An airline duty manager, commonly known as an Airport Duty Manager or Airport Operations Manager, holds a critical position responsible for supervising and harmonizing various operational aspects of an airline within an airport.
The duty manager, flight service
Their role is central to maintaining the seamless and effective functioning of airline operations, delivering top-notch customer service, and ensuring compliance with safety regulations. The role manages the daily activities at the airport, encompassing the airfield, terminal, and landside, throughout an operational shift. It involves overseeing and guiding operations personnel tasked with ensuring the safety and security of travellers. A Duty Manager needs to be a dynamic, adaptable, and reliable individual who is enthusiastic about becoming a part of our team.
Some of the many responsibilities of a duty manager
Below is a depiction of the duties typically associated with an airline duty manager (NB: these duties and responsibilities will likely change between service providers, airlines and the airport:
- Overseeing all shift activities including the coordination and monitoring of all functions to ensure work is performed in a consistent manner with policies, procedures, and regulations, and in accordance with airport standards and to ensure the safety and security of passengers, tenants, and employees.
- Representing the Airline / Service Provider on boards, commissions, meetings, etc. and Airport Management in all aspects of airport operations.
- Ensuring the operational efficiency and safety of the airport station by performing standard safety and security inspections of the operating area and terminal facilities in compliance with applicable regulations/directives, airport rules, and company policies and directing necessary responses and corrective actions for all deficiencies noted during inspections.
- Exceptional communication skills, encompassing both verbal and written aspects, are vital for interactions with diverse stakeholders and addressing passenger concerns.
- Effective problem-solving skills are pivotal for adeptly managing critical incidents and irregular operations.
- Given the role’s propensity for irregular working hours, including nights, weekends, and holidays, adaptability to flexible schedules is highly advantageous.
- A steadfast commitment to furnishing exceptional customer service to passengers and swiftly resolving their issues is paramount.
- Technical Proficiency: Familiarity with airport systems and technologies employed for operations and communications is advantageous.
- Coordinating the airline’s or service provider’s response to critical incidents, irregular operations (IRROPS), and emergencies and assisting in providing resolutions to problems/issues.
- Monitoring and inspecting an airline’s and service provider’s activities, properties, and facilities.
- Monitoring the operational and customer performance of the team
- Coordinating scheduling, scope of work, and safety issues with stakeholders on all construction and maintenance projects to ensure minimal operational disruption and monitoring all construction activity to address safety and customer satisfaction concerns.
- Serving as a liaison between the Airport and contractors during construction activities; coordinates and directs maintenance and construction work on runways, taxiways, aprons, and terminal facilities; ensures safety and security are maintained during these activities; and issues Notice to Airmen (NOTAMS) to advise all concerned parties of airfield conditions.
- Monitoring and approving the use of shared-use equipment including gates, ticket counters, jet bridges, and baggage carousels to ensure critical equipment is available during irregular operations and emergencies.
- Providing direction and instruction on resolving critical incidences/situations, operational activities, security-related activity, security breaches, and violations of rules and regulations, etc.
- Responding to and managing the station during emergencies; serves as incident commander.
- Prepares and communicates a variety of airport operational advisories and notifications to air carriers, general aviation operators, air traffic control, tenants, governmental agencies, and airport users.
- Reviewing and maintaining records and operational logs and preparing reports and correspondence.
- Investigating complaints, issues, concerns, and inquiries and providing recommendations for resolution.
In essence, an airline duty manager occupies a pivotal role in ensuring the secure and efficient operation of airline services within an airport, with a primary focus on passenger satisfaction and steadfast adherence to regulatory standards.
