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Responsible to administer the successful planning,
organization and coordination of all service delivery,food/beverage
activities in Kenya Airways lounges and other premier services while
providing exceptional service in a safe and cost-effective
manner. Adherence to established policies, standard sand
procedures at all times in order to achieve high levels of quality
service and Customer satisfaction. Compliance with company policies,
regulatory authority and customer airlines requirements
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Detailed
Description
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Policies and
Procedures:
- Ensure compliance with all regulatory requirements,
policies, processes, procedures, organization standards and local
procedures is achieved so that work is carried out in a controlled
and consistent manner.
- Ensure customer service operations adhere to Kenya
Airways regulations, Customer airline requirement sand all
regulatory authorities requirements.
Safety,Quality &
Environment:
- Constantly review, monitor and adopt reasonable
measures to improve quality, safety and minimize risk and hazards
within passenger services in line with Kenya Airways standards.
- Promote and maintain a positive safety culture, a
healthy, secure and cost-effective operation for Kenya Airways and
Customer Airlines operations and ensure compliance with the
relevant industry/legislative requirements and company procedures
to ensure healthy and safe work environment.
- Perform risk assessments for Guest 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 the Local Emergency Accident
Procedures plan
- Guest Service
- Plan, coordinate and administer the provision of
efficient, high quality customer service deliver yin day to day
operations for Kenya Airways and Customer Airlines in Kenya
Airways lounges in accordance to the agreed Service Level
Agreements and Company Policies in order to delight the customer
and improve the overall customer experience in Kenya Airways
Lounges.
- Develop and implement service delivery standards in
Kenya Airways lounge and premier guests touch points to achieve
service satisfaction targets
- Administer the operation in such a manner as to bring
into effect the superior product and service expected from the
lounges.
- Coordinates with the Food& Beverage service
providers and other lounge stake holders to plans and execute
actions to achieve improved operations, overcome deficiencies, and
institute necessary changes.
- Monitor efficiency of service and exercise quality
control for both food and beverage and overall service delivery.
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Day-to-Day Operations:
- Working closely with a team of Controller Arrivals
and Team leaders special services to run a large shift of
customer-facing staff.
- Liaise and follow-up with airport agencies and all
key stakeholders on operational issues affecting delivery of Guest
Services
- Constantly review, monitor and adopt reasonable
measures to improve quality, safety and minimize risk and hazards
within passenger services.
- Leading, motivating and creating a conducive work
environment that cultivates change and openness within the team;
whilst fostering excellent Teamwork, Commitment, Reliability and
Accountability
- Coach and support the Guest Services team to ensure
effective delivery of quality service and to drive continuous
Customer Service improvement program.
- Manage Guest Services unit budget and operating
costs, enhancing and protecting revenue without compromising
customer satisfaction, safety and security.
- Establish effective communication channels with all
customers to determine needs and respond to queries.
- Develop, analyse, manage and track the Guest Services
corrective measures plan for service failures identified.
- Develop and implement relevant service delivery
reporting mechanisms and audit/reviews.
- Ensure that all the required, current operations
manuals, publications and any other related documents needed to
conduct
Guest
Services operations are available and that all Guest Services staff
have:
- Received and acknowledged
- Comprehensively understood the content
- Implemented the standards as recommended/documented
- Examples of these manuals include: Current
versions of applicable Kenya Airways and Customer Airlines
operational manuals, publications, current JKIA emergency response
plan (AEP)and that of the Customer Airline and any other related
documents.
- Identify deviations in the published procedures
and establish local procedures and document them in the Local
Station Manual (LSM) whilst ensuring conformity and currency with
all regulatory requirements, organization standards, policies and
procedures.
- Ensure adherence of all Kenya Airways documented
standards by all Guest Services staff, and all other service
providers always.
- Routinely monitor safety and quality critical
activities within Guest Services and propose corrective measures
to address any deficiencies.
- Follow-up and ensure timely closure (as per
stipulated timeline) of all non-compliance reported from an
evaluation process.
- Contribute to the development, implementation and
maintenance of the JKIA Local Emergency Accident Procedures plan
(LEAP).
- Champion KQ WAY principle sand best practices
implementation within Guest Services
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Job Requirements
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- University degree in social studies, customer service
or hospitality related discipline or equivalent qualification.
- Diploma in Hotel management, Food and Beverage is an
added advantage
- 5 years in senior supervisory or junior management
level in service delivery in hotel/hospitality or aviation
industry in related area
- Experience as duty/shift manager an added advantage)
- Experience in delivering service in a demanding
consumer.
- environment (hospitality/hotel industry)
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Additional
Details
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- 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
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How To Apply
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If you fit the profile, then apply today. Please submit a
copy your detailed Curriculum Vitae here only. Due to the volume
of applications that we receive, only short-listed candidates will be
contacted. Kenya Airways is an equal opportunity employer.
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Currency
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KES
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Amount of Travel
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Work At Home
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External End Date
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05-May-2023
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