Manager Lounges & Premium Services Job in Kenya

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Manager Lounges & Premium Services Job in Kenya

Manager Lounges & Premium Services

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


Detailed Description

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.

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

Job Requirements

  • 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)

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

How To Apply

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.



Amount of Travel

Work At Home

External End Date



How to Apply


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