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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 www.emirates.com/careers
