Manager Lounges & Premium Services at Kenya Airways

Brief Description        

Responsible to administerthe successful planning, organization and coordination of all service delivery,food/beverage activities in Kenya Airways lounges and other premier serviceswhile providing exceptional service in a safe and cost-effective manner.  Adherence to established policies, standardsand procedures at all times in order to achieve high levels of quality serviceand Customer satisfaction. Compliance with company policies, regulatoryauthority and customer airlines requirements

Detailed Description        

Policies and Procedures:

• Ensure compliance with allregulatory requirements, policies, processes, procedures, organizationstandards and local procedures is achieved so that work is carried out in acontrolled and consistent manner.
• Ensure customer serviceoperations adhere to Kenya Airways regulations, Customer airline requirementsand all regulatory authorities requirements.

 Safety,Quality & Environment:

• Constantly review, monitorand adopt reasonable measures to improve quality, safety and minimize risk andhazards within passenger services in line with Kenya Airways standards.
• Promote and maintain apositive safety culture, a healthy, secure and cost-effective operation forKenya Airways and Customer Airlines operations and ensure compliance with therelevant industry/legislative requirements and company procedures to ensure ahealthy and safe work environment.
• Perform risk assessments forGuest Services and maintain a risk register.
• Conduct a monthly review ofthe risk control environment and submit the Risk Control Matrix (RCM)
• Identify and report hazards,near misses, incidents and accident
• Manage and implement theLocal Emergency Accident Procedures plan

 
Guest Service

• Plan, coordinate andadminister the provision of efficient, high quality customer service deliveryin day to day operations for Kenya Airways and Customer Airlines in KenyaAirways lounges in accordance to the agreed Service Level Agreements andCompany Policies in order to delight the customer and improve the overallcustomer experience in Kenya Airways Lounges.
• Develop and implementservice delivery standards in Kenya Airways lounge and premier guests touchpoints to achieve service satisfaction targets
• Administer the operation insuch a manner as to bring into effect the superior product and service expectedfrom the lounges. 
• Coordinates with the Food& Beverage service providers and other lounge stake holders to plans andexecute actions to achieve improved operations, overcome deficiencies, andinstitute necessary changes.
• Monitor efficiency ofservice and exercise quality control for both food and beverage and overallservice delivery.

 
Day-to-DayOperations:

• Working closely with a teamof Controller Arrivals and Team leaders special services to run a large shiftof customer-facing staff.
• Liaise and follow-up withairport agencies and all key stakeholders on operational issues affectingdelivery of Guest Services
• Constantly review, monitorand adopt reasonable measures to improve quality, safety and minimize risk andhazards within passenger services.
• Leading, motivating andcreating a conducive work environment that cultivates change and openness withinthe team; whilst fostering excellent Teamwork, Commitment, Reliability andAccountability
• Coach and support the GuestServices team to ensure effective delivery of quality service and to drive acontinuous Customer Service improvement program.
• Manage Guest Services unitbudget and operating costs, enhancing and protecting revenue withoutcompromising customer satisfaction, safety and security.
• Establish effectivecommunication channels with all customers to determine needs and respond toqueries.
• Develop, analyse, manage andtrack the Guest Services corrective measures plan for service failuresidentified.
• Develop and implementrelevant service delivery reporting mechanisms and audit/reviews.
• Ensure that all therequired, current operations manuals, publications and any other relateddocuments needed to conduct
• Guest Services operations are available and that all Guest Services staff have:

Received and acknowledged

• Comprehensively understoodthe content
• Implemented the standards asrecommended/documented
•  Examples of these manualsinclude: Current versions of applicable Kenya Airways and Customer Airlinesoperational manuals, publications, current JKIA emergency response plan (AEP)and that of the Customer Airline and any other related documents.
•  Identify deviations in thepublished procedures and establish local procedures and document them in theLocal Station Manual (LSM) whilst ensuring conformity and currency with allregulatory requirements, organization standards, policies and procedures.
• Ensure adherence of allKenya Airways documented standards by all Guest Services staff, and all otherservice providers always.
• Routinely monitor safety andquality critical activities within Guest Services and propose corrective measuresto address any deficiencies.
• Follow-up and ensure timelyclosure (as per stipulated timeline) of all non-compliance reported from anevaluation process.
• Contribute to thedevelopment, implementation and maintenance of the JKIA Local Emergency AccidentProcedures plan (LEAP).
• Champion KQ WAY principlesand best practices implementation within Guest Services

Job Requirements        

• University degree in social studies, customer service or hospitality related discipline or equivalent qualification.
• Diploma in Hotel management, Food and Beverage is anadded advantage
• 5 years in senior supervisory or junior managementlevel in service delivery in hotel/hospitality or aviation industry in relatedarea
• Experience as duty/shift manager an added advantage)
• Experience in delivering service in a demandingconsumer.
• environment (hospitality/hotel industry)

Additional Details        

• Results and process oriented.
• Good communication and interpersonal skills
• Strong analytical skills
• Proactive and innovative leadership.
• Analytical and objective.
• Customer focused & hospitable.
• Ability to lead, guide, motivate a team.
• Innovative.
• Confident and decisive.
• Ability to delegate, set clear work direction and manage work flows