Cluster Guest Service Manager

Careers at UAE; Dubai; On-site; AED 180,000 - 240,000; Full time

Job summary

Jetex, a global leader in executive aviation, seeks a Cluster Guest Service Manager in Dubai to lead the Bell Attendant cum Chauffeur team at our FBO. You will drive service excellence, manage operations, and mentor a high‑performing hospitality team to deliver seamless ground transportation and luxury guest experiences.

The role requires a passion for luxury hospitality, strong leadership, and a track record of delivering high‑end guest experiences.

Qualifications

• Bachelor’s degree in hospitality, Business Administration, or related field preferred.
• UAE driving license preferred.

Responsibilities

• Lead and manage the Chauffeur & Belldesk function across the FBO, setting clear performance expectations and aligning team objectives with departmental goals.
• Develop and implement service strategies to elevate guest experiences and optimize operational efficiency.
• Monitor and assess team performance through KPIs, coaching, and feedback mechanisms.
• Oversee the day‑to‑day operations of the Chauffeur and Belldesk team, ensuring timely and professional service delivery.
• Ensure compliance with safety regulations, company SOPs, and service excellence standards.
• Manage logistics for guest transfers and luggage coordination with a focus on punctuality and presentation.
• Recruit, train, and mentor team members to build a high‑performing, service‑oriented workforce.
• Design and implement training programs to enhance technical skills, customer service, and operational readiness.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Ensure a proactive and empathetic approach to resolving guest concerns or escalations, maintaining high satisfaction levels.
• Collaborate with Concierge, Operations to ensure seamless guest journeys.
• Uphold Jetex’s luxury hospitality standards at every touchpoint, from arrival to departure.
• Maintain accurate operational and compliance records; enforce health, safety, and quality assurance standards.
• Report regularly to senior management on team performance, incidents, and improvement initiatives.
• Guest satisfaction, on‑time performance, team productivity, process improvements, equipment maintenance.

Skills

Fluent English

Communication skills

Leadership

Organizational skills

VIP customer service

Education

Bachelor's degree in hospitality or business

High school diploma with substantial industry experience

Tools

MS Office

Transport management systems

Vehicle maintenance knowledge

Job description

Cluster Guest Service Manager

Company Overview:

Join Jetex, an award-winning global leader in executive aviation with a unique ecosystem of more than 35 locations around the world whose success always springs from the engagement and talent of teams who create flexible, best-in-class trip support solutions. The company provides exceptional private terminals (FBOs), aircraft fueling, ground handling and global trip planning. It caters to both owners and operators of business jets for corporate, commercial, and personal air travel. With professions that span our entire value chain – from trip planning to indulging passengers with exceptional hospitality – Jetex offers a vast range of career opportunities around the world. Committed to being an employer of choice, Jetex encourages employees to pursue their aspirations thanks to concrete development and learning opportunities, including personalized career itineraries, contribution to entrepreneurial projects and other initiatives.

Department Overview:

DWC Hospitality provides premium hospitality services, including event management, luxury catering, and VIP customer service. The department curates bespoke experiences tailored to the individual needs of each client, contributing to the world‑class standards of Jetex operations.

JOB PURPOSE

The Guest Service Manager is responsible for the overall management, strategic planning, and operational performance of the Bell Attendant cum Chauffeur team. The role ensures the delivery of exceptional, timely, and seamless ground transportation and bell desk services aligned with Jetex’s standards of excellence. This position drives service innovation, team development, interdepartmental collaboration, and continuous improvement to enhance the guest’s satisfaction.

Leadership & Strategy

• Lead and manage the Chauffeur & Belldesk function across the FBO, setting clear performance expectations and aligning team objectives with departmental goals.
• Develop and implement service strategies to elevate guest experiences and optimize operational efficiency.
• Monitor and assess team performance through KPIs, coaching, and feedback mechanisms.

Operational Management

• Oversee the day‑to‑day operations of the Chauffeur and Belldesk team, ensuring timely and professional service delivery.
• Ensure compliance with safety regulations, company SOPs, and service excellence standards.
• Manage logistics for guest transfers and luggage coordination with a focus on punctuality and presentation.

Team Development

• Recruit, train, and mentor team members to build a high‑performing, service‑oriented workforce.
• Design and implement training programs to enhance technical skills, customer service, and operational readiness.
• Foster a culture of accountability, collaboration, and continuous improvement.

Guest Experience & Service Excellence

• Ensure a proactive and empathetic approach to resolving guest concerns or escalations, maintaining high satisfaction levels.
• Collaborate closely with key departments (e.g., Concierge, Operations) to ensure seamless guest journeys.
• Uphold Jetex’s luxury hospitality standards at every touchpoint, from arrival to departure.

Compliance & Reporting

• Maintain accurate operational and compliance records in line with internal audit standards.
• Enforce health, safety, and quality assurance standards in all service delivery activities.
• Report regularly to senior management on team performance, incidents, and improvement initiatives.

KPIs

• Guest satisfaction and feedback scores.
• On‑time performance of transportation and luggage handling.
• Team productivity and compliance rates.
• Service innovation and process improvements implemented.
• Equipment maintenance and cleanliness standards.

SKILLS, REQUIREMENTS & QUALIFICATIONS

• Bachelor’s degree in hospitality, Business Administration, or related field preferred. High school diploma with substantial industry experience may be considered.
• UAE driving license preferred.

Experience

• Proven track record of delivering high‑end guest experiences with meticulous attention to detail.

Skillset

• Technical & Professional Skills: Fluent in English; additional languages are a plus.
• Proficient in MS Office and transport management systems.
• Strong understanding of vehicle maintenance and safety protocols.

Leadership & Interpersonal Skills

• Inspirational leader with a hands‑on, service‑driven mindset.
• Excellent communication, interpersonal, and problem‑solving skills.
• Highly organized, with the ability to manage multiple priorities effectively.
• Client‑centric, with a refined approach to high‑net‑worth individuals and VIP.

COMPETENCIES

Leadership:

• Demonstrates accountability and sound decision‑making.
• Empowers teams and promotes a culture of ownership.

Customer Experience:

• Embeds luxury service standards across all touchpoints.
• Resolves challenges with discretion and emotional intelligence.

Operational Excellence:

• Drives process improvements and ensures service consistency.
• Maintains focus on quality, safety, and efficiency.

Collaboration

• Builds strong cross‑functional relationships.
• Fosters a team culture of respect, engagement, and recognition.