Work under the direction of the Senior Emirates Official on duty, deploy Lounge Agents to optimum effect and ensure that the various service suppliers provide the expected level of service to Emirates Customers. Ensure all operational criteria is completed within specified time frame.
Job Outline:

• Deploy available Emirates resources to best advantage in order to satisfy Customer and operational requirements arising during each duty period.

• Ensure that service suppliers are fully briefed regarding EK requirements and that they deliver them in a timely and efficient manner so that the service handling proceeds smoothly and Emirates Customers' expectations are met or exceeded.

• Control expenditure on food, beverages & other consumables in order to minimise waste and unnecessary costs while still meeting the needs of EK Customers. Identify any potential areas of development with product delivery and address this with the Airport Services Manager.

• Respond to queries and complaints in an efficient and timely manner in order to restore passenger confidence. Ensure the expeditious and accurate completion of all reports & statistical data including Customer trends, meal wastage and recording of inwards goods & confirmation of invoices. Ensure completion of daily/weekly stock control.

• Undertake various administrative functions and other duties as directed from time to time by the Airport Services Manager or senior station official on duty.

• Ensure Lounge Agents are well motivated, groomed, given coaching/guidance and that they are able to perform their tasks in an efficient and professional manner to ensure a high level of customer service. Also provide required feedback into the lounge agents PM process.

• In conjunction with the ASM, develop relationships with potential Airlines who may want to utilise the EK lounge for their Customers outside of EK operational flight hours.

• In conjunction with the catering supplier conduct menu presentations and implement new or adjusted menu.

• Conduct regular self-audit s to ensure Emirates specified standards on products, services, policies and procedures are followed consistently. Conduct various audits as directed by HQ and ensure timely reporting and corrective actions on non-conformance.

• When required undertake and support operational and ticket desk duties and related admin duties.