The Terminal Duty Officer is overall responsible for ensuring the provision of excellent customer service at Abu Dhabi Airport. The role ensures full compliance with international and national standards, rules, and regulations, as well as strict adherence to Abu Dhabi Airports (ADAIRPORTS) standards, policies, processes, and procedures. The role supports smooth terminal operations, customer happiness, safety, and service excellence across all shifts.
Responsibilities
- Maintain awareness of the strategic planning process and departmental objectives
- Maintain knowledge of new and existing KPI requirements as an individual employee
- Achieve the goals and objectives of the assigned department/section
- Conduct shift briefings at the start of every shift and ensure proper shift handovers
- Coordinate and supervise the Abu Dhabi Airport Customer Happiness Team to ensure OGSM targets are met
- Deploy and ensure sufficient staffing levels at all times based on flight schedules, peak periods, special events, and emergencies
- Ensure adherence to ADAIRPORTS standards, policies, processes, and procedures
- Manage call handling activities in accordance with Call Center SOPs
- Monitor and report Customer Happiness Team performance in coordination with the line manager
- Conduct regular on-the-job training (OJT) for the Customer Happiness Team and ensure compliance with T.O guidelines
- Communicate with relevant stakeholders regarding service or facility issues (e.g. faulty FIDS screens, travellators, cleanliness issues)
- Generate daily Customer Happiness and Call Center reports
- Ensure smooth curbside traffic flow at Abu Dhabi International Airport to maintain safe, secure, and efficient passenger and vehicle access
- Supervise traffic management companies and ensure compliance with ADIA procedures
- Plan and deploy additional porters and traffic marshallers as required, especially during peak seasons
- Maintain flexibility in deployment planning based on operational needs and terminal disruption plans
- Implement ADIA AEP and RAS during incidents or emergencies and manage resources effectively to minimize operational impact
- Maintain awareness and adherence to departmental policies and procedures
- Participate in periodic audits of established policies and procedures
- Support the development of periodic reports and highlight any quality or non-compliance issues
- Support change management initiatives within the department/section
- Assist in identifying technology-related needs to drive automation within the function
- Proactively seek professional development opportunities aligned with ADAIRPORTS values
- Participate in performance appraisals and act on feedback and development recommendations from the line manager
Requirements and Skills
Education and Qualifications
- Bachelor’s Degree in any discipline
Experience
- Minimum of 4 years’ experience in customer service
- Previous experience in an airport service environment with familiarity in airport processes, documentation, and systems
- Previous experience handling premium customers is an advantage
Skills and Competencies
- Proficiency in PC applications
- Additional languages are an advantage
