About the Role

Ready to take the lead in creating unforgettable guest experiences?

• As the driving force behind seamless collaboration between teams, suppliers, and contractors, you'll be on a mission to deliver exceptional service and maintain flawless operations.
• Your focus will be to craft personalised, guest-centric strategies that make every visit a VIP-worthy experience. Whether it's for our loyal premium guests, families, or high-profile visitors, every last detail will be tailored to leave a lasting impression.
• Your day will be filled with keeping lounge operations smooth and spotless, collaborating with suppliers to maintain that perfect ambiance, and ensuring service levels are always top tier.
• You'll be a go-to innovator, constantly seek and identifying opportunities for improvement whilst ensuring SOPs are always sharp and on point.
• As we are a digital-native entity, you will also partner with digital experts to solve guest pain points and elevate the overall lounge experience, blending innovation with guest satisfaction.
• Being the ultimate advocate for our guests, you’ll gather feedback, transform it into actionable insights, and ensure every visit exceeds expectations.

About You

• Degree qualified, you will possess a minimum of 5 years of experience in a service delivery role within an airline, with at least 3 years in a leadership position.
• You will demonstrate a strong background in executing service design strategies, particularly within a hospitality setting.
• You will possess a solid understanding of airport and airline regulatory frameworks and experience working in a multicultural environment, managing diverse teams and delivering exceptional service.