Assistant Duty Manager

About Brussels Airlines

Brussels Airlines is the national airline of Belgium with its home base at Brussels Airport. Our mission is to be the most reliable airline, making everyone feel at home. We are passionate about what we do, whether it’s on board, in an office, in the hangar or at an airport. Our people are recognized for always going above and beyond and for constantly challenging themselves.

Purpose of the position

The function of Assistant Duty Manager is two-fold, one part is linked to the passenger coordination cell in which you will function as a team member and as such is directly involved and gives recommendations in the ops decision making process related to the passenger aspect. You will assess and decide about cost-beneficial solutions within the operational & commercial framework achieving a win-win situation for all parties involved. You will assist the Duty Manager in analyzing, deciding and executing the process of actions to be taken throughout all the departments involved (internal and external) and assure correct and complete irregularity handling.

The second aspect is the on-the-field job in which you function as airport coordinator, supervising and coordinating the operations at the airport. You act as representative of the airline towards the passengers. Thus taking commercial and operational decisions in an independent way. In this capacity you intervene also in conflict situations.

Main tasks & responsibilities

• Daily follow-up of in- & outbound flights -schedules, catering, aircraft seating versions, passenger numbers which results in optimized rotations both on an operational as on a cost/revenue basis. You will instruct all staff accordingly and function as the communication center and assure follow-up of the correct implementation. The Assistant Duty Manager will decide on any solutions needed to assure punctuality and cost effectiveness in close cooperation with the Duty Manager.
• Irregularity handling: rebooking & rerouting of passengers both BRU & outstations. You will evaluate, decide and execute all necessary steps to be taken, both with BRU and outstations. At the same time the Assistant Duty Manager acts as s.p.o.c (single point of contact) for the different operational & commercial reporting lines to assure complete and accurate communication to all involved. You will decide on passengers solutions of commercial or operational decisions, they will contact , inform and take care of the passengers affected. Updating of the different operational systems with information linked to the aircraft rotations to assure all suppliers & handlers have the latest information allowing punctual and correct departures & arrivals.
• In case of lost connection you are responsible for re-accommodation of the passengers.
• Communication with aircraft ready to land, through VHF or ACARS, informing crew about parking positions, next flights, special cases and transfer passengers on board into BRU as to assure smooth turnarounds within the minimum ground times assuring swift and efficient flows. You provide transfer information for passengers in order to facilitate necessary transfers on ground.
• The Assistant Duty Manager sets priorities on all incoming messages. You function as a helpdesk, informing, instructing and advising all Outstations on the different operational & commercial procedures to follow. You will decide on ad-hoc solutions in line with commercial and operational guidelines to assure all outstations compliance and execution with any instruction given by the passenger-coordinator cell.
• The Assistant Duty Manager reports on a daily basis on all operational and commercial issues to all departments. You also provide detailed info concerning specific delays ; this is used as feedback to higher management. You will be responsible for the day to day delay setting.
• On the field you are responsible for the supervision and organization of the operations flow at the airport. You will collaborate with different parties (ATO, OCC, other airlines) to optimize efficient and correct exchange of information. You resolves independently problems and conflict situations. The assistant Duty Manager can waive penalties and gives compensations in order to preserve 100 customer satisfaction.
• The Assistant Duty Manager will manage, supervise and organise ATO.
• People Management is key in the role of Assistant Duty Manager. Evaluations and coaching are included in this function.

Your Profile

• High school diploma or equivalent through experience
• PRO experience (+2 years) is a must
• Customer oriented
• Great people skills
• Strong organizer
• Open friendly manner
• Fluent English/French/Dutch
• Problem solver
• Stress resistant
• Profound knowledge and working experience of handling processes (check-in, baggage, cleaning, etc.) and systems (Connection Manager, CM, OneRes, etc.).
• Profound and in-depth knowledge of working procedures at airport

What we offer

• Flexible reward plan that allows you to optimize part of your salary
• Profit sharing
• Group insurance
• Meal and eco vouchers
• Travel and other benefits
• Being part of a very enthusiastic and dynamic team