Who is QAL? 
Queensland Airports Limited (QAL) is an accomplished airport operator which owns and operates Gold Coast, Townsville, Longreach, and Mount Isa airports – connecting the Gold Coast and northern NSW, along with regional Queensland, to the rest of the country and beyond. We are an Australian-owned company with a vision to engage customers, connect communities and deliver exceptional experiences – and a commitment to delivering for the communities where we operate. QAL is formally recognised as a ‘Great Place to Work – Certified’ organisation – currently the only airport operator in Australia with this certification. QAL is dedicated to a target of net zero Scope 1 and Scope 2 emissions by 2030. With strong passenger numbers, terminal upgrades underway - there has never been a better time to join QAL. 

What you’ll contribute to: 
An exciting opportunity has opened for a part-time Duty Manager to join the team at Townsville Airport. This role offers a unique chance to play a key role in ensuring the smooth, professional, and efficient operation of the Townsville Airport Terminal.  

In this part-time position, you’ll work on a rotating roster with shifts ranging between 4:30 AM and 11:30 PM (or until the last flight has cleared), 365 days a year. A typical fortnight is 65 hours, with occasional additional shifts required to cover leave and ad-hoc duties. 

Reporting to the Terminal Manager, you’ll thrive in a dynamic and multifaceted operational environment. You’ll bring a strong customer experience background, excellent time management, and prioritisation skills, enabling you to deliver exceptional service in a fast-moving and complex setting. 

The successful candidate will:

• Ensure the professional, efficient, and effective operation of the Townsville Airport terminal facility. 
• Collaborate effectively with stakeholders, key clients, passengers, and other terminal users to maintain high service standards. 
• Confidently navigate challenges and adapt to changing priorities while fostering a positive travel experience for all. 

Dana joined Townsville Airports Pty Ltd (TAPL) and works as a Duty Manager. Dana shares her unique experience with the company:   

“I’ve been working at QAL for nearly three years and can say it’s been an incredibly rewarding experience. The company is not only a leader in the aviation industry but also deeply committed to supporting its employees and their growth. One of the standout aspects of working here is how QAL actively invests in employee development, encouraging continuous learning and providing opportunities for career progression. They truly care about your personal and professional growth, and that’s something I really value. 

QAL also fosters an incredibly inclusive and supportive environment. Everyone’s voice is heard, and the company places a strong emphasis on integrity in everything we do. It’s clear that the company culture is built around respect, collaboration, and doing things the right way, which creates a positive and motivating atmosphere every day. Whether you’re looking to grow within your current role or explore new opportunities within the business, QAL supports and encourages you to excel, making it an exciting place to work. 

Overall, I feel incredibly proud to be part of the QAL team. The company’s commitment to employee growth, flexibility, and integrity makes it a standout employer in the industry.” 

How will you make an impact? 
We are looking for an energetic and motivated individual who is a strong communicator with excellent problem-solving skills. You’ll take pride in your work ethic and enjoy making a valuable contribution to a dedicated team. If you’re someone who thrives in a fast-paced environment and is committed to delivering exceptional service, this is the perfect role for you. 

As the Duty Manager, you’ll be responsible for a variety of tasks, including but not limited to: 

Customer Service and Stakeholder Excellence 

• Provide efficient, friendly, and professional service to all terminal guests and stakeholders. 
• Ensure customer inquiries, complaints, and requests are addressed promptly, with a focus on positive problem-solving. 
• Build and maintain strong, positive relationships with terminal stakeholders, including airlines, contractors, and government agencies. 
• Collaborate to ensure smooth operational coordination and effective communication across all parties. 

Terminal Operations  

• Attend to operational issues, ensuring quick resolution of challenges that impact terminal operations. 
• Manage the Resource Management System (RSM) to ensure airline flight information is accurate, and check-in and boarding gates are appropriately allocated.  
• Provide valuable input on minor works and projects within the terminal, helping improve functionality and service delivery. 

Facility Oversight 

• Conduct regular inspections of the terminal to ensure that maintenance, cleanliness, workplace safety, and security compliance are upheld to the highest standards. 
• Actively monitor and address any identified hazards or non-compliance issues, ensuring a safe environment for all. 

Emergency Response and Incident Management 

• Provide clear direction during incidents, emergencies, and medical events, ensuring efficient and effective responses. 
• Maintain control and coordinate efforts with relevant teams to resolve situations calmly and professionally. 

Reporting and Coordination 

• Accurately report operational happenings within the terminal, ensuring key updates are logged in the airport’s reporting systems. 
• ​​​​​​​Escalate impactful terminal operational matters to management as needed, ensuring timely action is taken. 

If you’re ready to take on a rewarding and dynamic role in a fast-paced environment, we want to hear from you! Whether you have experience in other operations or customer-focused industries such as hospitality and retail, this role offers the chance to develop new skills, take on exciting challenges, and make a real impact in an ever-evolving airport setting.  

What we offer you? 

This is an opportunity to be part of a progressive organisation with a great culture and assist in the transformation and growth of the business. At QAL, we uphold the philosophy that the smooth integration of life and work benefits all. We call it ‘Living Well’.

QAL supports an inclusive approach and values diversity within the workplace. We aim to provide opportunities that allow individuals to reach their full potential regardless of their background, gender, age, work status, religious or cultural identity. Aboriginal and Torres Strait Islander peoples are encouraged to apply 

The successful candidate will be required to adhere to QAL’s Drug and Alcohol Management Plan (DAMP, which includes pre-employment Drug and Alcohol Testing, and have the ability to obtain an Aviation Security Identification Card (ASIC) and hold a current First Aid Certificate (training can be provided). 

Please obtain the Position Description by clicking HERE, or if you are on Seek, by copying the following location into your browser to access the Position Description through our careers site: https://qal.elmotalent.com.au/careers/QALcareers/job/view/233