Cairns Airport Pty Limited

Position Description

Position : Airport Duty Manager

Location : Cairns Airport
Department : Operations
Reports to : Terminal Operations Manager
Status : Permanent Full Time (rostered shift work)
Agreement / Award : Salary

Purpose of the role

Airport Duty Manager is responsible for managing sustainable daily operations and ensuring the continuity of
Cairns Airport operations 24/7. This roles is committed to delivering an exceptional customer experience
and flawless operational execution across Airport Operations and co-located Agencies.
This role is responsible for the safe and efficient allocation of Cairns Airport operating assets and the
coordination of daily operational activities. The Airport Duty Manager provides a single point of coordination
between Cairns Airport Operational teams and stakeholders.
It is essential that this position maintains a good rapport with airlines, security, government law
enforcement, border agencies and concessionaires

Key Result Areas:

People
 Develop and manage the Terminal Operations Group (Airport Ambassadors, Airport Coordinators,
Ambassador Supervisor & Passenger Experience Coordinators) to ensure all are delivering an
exceptional customer &stakeholder experience, as outlined in our Customer Service Charter
 Demonstrate and conduct duties in a manner in which supports the NQA Vision and Values.
 Lead initiatives and training to build positive team support for new initiatives
 Play an active role within the Airport Customer Experience (ACE) Team

Operational Performance
 Manage operational performance including passenger facilitation expectations & standards, flight
schedules, underpinned by robust trend reports to be delivered monthly.
 Provide a point of contact for all out of hours airport related events, activities and approvals i.e. media,
functions, SEZ, contractors, as directed by the relevant manager
 Contribute to the airport operational and capital budgets within the portfolio, delivering the agreed
financial outcomes
 Facilitation of terminal events, including Australia Day, Easter & Christmas celebrations
 Manage assigned portfolio
 Provide support to Security Operations Manager, ensuring that security inspections are undertaken as
per audit schedule & Cairns Airport Transport Security Program (TSP)

Continuous Improvement
 Through efficient resource allocation, ensure bay allocations rules are adhered to & the Cairns Airport
Parking Protocols are followed

AIRPORT DUTY MANAGER September 2018

  Ensure that gate, bay, counter and carousels are operated to meet optimum asset utilisation, maximise
stakeholder value and deliver overall safe and efficient airport operations.
 Demonstrate downward trend (MAT) for customer and staff incidents and accidents.
 Monthly improvement on operational efficiencies in T1 & T2 by agreed %.

ASQ & Customer Feedback

 Measure & share periodically our stakeholder and customer satisfaction to identify opportunities to
improve overall airport experience delivering a rating of 4 in our top 5 areas that correlate to customer
satisfaction and an agreed rates in all other ASQ airport measurements.
 Manage the end-to-end customer feedback process to ensure the ‘voice of the customer’ is heard and
promptly addressed
Contractor Management
 Ensure concessionaires, operational contractors (screening, cleaning, BHS & security equipment
contractor) observe contractual obligations, KPIs and regulatory compliance.
Maintenance
 Oversee and coordinate terminal maintenance in collaboration with Facilities and Maintenance team
to ensure the terminal is maintained, secure and always safe in accordance with standards, legislation
and company policy.
 Provide level 1 response to CUTE related issues

Managing Responsibly
 Assume role of Cairns Airport’s Chief Warden in accordance with Terminal Evacuation plans including
maintenance of evacuation procedures and training. Arrange training in line with regulatory standards
and arrange and facilitate terminal & building evacuation exercises, as per regulatory requirements.
 Document Control for departments policies, standards, procedures, statutory manuals, ensuring
manuals are maintained and reviewed annually, or on incident learning.
 Promote a safe working environment through the Safety Management System and related health and
safety legislation.
 Respond to incidents and First Aid on airport and complete all relevant paperwork thoroughly and in a
timely manner.
 Actively promote and maintain a safe working environment (take ownership) and ensure any incidents
or hazards are reported in a timely fashion.
 Understand and undertake what is expected under DAMP and ensure compliance

Emergency & Contingency

 Assume role of Cairns Airport’s first point of contact for any airport emergencies, which may require
activation of Cairns Airport’s emergency or Business Continuity Plans, until relieved by the responsible
manager.
 Provide emergency response to incidents and accidents in accordance with the Airport Emergency
Plan, Airport Transport Security Program, Airport Cyclone Plan, Standard Work Procedures and other
associated procedures.

Knowledge, Qualifications and Experience

Essential
 Experience in management and coordination of staff in a team environment
 Experience in an operational or facility management environment
 First Aid certificate
 Relevant experience in aerodrome airside operations

AIRPORT DUTY MANAGER September 2018

Desirable
 Tertiary qualifications in Management, Facility Management, Tourism or similar
 Aviation (Terminal or Airport Operations) qualifications
 Experience, knowledge and understanding of: Airport, Airline, Civil Aviation Safety and Aviation Security
Regulations
Personal Attributes
 Team player
 Ability to work autonomously with attention to detail
 Excellent communication skills – both oral and written
 Ability to take control, accept responsibility and operate calmly in high pressure situations
 Demonstrate initiative, self-motivation and a desire to achieve success
 Excellent organisational, time, task and priority management
Other
 Ability to work irregular hours, night shift and additional hours to complete tasks
 Ability to attend industry specific meetings and monthly section coordination meetings as part of
overall position
 Ability to obtain and maintain an aviation security clearance
 Ability to obtain and maintain an airside drivers authority

AIRPORT DUTY MANAGER September 2018