, maintain and rehearse emergency response plans, disruption planning, diversion/delay handling and business continuity plans.
• Ensure on-time performance, including coordination, mitigation, accurate reporting and follow-up of delays.
• Monitor airport ancillary sales promotion, process compliance and associated targets.
• Monitor and report on customer service standards and KPIs, and ensure adherence to local authority requirements such as arrival and departure documentation.
• Make day-to-day operational decisions to mitigate safety and security risks, and report safety and security occurrences in line with company procedures.

Required profile

• Minimum 5-7 years' experience in service, hospitality, airline or retail, with relevant knowledge of aviation, travel and/or airport policies.
• Degree level education desirable (A-level or baccalaureate equivalent) or relevant industry experience.
• Previous supervisory experience in a shift environment, in a highly pressured and multicultural setting.
• Mature personality with strong communication and supervisory skills.