Responsibilities
Terminal Operations
- Monitor and oversee daily terminal activities to ensure safe and efficient operations
- Coordinate passenger flow and terminal processes to optimize efficiency
- Identify operational bottlenecks and implement appropriate solutions
- Monitor compliance with operational procedures, safety standards, and regulations
- Conduct routine inspections of terminal facilities to ensure cleanliness, safety, and operational readiness
- Monitor passenger waiting times and maintain accurate operational records
- Prepare operational reports, logbooks, and documentation
Safety & Emergency Response
- Implement emergency response and evacuation procedures
- Act as the primary point of contact during incidents and emergency situations
- Coordinate crowd management during emergencies and service disruptions
- Monitor compliance with safety, security, and emergency procedures
- Support the implementation of corrective actions to maintain a safe operating environment
Customer Service & Stakeholder Coordination
- Provide information and assistance to passengers, customers, and stakeholders
- Respond to customer inquiries, concerns, and complaints professionally
- Coordinate with operational partners and service providers to resolve issues
- Support smooth communication between internal departments and external stakeholders
- Assist during service disruptions to ensure a positive passenger experience
Operational Support & Continuous Improvement
- Assist with daily operational planning and terminal coordination
- Support operational projects and process improvement initiatives
- Maintain operational databases and documentation
- Identify opportunities to improve efficiency, safety, and customer service
- Perform additional operational duties as required
Requirements
- SBO or MBO level education in Airport Operations, Hospitality, or a related field
- Minimum of 2 years of experience in customer service or terminal operations
- Knowledge of airport operations, safety procedures, and quality standards
- Strong understanding of customer service principles
- Good computer skills and proficiency with relevant software applications
- Strong communication and reporting skills
- Ability to work under pressure and respond effectively to emergencies
- Willingness to work rotating shifts, weekends, holidays, and on-call when required
- Fluency in English, Dutch, Papiamentu, and Spanish
Skills
- Terminal Operations & Passenger Flow Management
- Safety, Security & Emergency Response
- Customer Service & Stakeholder Communication
- Inspection, Reporting & Documentation
- Problem Solving & Operational Coordination
- Teamwork & Attention to Detail