1. Virgin Australia Position Description Page 01
Position Description
Guest Services Supervisor
Level 1 Location BNE/SYD/MEL/ADL
Department Ground Operations Division Ground Operations
Group Virgin Australia Direct Reports Guest Services Operators and Guest
Services Coordinators
Reports to Guest Services Duty Manager
(ADL – Guest Services
Operations Manager)
Manager once
removed
Guest Services Operations Manager
Overview
My Role The Guest Services Supervisor (GSS) is responsible for leading a team to deliver a seamless guest
experience across all Guest Services touch points.
The GSS will support the Guest Services Duty Manager (GSDM) through directing, coaching and
developing team members to promote our standard of service, company values, policies and strategic
goals as well as ensuring our team are enabled with the tools, systems and services available to them
to deliver a safe, on time operation and positive guest experience.
The GSS will be a positive role model, actively seeking out continuous improvement opportunities to
enable our achievement of KRAs and Ground’s strategic priorities.
My
Department
Best People, Best Service: The Ground Operations Division leads and controls the optimal delivery of
the Guest Experience within the Airport environment, ensuring that there are sufficient resources to
meet all safety and regulatory requirements, a team that is motivated and engaged by it’s leaders to
deliver the highest Guest Services standards possible and provide support to other airlines within the
Virgin Australia group through a shared services model and to plan for the future to ensure growth,
sustainability and ongoing efficiency.
Virgin Australia
1. To be Australia’s airline of choice.
2. To be Australia’s best customer led organisation
3. To do for corporate travellers what we did for leisure travellers
Behavioural Competencies are relevant to every Virgin Australia team member. Please refer to the Virgin Australia
Behavioural Guide for further detail specific to your role.
– Continuous Improvement and Strategic Focus – Personal Awareness and Effectiveness
– Critical Thinking and Analysis – Service Delivery
– Organisational and Social Commitment – Vivacity
– People and Leadership
Key Interactions
Internal All members of Airport Leadership team, fellow Supervisors, Guest Services and Pit Crew
team members, Compliance and Safety Departments, People Department, Work cover,
Learning & Development, Recruitment, AMCO and Ground Operations Departments as
required.
External Other company representatives, Local Airport Authority, Contractors, Suppliers, DOTARS,
CASA, Local Policing Authorities, Emergency services, Engineering, Freight, Casual Labour

2. Virgin Australia Position Description Page 02
Position Description
Contractor, Work Cover Related Medical Providers.
Key Accountabilities for Guest Services Supervisor
Accountability Major activities Performance Indicators
1. Safety and
Security
§ Lead and coach the team to deliver best safety outcomes
§ Ensure compliance with OH&S Act, Work cover legislation, CASA
and OTS regulations
§ Ensure team member compliance with Airport Handling Manual
procedures, corporate and departmental policies
§ Coordinate Return to Work activity for injured team members
§ Ensure compliance of daily equipment and housekeeping checks
§ Support and where required lead occurrence investigation,
reporting and audits as required
§ Ensure team members are current in all operational procedures,
policies and compliance requirements
§ Maintain a secure workplace by monitoring access points –
physical locations and people entering those locations
§ Ensure team members/contractors/visitors always display
required security identification
§ Report all perceived or actual safety/security issues or breaches
§ Initiate First Aid response for guests and/or team members
§ Maintain minimum role based compliance requirements
§ CICS compliance for team
§ SMS compliance
§ Number of safety and
security occurrences
§ Number of LTIs
§ Non-compliance reports /
occurrence reports
received
§ Follow up of occurrences
§ Housekeeping and GSE
checks are completed.
§ Pre-shift briefings
conducted daily.
§ Nil findings for non-
compliance to PPE
requirement
§ Nil findings for ASIC/VIC
pass & Airside access point
non compliance
§ Nil findings for FOD
§ Nil findings for DG non
compliance
2. Operational
Performance
§ Check-in – Oversee check-in operations including priority check-
in, queue combing, service desk, baggage services and end of
shift reconciliation process
§ Boarding Gate –Oversee arrivals and departures within defined
area to ensure the safe and timely facilitation of guests to and
from aircraft and to ensure positive guest experiences are
achieved
§ Disruption – Lead and oversee service recovery activities during
disruption
§ Resourcing – Liaise with DOPs to ensure operational KPIs are
met through adequate resourcing for designated area
§ Supervise team members to ensure the safe and effective
completion of operational tasks is completed and provide and
document regular feedback to team members on their
performance
§ Communicate information to team members so that shift and
individual performance is maximised
§ Understand and oversee the key functions of the team for
coaching and feedback purposes
§ Proactively seek out, identify and recommend continuous
improvement opportunities
§ OTP KPI’s are achieved
§ Safety and security KPI are
achieved
§ Service Standards KPI’s
are achieved
§ Cost KPI’s are achieved
§ Team member satisfaction
KPI’s are achieved
3. On Time
Performance
§ Lead and coach the team to achieve OTP targets
§ Promote and ensure OTP through proactive planning and
direction of team members
§ Assist Airport Management Team in the identification of issues
affecting OTP and recommend solutions
§ Meet or exceed all OTP
targets
§ Reduction in controllable
delays
§ Contribute to Ground
Operations Corporate

3. Virgin Australia Position Description Page 03
Position Description
Accountability Major activities Performance Indicators
Scorecard targets for OTP
§ OTP 60%
§ D10 80%
§ IATA 90%
4. Service
Performance
§ Lead and coach the team to deliver the agreed VA Service
Standards
§ Ensure all team members including contractors and temporary
labour providers conduct positive interactions with Guests in line
with VA Service Standards
§ Lead and oversee service recovery under disruption conditions
§ Ensure terminal aesthetics are of the highest standard
§ Model and coach team to Ensure VA behaviours are
demonstrated at all times
§ Be a positive advocate for business change programs
§ Proactively seek out, identify and recommend continuous
improvement opportunities
§ Think Customer Scorecard
§ Guest Satisfaction Tracker
§ Compliments / Complaints
§ Queue wait times
§ Uniform and Grooming
Audits completed
§ Terminal and facilities
audits completed
§ All findings reported
§ Service and Logistic forms
5. Cost
Management
§ Manage own and team leave liability within KRA
§ Identify and recommend cost effective strategies
§ Lead and coach team to actively collect ancillary revenue in line
with ticketing policy and business rules
§ Lead team to ensure that disrupt practices and compensation
guidelines are adhered to at all times
§ Check-in productivity
measures for direct reports
§ Leave liability
§ Achieve agreed KRA’s are
for excess baggage and
mishandled baggage
§ Planned vs. actual labour
spend for shift.
§ Accuracy of records
(Payroll, Station Summary,
Delay vouchers, etc.)
6. Team
development
§ Promote and apply agreed business service leadership principles
§ Provide clear and measurable performance expectations to the
team
§ Provide and document regular feedback to the team to identify
and promote
§ Continuous development of team members
§ Recommend appropriate level of performance management for
team members including commendations or discipline to Guest
Services Duty Manager
§ Succession planning for all team members
§ Co-ordinate team members ability to complete self-paced training
requirements
§ Performance/Development
files in place for all direct
reports
§ All direct reports have a
12mth performance review
and active development
plan in place.
§ Use of Leadership tools
during development
discussions
§ Active use of chronology
for On The Job coaching
feedback
§ shift briefings are
conducted daily
§ Participation in training,
workshops and forums to
enhance own and team
development.
7. Team
Member
Satisfaction
§ Lead by example
§ Advocate and recommend tools, systems and resources to
increase team efficiencies
§ Timely response to team members requests for information or
action
§ Ensure consistency with other Supervisors in relation to team
members matters
§ Direct reports and guest
services team have
adequate skills to perform
in their roles
§ Team briefings
§ Managing the health and
wellbeing of team members
to minimise absenteeism.

4. Virgin Australia Position Description Page 04
Position Description
Accountability Major activities Performance Indicators
§ Actively promote an inclusive, consultative workplace, § Team member feedback
(engagement survey, 360
degree surveys, etc.).
§ Attrition rates
§ Productivity
8. Continuous
Improvement
§ Make recommendations to improve safety, customer experience,
efficiency, performance and culture
§ Take a proactive approach in the management and
communication of change initiatives
§ Improvement identified and
initiated
Our Expectations
Sign Off
I have read and understand the requirements of this position. I agree to consult with my Manager or Leader should I not
understand the key accountabilities or expectations of me. I will carry out the position to the best of my ability and
understand I must meet required performance standards and targets. I accept the responsibilities of the position as
outlined above.
I understand the position description for my role is constantly evolving, based on emerging priorities and shifts in
organisational and department needs, and therefore will be updated from time to time.
Team member name: Signature: Date:
Manager/Leader’s Name: Signature: Date: