Job Title
Duty Manager Golden Lounge Operations
Reports To
Manager Golden Lounge Operations
Role Purpose
Handle lounge daily operational issues, deployment of lounge resources to match the operational requirement and ensure all lounge facilities, products and services are serviceable and available for guests at all lounges.
Key Accountability
Duty Manager, Golden Lounge Operations is accountable for:-
- Review the staff availability versus the manpower requirement, adjust the staff number according to the daily operational requirement and execute business continuity plan in the event of any adversities taking place.
- Ensure daily quality assurance check on the vendors and staffs. Manage key important action items with the respective stakeholders and staffs
- Handle the feedback from lounge guests and assign staff to assist on the guests request.
- Liaise with relevant stakeholders and coordinate any ad-hoc requirement and critical situations to ensure smooth operations and minimize service breakage through effective and efficient situational handling.
- Ensure the required stocks and inventory are available for lounge consumption and coordinate uplifts of all items up to standard stock.
- Manage a group of staffs as direct report and ensure conformity to all policies within the division.
Qualification & Experience
- Tertiary education (STPM/Diploma/Degree/Professional qualifications) in any field of study or its equivalent from recognized institutions with at least 0-1years working experience in any field or SPM with minimum 2years working experience in any field.
Skills & Knowledge
- Excellent knowledge in systems and regulatory requirements.
- Broad knowledge in protocol,service,products and procedures.
- Excellent interpersonal skills and efficient in performing service recovery.
- Good leadership skills risk and management skills.
- Strong communication skills both in Bahasa Melayu and English.
Key Challenges
Customer Service
- Deliver a high standard of customer service at all times.
- Build strong working relationships with key company stakeholders
- Promote and maintain a positive organizational image and good community relations
- Report to your superior in a timely manner on any issues or activities likely to influence
- AeroDarat operations or relations with airline customers.
b.Operational
- Proficient knowledge and understanding of all AeroDarat and contractual customer airlines standard operating procedures (SOP’s) and/or Service Benefits.
- Implement and enhance a daily operating report process that measures effectiveness to plan for the operation.
- Monitor, measure and report on operational issues, opportunities, development plans and achievements.
