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Full Job Description
Job Purpose
Lead and develop strategies for the Emirates
Airport Lounge Product for the Hub/Outstation. Work with all internal
and external stakeholder to ensure the delivery of the world class
Emirates customer experience at all Lounge touch points in
Hub/Outstations. Continuously innovate to make sure the Emirates
customer experience remains at the cutting of edge of lounge
experiences.
Job Accountabilities
. Manage the lounge
development strategy (Hub/Outstation) to advance product and solutions
while consolidating feedback and input from customers and partners to
translate customer needs into products and services
. Plan the
‘Design Standards’ and guidelines of lounge products and services, to
ensure adherence with the overall EK brand. With guidance from
Executive Leadership, oversee the product lifecycle from
conceptualisation to implementation and evaluation of the finished
products and services
. Research and identify customer trends,
needs and expectations in hospitality and airline industry to factor
into designing products and services
. Champion infrastructure
developments, expansion projects and renovation of existing lounges
for Emirates Airport Services. Work closely with external agencies
(such as, DA, DAEP, 3rd Party Lounges etc.) and internal operations
units (such as, P&L and Group Facilities) for their input into the
facility design, while considering elements of safety, security,
employee requirements and budgetary constraints.
. Review and
re-design customer touchpoints processes as needed with the aim of
achieving substantial improvements in critical performance measures,
such as, cost, quality and service.
. Establish and develop
strategic partnerships with key internal and external stakeholders,
playing a key role in supplier negotiation with procurement on
contracts terms and conditions for the contracting of goods and
services (for example but not limited too, EKFC for HUB Lounge
catering and Service Delivery for Outstation Lounge catering),
ensuring smooth delivery and implementation of services. For
Outstations this will include the management and appointment of 3rd
Party Lounge suppliers.
. Review and evaluate the presentation of
all lounge products eg. Food & beverages, magazines, shoe shine etc.,
ensuring standards as to quality, quantity and aesthetics are
consistently maintained as per standard.
. Evaluate the lounge
product and services offering and service level agreement (SLA) with
suppliers, by conducting independent quality audits and report
findings so as to initiate corrective action where required or to
identify new opportunities for enhancing the customers lounge
experience.
. Lead a team to continuously analyse customer data,
hospitality and industry trends to support new lounge product ideas
and enhance existing products and services. For Dubai Hub operational
staff Provide input on the planning and hiring of shift staff, their
engagement, training & development, reward, recognition and
performance management via Airport Performance Management
Team
Outstation 3rd Pary Lounges
. Manage all 3rd party as per
agreed standards, procedures and quality level defined in
contract
Qualifications & Experience
Qualifications:
–
Degree or Honours (12+3 or equivalent)
Experience /
Knowledge/skills:
– 10 yrs. Airport Operations / Hospitality /
Product & Interior design / Food & Beverage
– Experience in
Product Design and Project Management
– Experience in Airport
Operations with at least 3 years in a managerial
capacity.
Leadership Role: Yes
Safety Sensitive Role:
No
Salary & Benefits
Join us in a management role and enjoy an
attractive tax-free salary. On top of our generous travel benefits,
including discounted flights and hotel stays around the world, this
managerial role also has an excellent leave and healthcare package.
That’s on top of transport benefits, life insurance and more. Find out
what it’s like to live and work in our fast-paced, cosmopolitan home
city in the Dubai Lifestyle section of our website
