Lounge Operations Specialist

The Emirates Group; United Arab Emirates; Sur place; AED 260 000 - 360 000; Plein temps

Avantages offerts par ce poste

Travel benefits

Healthcare package

Life insurance

Résumé du poste

Emirates Group seeks a Lounge Operations Specialist to drive premium lounge service standards and operational excellence across its lounge network in Dubai and beyond. You will focus on service quality, product implementation, and continuous improvement initiatives to enhance guest experience.

The role requires strong analytical skills, stakeholder management and project coordination to deliver on-time, within-budget enhancements aligned with Emirates brand standards.

Qualifications

• Degree in Hospitality Management, Business, Aviation Management or related discipline.
• 5 years experience in hospitality, airport, lounge operations or related environment.
• Experience supporting readiness, service delivery and continuous improvement initiatives.
• Experience working with internal/external stakeholders in a customer-focused setting.
• Experience implementing products, services and standards.

Responsabilités

• Monitor and improve lounge service standards, F&B quality, product presentation and customer experience.
• Lead implementation of lounge products, services and enhancements within timelines and budgets.
• Analyse lounge performance, supplier performance and service delivery metrics to drive cost control.
• Maintain operational readiness across the lounge network including occupancy and equipment.
• Manage lounge quality programs including audits and KPI reporting, driving improvements.
• Develop and improve lounge operating procedures and embed changes frontline operations.
• Provide operational expertise across Emirates departments and external suppliers as liaison for lounge projects.

Connaissances

Hospitality operations

Customer experience

Operational excellence

Performance management

Analytical skills

Stakeholder management

Project coordination

Communication skills

Formation

Attested Degree or Honours in Hospitality/Business/Aviation Management or related

Description du poste

Job Purpose

Join 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 strong Lounge Operations Specialist strong 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

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
• 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 and 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

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

Salary amp benefits

Join us in a management role and enjoy an attractive tax-free salary

• generous travel benefits including discounted flights and hotel stays around the world
• an excellent leave and healthcare package
• 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