You will manage the Guest Experience on a shift basis ensuring that service delivery conforms to regulatory, operational, safety and customer service standards within a cost effective environment. Responsible for consistent delivery of inspired service on the ground. Liaises with Airport Authorities and third party service providers ensuring that Etihad Airways ground handling requirements and customer service standards are met at all times. Manages all elements of the Guest Experience whilst on duty.
Responsibilities
Your responsibilities shall include but not limited to:
Deliver an inspirational Guest Experience performance at the outstation, whilst managing relationships with relevant internal and external parties.
Represent EY as a brand ambassador at station ensuring inspirational levels of customer service to all EY guests ensuring VIP and other premium guests receive Inspired Service on the ground
Ensure that all airport activities are delivered safely and securely in compliance with Etihad corporate, local and CAR OPS regulatory standards.
Manage and audit Service Levels with 3rd parties
Plan and conduct regular quality audits to monitor compliance with agreed KPIs, identify gaps and implement improvement plans where necessary.
Ensure that opportunities to optimize airport revenues are identified and delivered.
Provide expert advice on suite of products and services as well as those of alliance partners by using, developing and maintaining strong product knowledge
Ensure that all ground services business is delivered in accordance with the Etihad values.
Responsible for the delivery of delay, disruption and diversion plans.
Other ad hoc duties as detailed by the business as and when required.
Responsible and accountable for identifying safety risks in accordance with risk assessment process, and ensures that adequate risk mitigation steps are appropriately implemented in order to ascertain safety within the workplace
Requirements
Degree level education is preferred or relevant industry experience, with a demonstrable sound knowledge of airport operations and customer service preferably gained in 4-5 years working experience with an airline or ground handling agency ideally with 1-2 years supervisory experience.
Training & Knowledge:
Strong written and verbal English and Italian language
Computer literate
The position is part time with mimimum 20 working hrs/week
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