Duty Supervisor

Role overview

This position is responsible for leading and controlling airport operations during a shift, making sure that team performance and third-party service delivery meet the expected standards. The role focuses on achieving financial, customer service, quality, safety, and security objectives while following all company, regulatory, and operational requirements.

Key accountabilities

• Ensure local authority rules are followed, including arrival and departure paperwork and required reporting.
• Make shift-level operational judgments to identify, reduce, and manage safety and security risks based on current conditions, hazards, and threats.
• Detect, record, and escalate safety or security incidents and hazards according to company procedures and local laws.
• Manage passenger and aircraft handling activities during the shift, ensuring all checklists, brand standards, internal procedures, and regulatory obligations are met.
• Monitor safety and compliance outcomes throughout the shift through hazard checks, oversight, and reporting.
• Coordinate planning and execution for flight changes and special guest needs, including VIP, MAAS, PRM, and other special categories of guests.
• Work closely with Guest Control, Network Control, and SOC to recover from disruptions and limit impact on guest experience and operational continuity.
• Implement, maintain, and rehearse emergency response, disruption, diversion, delay, and business continuity plans for the station.
• Drive on-time performance through coordination, mitigation actions, accurate delay reporting, and structured follow-up.
• Support and promote ancillary sales at the airport, while ensuring process adherence and target compliance.
• Track, report, and improve customer service standards and related KPIs.

Qualifications and experience

• A degree is preferred, though an A-level or baccalaureate-level qualification, or equivalent industry experience, is also acceptable.
• Applicants should have solid frontline service delivery knowledge and strong communication abilities.
• Prior experience in a high-pressure, multicultural environment in a supervisory role within a shift-based setting is required.
• At least 5 to 7 years of experience in service, hospitality, airline, or retail settings is needed, along with knowledge of aviation, travel, and/or airport processes.
• The role calls for a mature, service-oriented professional with strong supervisory and communication skills.
• The incumbent must be able to balance guest satisfaction with business priorities while maintaining the highest standards of safety and security and coordinating teams and vendors on shift.

About the employer

The employer is a major international airline focused on shaping the future of aviation through global connectivity, fleet growth, network expansion, and people development. The company emphasizes ambitious long-term growth and a strong service culture.

Fraud warning

Applicants should be cautious of fake job offers from people or groups claiming to represent the employer. The recruitment process does not require personal banking details, payments, or money transfers. Interviews are held face-to-face or via video/telephone before any formal offer is made.