Overview
Guest Experience Manager Jobs in Umluj, Tabuk, Saudi Arabia at daa International
Title: Guest Experience Manager
Company: daa International
Location: Umluj, Tabuk, Saudi Arabia
We unlock value for Airport Owners and Investors.
daa International was established in early 2014 to leverage the expertise, track record, and experience embedded in the daa Group companies and make it available to the market. It does this by reaching into the organization and assembling skilled teams to deliver customized solutions to unlock value in airports for investors and state owners. The group’s capability covers all aspects of airport ownership, investment, and commercial operation. With over 5,000 employees across the group, daa International can draw on a vast pool of subject matter proficiency.
Working at daa International offers a fast-paced environment with a variety of opportunities for every airport professional. We provide a unique environment where you work alongside high preforming industry leaders, join a culture that embraces equality, inclusion and diversity and where continuous development and collaboration is at the forefront.
Key Responsibilities:
Create strategic plans, both short-term and long-term for enhancing the guest experience at RSI to deliver an outstanding “best in class” guest experience at RSI.
Identify ways in which we can continually improve and develop the guest experience strategy, developing and implementing improvement through innovation to make us better and world class in what we do.
Analyse operational and guest service data, key performance indicators and database information to put measures in place to ensure ownership and continuous improvement.
Ensure guests are provided with timely resolution to query management within agreed turnaround times.
Review guest feedback to ensure continuous improvement and focus on delivering high levels of guest experience.
Co-ordinate and manage guest experience projects and initiatives.
Evaluating and resolving guest complaints to ensure satisfaction with services and to prevent problems from occurring again in the future.
Manage, develop and oversee all aspects of RSI guest services and terminal operations ensuring strong working relationships with internal and external stakeholders
Manage and lead day-to-day operations.
Implement policies, initiatives, and department objectives.
Drives operational excellence.
Develop, drive, and implement the guest experience model at RSI to ensure that all departments contribute to its initiatives.
Develop and co-ordinate contingency plans for the terminal in the event of an emergency or system breakdown, to ensure minimum disruption to services and the safety of guests and employees.
Oversee the PRM function at RSI working closely with multiple stakeholders to position RSI at the forefront of PRM assistance and service provision in KSA.
Build relationships with stakeholders and the airport communities to create a ‘sense of place’ and the RSI ‘voice,’ through guest-centric initiatives
Able to successfully manage fast-moving and unexpected challenges.
Act as an advocate for RSI in addressing service needs and when required, coordinate those outcomes with the appropriate business areas for resolution.
Lead, motivate and develop successful long-term relationships with direct reports.
Requirements:
Saudi National
Bachelor’s degree in aviation management or equivalent, Master’s degree is preferable
Minimum 5 years in aviation experience covering terminal operations and guest experience and stakeholder engagement
Airside Operations / Airport Operations
Airport Security & Safety Regulations
Customer Experience Knowledge
Stakeholder Management
ASQ Measures
People Management
Knowledge of GACA requirements
Wishing you all the best!
