Account Manager - Linencraft

Emirates Flight Catering; Dubai; On-site; AED 350,000 - 550,000; Full time

Benefits offered by this job

Two duty meals provided at EKFC

Health and wellness coverage

Paid time off and public holidays

Performance-based annual bonus

Job summary

Emirates Flight Catering is seeking a seasoned leader to manage assigned accounts, ensuring top-tier customer satisfaction and seamless end-to-end laundry operations. The role requires overseeing on-site and off-site services, coordinating with internal stakeholders, and driving continuous improvement.

You will lead a high-performing team, manage budgets, and ensure compliance with safety and contractual requirements while delivering against KPIs.

Qualifications

• Bachelor’s Degree in Hotel Management / Business Administration / Engineering.
• Seven years of experience in a complex high-volume operation in a leadership role.
• Experience leading a team in hospitality or large-scale laundry operations.

Responsibilities

• Act as the main point of contact for assigned accounts to ensure customer satisfaction.
• Oversee end-to-end operations for multiple laundry outlets, including on-premise and off-site services and logistics.
• Serve as the primary liaison between customers and internal stakeholders to ensure service delivery meets KPIs.
• Ensure timely resolution of customer complaints within SLAs and identify corrective actions.
• Monitor daily operations performance and identify areas for improvement.
• Ensure compliance with contractual requirements and update scope as needed.
• Plan and manage budgets, resources, and cost optimization.
• Support and motivate team to maintain a high-performing environment.

Skills

Leadership

Customer Management

Communication

Project Management

Education

Bachelor’s Degree in Hotel Management / Business Administration / Engineering

Tools

MS Office

Job description

Act as the main point of contact for the assigned account(s) to ensure customer satisfaction, lead issue resolution, maintain service quality standards and professionally represent Company in all customer interactions.

Oversee end to end operations for multiple laundry outlets, including on premise and off-site services along with required logistics to ensure smooth service delivery and outcomes aligned with customers’ expectations.

Serve as the primary liaison between customers and internal stakeholders across assigned accounts, building strong relationships with key internal stakeholders to understand requirements and ensuring service delivery consistently meets agreed KPIs and commitments.

Ensure prompt resolution of customer complaints within agreed SLAs, driving root-cause analysis and investigation to identify effective corrective actions that minimize costs associated with claims, rectification, or re-processing.

Monitor, review and analyse the daily operational performance including volumes processed, quality metrics, delivery timelines, efficiency levels and staff attendance and identify areas for improvement.

Ensure compliance by monitoring, reviewing and analysing the actual scope of work against contractual agreements and proposing necessary changes to maintain alignment with agreed requirements and ensure effective service delivery.

Prepare and manage annual budgets for the account(s), implement cost optimisation measures, and monitor financial performance against forecasts to achieve agreed financial targets.

Plan and manage site resources to ensure effective operations, monitor team performance, address high potential and underperformance, and ensure KPI targets are met to maintain an effective and high-performing team.

Support and motivate team members to perform their roles effectively while fostering a collaborative, accountable and high-performing work environment to achieve operational objectives.

Ensure managed operations comply with applicable legal, regulatory and safety requirements while promoting a strong culture of compliance and safe working practices to maintain safe, compliant and effective operations.

Qualifications

Education Qualification:

• Bachelor’s Degree preferably in Hotel Management / Business Administration / Engineering.

Work Experience:

• Minimum 7 years overall experience in a complex high-volume operation in a leadership role.
• Demonstrated capability in direct customer management and various stakeholder engagement.
• Area of Experience: Minimum 5 years leading a team in the hospitality industry or large-scale laundry operations.

Skills:

• Excellent management and leadership skills.
• Exceptional verbal and written communication skills.
• Excellent presentations skills and knowledge of MS Office applications (Word, Excel, PowerPoint).
• Proven project management, resource planning and cost optimization skills.
• Ability to collect, track, and analyse large amounts of data.
• Adaptability and strong problem-solving skills.
• Extensive knowledge of hospitality operations in the capacity of a five-star property.

At Emirates Flight Catering (EKFC), our people are at the heart of everything we do. As one of the world’s largest catering and hospitality services providers, we deliver excellence at scale—supporting airlines, hospitality brands, and global events every day. Our success is driven by the passion, professionalism, and commitment of our teams.

Why Work With Us

At EKFC, your role matters. Whether you work in operations, engineering, corporate services, or support functions, you contribute to delivering safe, reliable, and high‑quality services every single day.

You’ll be part of:

• A globally recognised organisation within the Emirates Group ecosystem
• A diverse, multicultural workforce united by shared standards and values
• A fast‑paced, operational environment where responsibility and professionalism matter
• A workplace that values integrity, accountability, and continuous improvement

Life at EKFC

What you can expect:

• Collaborative and approachable leadership
• A diverse, multicultural team
• Open communication and transparency

We offer a competitive benefits package designed to support your well-being:

• Competitive salary and benefits
• Two duty meals provided at EKFC
• Health and wellness coverage
• Paid time off and public holidays
• Performance‑based annual bonus and salary review opportunities, subject to eligibility and company policy
• Recognition for achievements and commitment, including monetary NAJM Awards (Appreciation, Bronze, Silver & Gold levels)
• Learning and development support
• Team events and engagement activities

(Benefits may vary by role and location.)

Our Recruitment Journey

Our recruitment process is designed to be transparent and respectful:

• Application review
• Initial interview or assessment
• Technical Interview & Case Study presentation
• Employment Contract

We aim to keep candidates informed every step of the way.

(The recruitment and interview process may vary depending on the role.)