Terminal Operations Officer

Competencies on job level:

• Knowledge of airport operations and safety;
• Knowledge of inspection, (inter)national safety regulations and procedures;
• Knowledge of principles and practices of quality control techniques and standards and ability to execute quality inspections;
• Knowledge of and skills in relevant software packages;
• Knowledge in principles and practices of customer service;
• Ability to communicate in line with safety procedures;
• Ability in performing inspections and identifying (possible) bottlenecks;
• Ability to coordinate, adjust or correct activities;
• Ability to advise on improvement of possible challenges;
• Ability to deal with difficult people and big crowds;
• Stress resilience;
• Oversight capability;
• Strong customer service orientation and friendliness under pressure;
• Skilled in reporting and writing reports on a professional level;
• Skilled in working in a team;
• Attention to detail and problem-solving skills;
• Ability to work shift base schedule including holidays and weekends;
• Ability to respond to emergencies 24/7 outside of regular working hours;
• 24/7 availability work attitude when required;
• Skilled in communication in English, Dutch, Papiamentu and Spanish (verbal and in professional writing).

Education& Experience:

• Education on SBO/MBO level in the field of Airport Operations, Hospitality or a related field;
• Minimal 2 years of relevant work experience in customer service;

PhysicalRequirements:

• Ability to stand and walk for extended periods of time;
• Capacity to lift and move items as necessary;
• Willingness to work in various environmental conditions, including indoor and outdoor settings.

Contacts:

• With colleagues and users of the terminal about the safety rules to ensure their correct application, resolve bottlenecks and provide instructions on the safe and smooth running of activities, passenger and goods flows;
• With external suppliers such as maintenance and cleaning about operational activities to exchange information;
• With the airlines, ground handlers, immigration and customs about operational activities, safety procedures and other matters to solve any presented challenges at the terminal.

Key areasof responsibilities:

1. Is responsible for the oversight of the operation in the terminal to provide for the safety of the traveling public and efficient operation in the terminal:

• Monitors and oversees activities in the passenger terminal with the aim of conducting activities in a safe and efficient manner and ensuring the accessibility of the airport facilities, good services and an efficient passenger flow;
• Organizes terminal processes as part of the operational plan;
• Resolves problems involving passenger flow through terminal areas including the curbside area in consultation with the Terminal Operations Coordinator (TOC);
• Reviews the daily APP and advises the Airport Duty Manager (ADM) on duty on projected bottlenecks that may impact effectiveness of passenger process;
• Monitors the correct implementation of the daily APP by stakeholders and reports any breaches immediately to the Airport Duty Manager (ADM) on duty;
• Assists the Terminal Operations Coordinator (TOC) in resolving problems in the terminal in collaboration and consultation with other airport partners (customs, maintenance, security, etc.) to ensure the safety of the traveling public and the efficient operation of the airport;
• Enforces and monitors adherence to airport rules and regulations within the terminal and monitors compliance with the Airport User Regulation and international safety and security standard, other agreements and contracts and takes corrective action when necessary, and evaluates the applicability of these regulations, advising on adjustments;
• Monitors and documents passenger waiting times to serve as an analytical resource for the Terminal Operations Coordinator (TOC);
• Monitors and manages the queuing and passenger flow in the terminal to optimize space and ensure efficiency;
• Conducts routine inspections of airport terminal facilities to ensure cleanliness, safety, and proper operating conditions, keeping detailed records of collected data;
• Performs inspections based on performance standards and quality of service for airport real estate, such as VIP lounges, and tenant facilities, and takes appropriate action in response to unpredictable circumstances using knowledge and experience;
• Provides information to other airport partners regarding daily activities within the passenger terminal;
• Manages processes at the Boarding Pass control and Transfer Checkpoint to provide access to restricted areas inside the terminals;
• Prepares electronic logbook entries of daily events, maintains databases and prepares reports for the Terminal Operations Coordinator (TOC) as needed.

Is responsible for the correct emergency responseaccording to safety, security and emergency plans, standards and procedures:

• Implements and coordinates evacuation procedures based on Airport Emergency Plan;
• Serves as the primary point of contact for all passengers and airportusers during incidents or accidents occurring on airport premises including medical emergencies, mass casualty events, and natural disasters;
• Assists the TOC in maintaining the order, minimizing confusion and aiding in the efficient evacuation or management of the situation;
• Monitors and manages crowd dynamics and behavior to prevent panic, congestion, and overcrowding during evacuation procedures.

Is responsible for providing optimal customer care in the terminal:

• Provides roaming information service by responding to questions of passengers, customers, and stakeholders within the terminal;
• Handles complaints from airport users and advises the Terminal Operations Coordinator (TOC) on potential improvements;
• Responds to and resolves requests and concerns from the public, passenger, and stakeholders, particularly in the areas related to safety, lost and found, maintenance and reports more complex problems to the Terminal Operations Coordinator (TOR);
• Liaises with passengers during service disruption;
• Assists the Terminal Operations Coordinator (TOC) or department manager with other activities and projects as needed, performing duties within the line of work.

Provides a general contribution to the organization’s objectives:

• Comes with solutions to identified problems;
• Communicates and works closely with colleagues;
• Contributes to a positive working atmosphere and team spirit within the organization;
• Performs other related activities as required.

Apply here

Applications must be submitted by Monday, August 10, 2026.
For more information, please contact Sharitee Saunders at +5999 839 1040 or  +5999 839 1026.