Lounge Operations Specialist

The Emirates Group; Dubai; On-site; AED 180,000 - 240,000; Full time

Benefits offered by this job

Travel benefits

Healthcare package

Life insurance

Transport benefits

Job summary

Emirates Group in Dubai is seeking a Lounge Operations Specialist to drive implementation and continuous improvement of lounge products, services, and standards, delivering a premium customer experience across the network.

You will monitor service quality, lead enhancements, analyze performance, manage audits and KPIs, and collaborate with internal stakeholders and external suppliers to align with brand and operational goals.

Qualifications

• Attested degree in hospitality, business, aviation, or related discipline.
• 5+ years in hospitality or airport/lounge operations.
• Experience supporting operational readiness and continuous improvement.
• Strong analytical, stakeholder management and project coordination skills.

Responsibilities

• Monitor and improve lounge service standards, food and beverage quality, product presentation and customer experience.
• Lead the implementation of lounge products, services and operational enhancements.
• Analyze lounge performance metrics, supplier performance and service delivery.
• Maintain operational readiness across the lounge network.
• Manage lounge quality programmes, audits, and KPI reporting.
• Develop and maintain lounge operating procedures and standards.
• Provide operational expertise and liaison across Emirates departments and external suppliers.

Skills

Lounge operations

Hospitality service

Customer experience

Data analysis

Stakeholder management

Project coordination

Communication

Education

Hospitality Management / Business Management / Aviation Management

Job description

Job PurposeJoin our Airport Services team where you will play a vital role in ensuring seamless airport operations and delivering world-class service to our customers The team is responsible for a wide range of critical functions both above and below the wing to keep our busy airport running efficiently safely and on schedule.If you are passionate about customer service operational excellence and working in a fast-paced environment we invite you to apply and contribute to the success of Emirates Group As the world’s largest international airline our airport operations are among the most dynamic and rewarding offering exciting opportunities to be part of a team that keeps the world moving.As a Lounge Operations Specialist , you will drive the implementation and continuous improvement of Emirates Lounge products, services, and operational standards to deliver a consistent premium customer experience. You will support operational readiness, service excellence, performance management, and cost optimisation across the lounge network, while ensuring full alignment with Emirates brand standards and service expectations.In this role, you will:Monitor and improve lounge service standards, food and beverage quality, product presentation and customer experience, using audits, customer feedback and operational data to drive corrective actions.Lead the implementation of lounge products, services and operational enhancements, ensuring delivery within agreed timelines, budgets and operational requirements.Analyse lounge operational and commercial performance, including consumption, supplier performance and service delivery metrics, identifying opportunities to improve efficiency and control costs.Maintain operational readiness across the lounge network by monitoring occupancy, product availability, equipment condition and service capability to support uninterrupted operations.Manage lounge quality and performance programmes, including audits, mystery shopper results, customer feedback and Key Performance Indicator reporting, and continuing improvement initiatives.Develop, maintain and improve lounge operating procedures and standards, ensuring approved changes are effectively applied and embedded within frontline operations.Provide operational expertise and stakeholder support across Emirates departments and external suppliers, acting as the operational liaison for lounge-related projects and initiatives, driving the alignment of customer experience enhancements, project deliverables and operational requirements.QualificationTo be considered for this role, you must meet the below requirements:Qualification:Attested Degree or Honours (12+3 or equivalent).Degree in Hospitality Management, Business Management, Aviation Management, Customer Experience, Operations Management, or a related discipline.Experience:5+ years' experience in hospitality operations, airport operations, customer experience, lounge operations, service quality, product implementation, or a related operational environment.Experience supporting operational readiness, service delivery, performance management, and continuous improvement initiatives.Experience working with internal stakeholders and external service providers in a customer-focused environment.Experience implementing products, services, operational standards, or customer experience enhancements.Knowledge & Skills:Knowledge of lounge operations, hospitality service standards, and premium customer experience principles.Knowledge of quality management, operational performance measurement, and continuous improvement methodologies.Knowledge of product implementation, operational readiness, and service delivery processes.Knowledge of commercial performance, cost management, and supplier performance monitoring.Strong analytical and problem-solving skills with the ability to interpret operational data, identify trends, and recommend improvements.Strong stakeholder management and influencing skills, with the ability to collaborate effectively across multiple functions.Strong project coordination and implementation skills to deliver operational and customer experience initiatives.Excellent communication and presentation skills, including reporting, procedure development, and performance review activities.Preferred:Experience within premium hospitality, airline lounges, airport operations, or luxury customer service environments.Knowledge of supplier management and service quality assurance frameworks.Experience supporting customer experience transformation, service enhancement, or operational excellence initiatives.At Emirates, we're committed to providing our employees with opportunities to grow and develop in their careers. So if you're looking for a challenging and rewarding opportunity, apply today and join our team!Salary & benefitsJoin us in a management role and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also offers an excellent leave and healthcare package. That's in addition to transport benefits, life insurance and much more.Discover what it's like to live and work in our fast-paced, cosmopolitan home city of Dubai and build a rewarding career with Emirates!