Job Description
To control and co-ordinate the provision of marhaba - hospitality experience during a shift, in order that passengers and airlines receive a total quality handling service, ensuring profitability and projection of dnata/marhaba image as a quality hospitality service provider.
Job Outline:
Execute
Guest Satisfaction & Feedback:
- Continuously monitoring guest satisfaction through feedback mechanisms (surveys, online reviews, direct communication).
- Act on guest feedback to identify areas of improvement and implement corrective actions.
- Proactively engage with guests to anticipate needs, ensuring that every guest has a memorable experience.
- Monitor guest interactions to ensure high standards of service and exceed guest expectations.
- Resolve guest concerns or complaints in a timely and efficient manner, using good judgement to ensure guest satisfaction.
- Develop, implement `signature moments? within the guest journey to enhance guest satisfaction.
- Promote loyalty and repeat business by providing specialised service.
Team Management:
- Train, mentor, and motivate the guest services team, ensuring they have the necessary tools and knowledge to deliver excellent service.
- Conduct regular performance evaluations and provide constructive feedback to the team, to ensure that the right image of the organisation is projected to internal and external guests and stakeholders.
- Conduct regular briefing sessions with the front-line employees, to ensure that each employee is updated on the principals of Hospitality and use PRAIS (Personalise, Relevant, Attractive, Impeccable, Simple) to drive positive customer engagement
- unpinned by simplicity. Foster a welcoming and positive atmosphere by maintaining strong communication with employees and guests.
- Ensure the lounge teams (or Meet & Assist) are well integrated into the culture of hospitality through comprehensive briefings, creating `signature moments? and providing a service experience that is personalised, relevant, impeccable and efficient.
- Conduct service audits to ensure that food and beverage standards, as well as the product selection, align with what has been agreed with the provider for the lounges.
- Create a positive, collaborative, and customer-focused team environment.
Operational Excellence:
- Oversee the coordination of special requests, VIP services, and tailored experiences for high-profile or repeat guests.
- Collaborate with other departments (Housekeeping, Front Desk, Catering) to ensure smooth operations and a cohesive guest experience.
- Ensure that all guest-facing systems, including guest acceptance processes and special accommodations, are streamlined and effective.
- Efficiently manage reservations, walk-ins, and guest seating preferences to ensure optimal lounge turnover and a smooth flow of service. Ensure that floor walkers are briefed to escort guests to available seats in the lounge, so that guests are comfortably seated. Keep track of guest waitlists and update estimated wait times.
- Ensure that safety briefings are conducted regularly while intervening when there is a risk exposure, role- model safe behaviours and follow up on corrective actions.
- Comply with all relevant safety, quality and environmental management policies & procedures and ensure a healthy and safe work environment.
- Work closely with the Lounge management team (or Meet & Assist team) and flight catering to ensure that teams are maintaining cleanliness and order in the house area, ensuring the lounge is always presentable.
- During lounge refurbishments, ensure that the quality of customer service remains uncompromised.
