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About the Role
An established international passenger services business is seeking an experienced Airport Operations Manager to coordinate airport operations, primarily based near Heathrow Airport, with additional oversight of the corresponding operation at Gatwick. This is a senior operational role requiring strong leadership, excellent organisation and the ability to manage people, schedules and changing passenger requirements.
Responsibilities
- Oversee the coordination of airport operations supporting passenger arrivals and embarkation and debarkation services.
- Receive, review and consolidate passenger and flight information, ensuring guest numbers, flight details and arrival times are accurate and up to date.
- Identify discrepancies, missing information and potential errors, taking action to resolve them before they affect operations.
- Maintain accurate airport schedules, passenger lists and operational records.
- Manage and coordinate airport-based meet-and-greet teams, ensuring appropriate staffing levels and coverage for scheduled arrivals.
- Take responsibility for staff recruitment, onboarding, training, scheduling and day-to-day performance management.
- Allocate duties, communicate operational instructions and ensure team members understand their responsibilities and expected service standards.
- Monitor attendance, punctuality and service quality, addressing staffing issues and arranging cover where necessary.
- Oversee Heathrow operations while coordinating with the individual responsible for the equivalent operation at Gatwick, promoting consistent procedures and service standards across both locations.
- Liaise with internal operations teams and transportation providers to ensure coach arrangements align with flight arrivals, passenger numbers and airport requirements.
- Communicate changes to flight schedules, passenger numbers and staffing requirements promptly to the relevant teams.
- Identify potential operational challenges and implement practical solutions to minimise disruption.
- Provide regular updates to management on passenger movements, staffing, operational performance and issues requiring attention.
- Maintain accurate records and ensure required administrative information is provided within agreed timescales.
- Use Microsoft Office, including Excel and Outlook, alongside SharePoint and other scheduling systems to manage operational information.
- Identify opportunities to improve processes, resource allocation and the overall passenger experience.
Requirements
- Significant experience in airport operations, passenger handling, meet-and-greet services, ground handling or a similar operational environment.
- Proven experience managing teams, including recruitment, scheduling, resource allocation and performance management.
- A strong understanding of flight schedules, passenger manifests, arrival information and airport operational requirements.
- Excellent organisational and planning skills, with exceptional attention to detail and accuracy.
- Strong leadership and decision-making skills, with the confidence to manage staff and take ownership of operational issues.
- A practical, solution-focused approach and the ability to remain calm under pressure.
- Excellent communication and interpersonal skills, with the ability to build effective relationships with staff, management and external service providers.
- Good IT skills, including proficiency in Microsoft Office, particularly Excel and Outlook, as well as familiarity with SharePoint and scheduling systems.
- Commercial awareness and an understanding of efficient staffing and resource allocation.
- Flexibility to respond to changing flight schedules and operational requirements, including working overtime and at weekends when required.
- A full UK driving licence and access to a car, with the ability to travel between Heathrow, Gatwick and other relevant locations.
- Experience within cruise operations, travel, tourism or passenger transportation would be advantageous, particularly where the role has involved coordinating multiple teams or locations.
Skills
- Microsoft Office
- Excel
- Outlook
- SharePoint
- Scheduling systems
Location
- Heathrow Area
- Gatwick
Work Type
- Full time
- Permanent
Experience Level
- Senior operational role
- Experienced airport or passenger services professional
Salary/Compensations
- Flexible depending on experience
Benefits
- 24 days of Annual Leave + Bank Holidays (or days in lieu)
- Competitive Salary
- Ongoing training and opportunities for career progression
- Long term permanent employment relationship
- Flexible working hours
- Participation in the success of the business
- Opportunity to work within a vibrant and multicultural team
- Supportive working environment
About the Company
- An established international passenger services business.