JOB DESCRIPTION & PERSON SPECIFICATION

Transcription

1 JOB DESCRIPTION & PERSON SPECIFICATION HIAL AMSL DAL Job Title: Location: Line Manager: Airport Services Manager Sumburgh Airport Airport Manager Purpose of the Role Enhance the customer experience & drive non aeronautical related revenues (concession and other related income). Deliver strategic objectives via collaborative team working as part of the SMT at LSI. Lead stakeholder management & interface to drive operational excellence and continuous improvement across all aspects of the airport operation. Act as an ambassador, deputising in the absence of the APM. Responsibilities: The Airport Services Manager role is successfully delivered through: Carrying out Daily Routines/Tasks This is what you do on a daily basis. (It needs to be done thoroughly and consistently) Your Approach on a Daily Basis This is about how you do things. (Your attitude and behaviour towards colleagues and customers) Routine and Tasks The list below describes most of the typical routines you will be expected to undertake, but not all. We want to foster an environment of continuous improvement (as well as to emergency or developing situations in an airport environment) and to that end routines, duties and responsibilities may vary. 1. NON - AERONAUTICAL REVENUE Ensure that the customer experience is given the highest priority in the meeting of operational standards and business need. Assisting with business growth towards the delivery of business targets with agreed people and financial budgets; Assist with sales/marketing as required in targeting new business revenue streams and developing business cases to secure required resources. 2. CONCESSION MANAGEMENT Weekly interface with Concessionaires. Performance management to maintain expected income of all airport concessions. Work with concessioners to achieve excellence in customer service. Page 1 of 5

2 3. AERONAUTICAL REVENUE Ensure that the customer experience is given the highest priority in the meeting of operational standards and business need. Airline interface, ensuring all customer needs are met. PRM (Persons of Reduced Mobility) Management and Service Delivery. Airline System management and Interface Data capture and Management. Working closely with the Airport Manager to meet the key customers needs and promote Business Growth. Assist the Airport manager in developing Aviation related revenue streams. 4. OPS & COMPLIANCE Participate in the development and implementation of the Sumburgh operational strategy; Ensure that legal, regulatory and customer based responsibilities and objectives are met; Ensure that all processes and functions operate to an appropriate level of business control and audit and that staff operate in accordance with compliance to regulatory requirements and industry good practise. This includes participating in the Sumburgh Airport risk management process; Liaise with operational regulatory bodies, such as CAA (including SARG and Aviation Security) Participate at relevant meetings including attending airport regulatory audits; Responsible for completion of regular Health and Safety Inspections in accordance with company policy; Assisting the Airport Manager in managing risk at the airport in accordance with the HIAL SMS process; Liaison with contractors, planning repair & maintenance works and ensuring compliance with SMS processes; To liaise with internal and external customers such as airlines, handling agents and control authorities to ensure that the Terminal Operations teams deliver a customer focused, cost effective service which maximises the use of the airfield facilities and ensures the highest standards of customer service and safety 5. PEOPLE. Work closely with the Airport manager on staff issues, training, management development and activity plans. Leading, managing, motivating and developing your direct and indirect reports, and cross function teams, in line with the HIAL values. Agreeing staff objectives that meet business objectives and measuring performance against these to maximise contributions to HIAL. Setting up performance benchmarks and establishing/communicating clear role objectives. Build strong relationships with other managers and staff at the airport plus head office support staff. Providing direction, support, advice and guidance to staff. Page 2 of 5

3 Assist the Airport Manager in reviewing and developing an airport management structure that meets the requirements of the current business and is adaptable to future business requirements. Assisting the Airport manager in developing staff to enable the team to deliver the HIAL strategy and achieve excellence in developing the Sumburgh airport tactical business plan. 6. COMUNICATIONS Management of airport social media and advertising plans. Promote the airport positively at all times, and during the Airport Manager s absence act as Airport spokesperson for media related issues Champion the corporate values of Innovation, Honesty and Openness, Excellence, Respect and Ownership 7. Deputising for APM Responsible to the APM for delivering all aspects of the HIAL SMS in their absence. Acting as project manager in various airport infrastructure projects in the APMs absence. Responsible for financial sign off across all departments in the APMs absence. Management of the airport property portfolio including maintenance and income. Chair Service related meetings. Develop and manage the master plan of the airport relating to terminal and service aspects. Ensuring a high level of customer service is delivered. Procurement accountability for all service related projects. Project management accountability for all service related projects. Passenger Survey Capture. Engagement with Stakeholders. Representation at Airport Consultative Committee Meetings. Your Conduct on a Daily Basis As you ll be working in an airport environment, your commitment and attitude to safety and security is critical; Team working is crucial in this role so it s essential that you get along with others, appreciate differences and contribute to creating a positive working environment; A positive approach to your work is essential - you must be willing to assist your colleagues with a range of tasks as required and be able to take instruction; Our team members need to respond to changing and challenging situations, operational needs and developing priorities. A flexible and responsive approach is required to balance conflicting and changing pressures in the work environment in a respectful and constructive way; You must be able to interact and communicate with others changing your methods and mediums to fit the circumstance. You ll be able to make yourself understood in a clear and constructive manner; You must be open to new learning and development experiences and take ownership of your own learning and development in role and be willing to respond to new initiatives and changes in working practices; You are expected to conduct yourself with confidence and absolute integrity at all times; Your commitment to providing a strong focus on customer service is essential to maintain the high standards and professionalism of our service; Page 3 of 5

4 Dress and appearance must be appropriate to the role and activity you are undertaking. The company recognises the right to individual expression, body modifications are expected to be removable or covered up, whilst on duty. Where modification cannot be covered, they should not be offensive in nature. Person Specification Competencies - ESSENTIAL: these are the skills, knowledge or experience you must have to do the job 1. Highly developed customer service skills with the ability to provide an excellent customer experience for all those using and working in the airport. 2. Experience in a managerial role with specific experience in: budget management and budget setting procuring products and services Coaching skills to support concessionaires to maximise profit. 3. Able to demonstrate the ability to project manage projects to completion, on time and on budget. This should be evidenced through examples relating to an approved project management methodology. 4. Ability to review and challenge current ways of working to implement improvement. 5. Excellent communication skills: Able to demonstrate strong written skills including s, letter writing and report writing. Computer literate with an ability to use all Microsoft Packages Manage external communications Media/ Social Media and local advertorials. Able to interface with stakeholders 6. Able to demonstrate the ability to comply and deliver all policies and procedures that are regulated on Security. Certification/ employment check Ability Test Application / interview 7. Ability to effectively prioritise and manage time effectively. 8. Ability to maintain confidentiality. 9. Proven track record in Facilities/property management and delivery of customer service delivery initiatives. 10. Considerable experience in decision making and presenting and managing information to assist in decision making. Competencies - DESIRABLE: these are the skills, knowledge or experiences that will enhance your application Certification check Ability Test Application / interview 1. Management Qualification 2. Experience of working in an airport environment Page 4 of 5

5 Behavioural Competencies HIAL has a behavioural competency framework as we place how you do things is just as important as what you are doing. These are in line with our values, which are: Respect Open/Honesty Innovation Excellence Ownership The areas of behaviour competence and what this looks like that apply to this role are as follows: Code SSI CIS ATF UO TW L&D CC SBC IN PTA MIP Airport Services Manager Page 5 of 5