Responsibilities:

Develop, implement, and maintain service standards to deliver exceptional and personalized guest experiences.
Oversee the entire guest journey, from pre-flight preparation and service coordination to post-flight follow-up.
Ensure all guest requests, preferences, and special requirements are handled promptly and professionally.
Monitor guest satisfaction, collect feedback, and implement service improvements.
Handle guest complaints and service recovery situations effectively and professionally.

Oversee the In-Flight Service Representative function to ensure smooth coordination of in-flight services.
Ensure flight-specific guest preferences, special requests, and service arrangements are properly communicated and executed.
Coordinate with flight crews, catering providers, and operational teams to ensure readiness for each flight.
Monitor the quality and consistency of in-flight service delivery in accordance with company standards.
Ensure appropriate handling of VIP guests and high-profile clients while maintaining confidentiality and discretion.

Supervise the Hospitality Executive function, ensuring professional hospitality services and guest assistance.
Oversee guest reception, lounge or hospitality arrangements, ground hospitality coordination, and special service requests, as applicable.
Ensure hospitality facilities, amenities, and service arrangements meet company standards.
Coordinate with internal departments and external service providers to deliver seamless hospitality services.
Monitor service quality, operational readiness, and the appropriate use of hospitality resources.

Supervise, coach, and develop the In-Flight Service Representative and Hospitality Executive teams.
Establish performance objectives, monitor team performance, and conduct regular performance evaluations.
Develop training plans to strengthen service excellence, communication, problem-solving, and professional presentation.
Manage staff scheduling, workload allocation, and resource planning to support operational requirements.
Foster a customer-focused culture, teamwork, accountability, and continuous improvement.

Collaborate with Flight Operations, Trip Support, Catering, and other relevant departments to ensure seamless service delivery.
Coordinate special arrangements for VIP flights, charter operations, and other customized guest requirements.
Liaise with external vendors and service providers to maintain service quality and operational efficiency.
Ensure clear communication of guest requirements and service arrangements among all relevant stakeholders.

Establish and monitor service quality standards, procedures, and performance indicators.
Conduct service inspections and review operational feedback to identify improvement opportunities.
Prepare management reports on guest satisfaction, service performance, complaints, and improvement initiatives.
Ensure compliance with applicable company policies, operational procedures, safety requirements, and confidentiality standards.
Recommend process improvements to enhance service quality, efficiency, and guest satisfaction.

Qualifications:

Bachelor's degree in Hospitality Management, Hotel Management, Tourism, Aviation Management, or a related field.
Minimum 5 years of experience in hospitality, guest relations, premium customer service, or aviation service operations.
Previous supervisory or managerial experience is required.
Experience in private aviation, executive aviation, VIP hospitality, luxury hotels, or premium airline services is highly preferred.
Strong leadership, communication, interpersonal, and problem-solving skills.
Excellent English communication skills; additional languages are an advantage.
Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Professional appearance, service-minded attitude, and the ability to handle confidential information with discretion.
Flexibility to support operational requirements outside standard working hours when necessary.

Skills

Guest Experience Manager