Airport Experience Lead

2 days ago


Gujranwala, Punjab, Pakistan beBee Careers Full time

Key Responsibilities:

  • Oversee the daily delivery of lounge services to airlines and passengers, ensuring exceptional service excellence and adherence to quality standards.
  • Ensure all staff are fully competent and consistently follow established Standard Operating Procedures (SOPs) to prevent revenue leakage across all systems, portals, and machines.
  • Conduct thorough investigations and promptly address complaints, service mishandlings, and operational lapses.
  • Manage and execute scheduled and unscheduled audits by airlines and external parties; analyze findings and implement corrective improvement plans.
  • Ensure strict compliance with SOPs and security directives by all staff and propose enhancements where necessary.
  • Regularly review and optimize staff rosters to ensure efficient deployment of manpower and resources.
  • Lead staff briefings and engagement sessions on key operational KPIs, grooming standards, customer service excellence, and emerging operational issues.
  • Plan and execute the lounge's year-long Calendar of Events.
  • Enhance the guest experience by proactively attending to guests' needs and anticipating their requirements.
  • Ensure the seamless running of daily lounge operations.
  • Oversee inventory management, maintaining accurate records and documentation for audit and compliance purposes.
  • Ensure that all required licenses for lounge operations are current and renewed in a timely manner.
  • Prominently lead the preparation and maintenance of service reports, ensuring timely submission and up-to-date record-keeping.

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