Open To Work
JONATHAN GOUTTMAN
Darlinghurst
Summary
Airports Manager at Air Canada committed to enhancing efficiency in ground handling procedures while ensuring exceptional safety standards.
Overview
24
24
years of professional experience
Work History
Airports Manager Asia Pacific (SYD/BNE/MEL/AKL) and NPS Improvement Manager Asia Pacific Airports
Air Canada
04.2016 - Current
- Manage the Ground Handling Agents at all prescribed Airports (From check-in, gates, and Ramp operations), Catering, Cleaning, Cargo and Engineering functionalities.
- Airline Operators Committee Chairperson/Deputy Chairperson 2016-2022 at Brisbane Airport.
- NPS Improvement Project Lead for Asia Pacific Region – Data analysis, SWOT, and improvement implementation.
- Lead Manager on introduction of Self-Service Bag Drop, Kiosk and Signage roll out for the Asia Pacific.
- Station Start-up Lead Manager – BNE/MEL/SYD (covid restart)/MNL/BKK.
- COVID Border Closure – Managed Cargo only and Cargo in Cabin flights for SYD MEL AKL.
- Key Decision Maker, Analyst and Allocator for all stations noted in above header.
- Implementation of SOP’s, Safety Standards and performing regular Audits and or statistical analysis for station optimization.
- Rostering, Fatigue Management of direct staff, Ground Handler and also both Pilots and Flight attendants for all stations – using computer system tools including the Amadeus suite.
- Coordinating irregular operations such as cancellations, diversions and other situations such as Government unrest/global pandemic.
- Coordinate daily operations with Station operations control (SOC), dispatch, Flight Operations and Crew scheduling.
- Develop and Coordinate Emergency procedures for all prescribed stations, in conjunction with Emergency Plans from the Airport Authority, Ground handlers and Government/safety Authorities.
- Optimise 'On Time Performance' and Safety for all prescribed stations and meet/exceed specific KPI’s set.
- Finance, Budgeting costs (Continual Cost Transformation on a yearly basis), Revenues and within that cost control and maintaining revenue flows for each station, on top of that making sure all spending is within the control of internal auditing limits and processes.
- Administration/Monthly Statistics – PMC/DA Reporting/Rostering/Human Resource Functions for direct employees and ground handling employees.
- Training provisions for all staff pertaining to the operation and other regulatory requirements.
- Coordinate, with ATC, Airport Authority, Police, Customs, Quarantine, AMS, CASA, NZCAA, Transport Canada and other government agencies, performance reports and participate in regular audits.
- Contract, Workplace Agreements (including EBA’s) and Service Level Agreement interpretation, analysis and negotiating all three at various times.
Assistant Station Manager
Hawaiian Airlines
06.2012 - 04.2016
- Supervise the Ground Handling Agents at all prescribed Airports (From check-in, gates, and Ramp operations), Catering, Cleaning, Cargo, and Engineering functionalities.
- Implementation of SOP’s, Safety Standards and performing regular Audits and statistical analysis for station optimisation.
- Rostering and Allocation for Direct reports and ground handler using various systems, such as Sabre and Emplive.
- Ground Security Coordinator (GSC), ACCA and Complain resolutions officer (CRO) for the prescribed stations in accordance with US Regulations.
- Coordinating irregular operations such as cancellations, diversions, and other situations such as Government unrest/global pandemic.
- Coordinate daily operations with Station operations control (SOC), dispatch, Flight Operations, Crew scheduling, and the Load office.
- Develop and Coordinate Emergency procedures for all prescribed stations, in conjunction with Emergency Plans from the Airport Authority, Ground handlers and Government/safety Authorities.
- Optimise 'On Time Performance' for all prescribed stations and meet/exceed specific KPI’s set.
- Administration/Monthly Statistics – PMC/DA Reporting/Rostering/Human Resource Functions for direct employees and ground handling employees.
- Training provisions for all staff pertaining to the operation and other regulatory requirements.
- Coordinate, with ATC, Airport Authority, Police, Customs, Quarantine, AMS, CASA, NZCAA, TSA, FAA and other government agencies, perform reports and participate in regular audits.
Customer Service Agent/Duty Manager
Cathay Pacific Airways
03.2007 - 04.2016
- Duty Manager for whole of operations.
- Check-in Customer Service Agent.
- Baggage Desk/Baggage Coordination - International.
- Arrivals preparation and processing.
- Flight Dispatch Supervisor- Flight plan/crewing/liaising with Q Catering/Broadlex cleaning services/Qantas Docs/Qantas Crewing.
- Ramp supervisor and Co-ordinator (liaising with QF Ramp/AAA/Baggage/Interline/Hong Kong Load Control).
- Gates/Boarding.
- Ticket Lift Reporting.
- Achievements: Peer and Management customer service awards, Manager on Duty, Rostering, Staff Management, Training on the Cathay Pacific QIK check-in and reservation system, Ramp/Baggage Service Agent/Coordinator, Premium Product training on Cathay Pacific first and business class, Passenger Well-Being training (disruptive passenger control), Animal handling/Dangerous goods handling, Emergency handling Training (Airside/Landside), CX ramp Loading licence, World Tracer/Baggage claims training.
Customer Service Supervisor
Air New Zealand
01.2010 - 06.2012
- Supervise the Ground Handling Agents at all prescribed Airports (From check-in, gates and Ramp operations), Catering, Cleaning.
- Coordinating irregular operations such as cancellations, diversions, and other situations such as Government unrest/global pandemic.
- Coordinate daily operations with Station operations control (SOC), dispatch, Flight Operations, Crew scheduling, and the Load office.
- Optimise 'On Time Performance' for all prescribed stations and meet/exceed specific KPI’s set.
- Training provisions for all staff pertaining to the operation and other regulatory requirements.
- Coordinate, with ATC, Airport Authority, Police, Customs, Quarantine, AMS, CASA, NZCAA and other government agencies, perform reports and participate in regular audits.
- Lounge Functions – Coordinating the operation of the Air New Zealand Lounge Sydney Airport.
Customer Service Agent
Menzies Aviation
05.2006 - 02.2007
- Check-in Customer Service Agent.
- Baggage Desk/Baggage Coordination - International.
- Arrivals preparation and processing.
- Gates/Boarding.
- Ticket Lift Reporting.
- Emirates Contract
- Achievements: Peer and Management customer service awards, Training on the emirates- MACS check-in and reservation system, SPIRIT Motivational training course, Premium Product training on emirates first and business class, Passenger Well-Being training (disruptive passenger control), Animal handling/Dangerous goods handling.
Customer Service Agent
United Airlines
06.2003 - 05.2006
- Check-in Customer Service Agent.
- Baggage Desk/Baggage Coordination - International and Domestic.
- Arrivals preparation and Coordination.
- Gates/Boarding.
- Cleaning Auditing/ Turn around Coordination.
- Ticket Lift Reporting.
- Administration- organising General Declarations and aircraft documents boxes.
- Driving Aerobridges/Opening-Closing Aircraft doors B747/B767.
- Achievements: Peer and Management customer service awards, Training on Fast Air United Airlines computer systems, Apollo/World Management baggage system training, Passenger Well-Being training (disruptive passenger control), Animal handling/Dangerous goods handling.
Customer Service Agent (CONTRACT ONLY)
Aerocare Air Services
10.2001 - 06.2003
- Pacific Blue check-in.
- Pacific Blue Reservations.
- Gate/Boarding Coordination.
- Arrivals Coordination/Preparation/Cleaning Aircraft (On fast turns).
- Driving Aerobridges/Opening-Closing Aircraft doors B737.
- Rex (regional express) ramp supervision.
- Coordination of ramp staff for aircraft arrivals and departures.
- Dispatching aircraft (departures).
- Marshalling aircraft (arrivals).
- DHL- Unloading/loading of aircraft – Can loading B727.
- Achievements: Virgin Check-in system training, Virgin Reservations system training, World tracer baggage training, Dangerous Goods Certificate- Check-in and Ramp, Airside Drivers licence.
Education
Bachelor of Science - Aviation (Operations Management)
University of New South Wales
Sydney,Australia12-2007
High School - Completed years 7-12, High School Certificate
Marist College Kogarah
Sydney,Australia12-2000
Skills
- Ground handling and safety standards
- Cost control and NPS improvement
- Emergency procedures management
- Stakeholder engagement
References
- Claire Alexander, Air Canada, Manager of Airports Australia and New Zealand, 0400 449 522
- Stuart Taylor, Cathay Pacific Airways, Airport Manager Sydney, 0447 014 484
Industry Courses Memberships Interests
- Senior First Aid Course (Red Cross)
- Responsible Service of Alcohol
- Responsible Gambling Course
- Bronze Medallion
- Dangerous Goods Certificate
- Customer Well-Being Course
- Aircraft/Animal Handling Course
- Member of the Raes
- Rugby League
- Surfing/Golf/Tennis/cricket
- Student/Private Pilots Licence
- ASIC Card Holder
- Airside Drivers Licence (Cat 2)
Timeline
Airports Manager Asia Pacific (SYD/BNE/MEL/AKL) and NPS Improvement Manager Asia Pacific Airports
Air Canada
04.2016 - Current
Assistant Station Manager
Hawaiian Airlines
06.2012 - 04.2016
Customer Service Supervisor
Air New Zealand
01.2010 - 06.2012
Customer Service Agent/Duty Manager
Cathay Pacific Airways
03.2007 - 04.2016
Customer Service Agent
Menzies Aviation
05.2006 - 02.2007
Customer Service Agent
United Airlines
06.2003 - 05.2006
Customer Service Agent (CONTRACT ONLY)
Aerocare Air Services
10.2001 - 06.2003
Bachelor of Science - Aviation (Operations Management)
University of New South Wales
High School - Completed years 7-12, High School Certificate
Marist College Kogarah