Guest Experience Associate

Gama Aviation; Sharjah; On-site; AED 25,000 - 35,000; Full time

Job summary

Gama Aviation is seeking a Guest Experience Representative for their new VVIP terminal at Sharjah International Airport. The role focuses on providing exceptional service to VIP passengers, ensuring a seamless transition at the FBO Lounge, and requires an individual with strong hospitality and customer service skills.

Qualifications

• Strong hospitality and customer service skills with a proactive approach.
• Professional demeanor with excellent communication and multitasking skills.
• Proven ability to handle VIP clients with warmth and efficiency.

Responsibilities

• Welcome guests and ensure comfort during their stay.
• Manage the reception desk and respond to guest queries.
• Collaborate closely with the Guest Experience Manager to ensure seamless service.

Skills

Hospitality skills

Customer service

Multitasking

Communication

Attention to detail

Job description

/ Position: Guest Experience Representative

/ Location: Sharjah, UAE

/ Salary: Commensurate with experience

/ Reporting To: Guest Experience Manager

/ The Role:

Gama Aviation has made a significant investment, and we are set to open a new VVIP terminal facility at Sharjah International Airport in Q3 2025 aiming to enhance our guest experiences, and we are seeking an experienced Guest Experience Representative to help support our growth.

The ideal candidate will have experience working in a front of house FBO environment or relevant experience working in a luxury 5 Star hospitality / hotel environment.

Reporting to the Guest Experience Manager, you will be responsible for delivering exceptional service to VIP passengers, crew, and guests at the FBO Lounge. This role ensures a seamless and comfortable experience by maintaining a welcoming lounge environment, facilitating smooth guest transitions, supporting operational needs, and always upholding the Gama Aviation standard of service excellence.

/ Key Responsibilities (Guest Experience & Service)

• Welcome guests and crew with a warm smile, greet them courteously, and guide them to the lounge while engaging in light conversation and providing relevant FBO details.
• Ensure the client’s comfort during their stay by providing appropriate seating, refreshments, warm/cold towels, reading materials, Wi-Fi access, and an overview of available services including food and beverage.
• Uphold the Gama Aviation service standard throughout the guest journey, offering a seamless, authentic, and memorable service experience.
• Provide information about Lounge facilities and amenities, and assist with guest transitions between aircraft and Lounge, ensuring safety and service protocols are followed.
• Serve beverages and refreshments in accordance with the menu and standards.
• Collect and share Client Experience feedback with the Guest Experience Manager.
• Support all interactions with professionalism, maintaining compliance with FBO privacy, safety, and security policies.

/ Reception & Lounge Coordination

• Manage the reception desk: welcome area coverage, walk in guests' arrivals/departures, and guest movement coordination.
• Respond to guest queries (in-person, phone, and email), manage guest lists, and oversee document verification.
• Ensure continuous guest and lounge coverage, especially during aircraft movements and peak hours.
• Monitor and report any safety or maintenance concerns within the lounge.
• Maintain a clean, organized and welcoming lounge environment always
• Replenish refreshments, pantry stock, amenities, and assist crew with dishware and offloaded laundry.
• Support basic F&B preparation and coordination with catering staff when required.

/ Administration & Operational Support

• Collaborate closely with the Guest Experience Manager and the FBO Ops team to ensure seamless service delivery across all touchpoints.
• Apply for Airside passes, and other documentation required for visitors and guests.
• Support Coordinators with administrative duties including shopping, printing, and handling special requests.
• Handling passport related responsibilities, including assisting with immigration clearance for both passengers and crew, preparing GenDec documentation and ensuring all requirements are met for smooth airside meet and greet operations.
• Stay updated on flight movements and schedules to ensure seamless coordination of services.
• Undertake additional tasks and responsibilities as assigned by management, aligned with company standards and service expectations.
• Provide flexible support to the FBO Operations Team as needed for seamless service delivery.

/ Minimum Requirements

• Strong hospitality and customer service skills with a proactive, hands-on approach.
• Professional demeanour with excellent communication and multitasking skills
• Proven ability to handle VIP clients with warmth, discretion and efficiency.
• High attention to detail and ability to manage multiple priorities under pressure.
• Familiarity with airport protocols and lounge operations (preferred).
• Smart appearance and adherence to Gama Aviation’s uniform and grooming standards.
• Ability to work independently and collaboratively within a wider team.

Due to the volume of applications received, only candidates selected for interview will be contacted. If you do not hear from us within 20 working days then your application has been unsuccessful on this occasion.