Vice President - Service & Hospitality Management

Job description / Role

THIS IS WHAT PERFECTION LOOKS LIKE
SERVICE AND OPERATIONS

Vice President- Service and Hospitality Management

It's the team's aim to make sure all passengers are delighted with their airport experience - from the moment they arrive at the airport to when they board their flight. Alongside others, they oversee terminal facilities such as infrastructure at security, check-in and immigration. Like them, you'll make customers feel they're at the heart of it all.

What you'll deliver
- You'll lead and oversee all activities within the Service Management, Service Delivery and Hospitality functions, ensuring that world class customer service standards are adopted and delivered across the airport by all internal Stakeholders, Service Partners and any 3rd party providers, supporting Dubai Airport's overarching objective of delivering an exceptional passenger journey across all touchpoints and individually to each and every customer.
- You'll be accountable for driving forward Dubai Airport's Service Vision to be Number 1 in the world for exceptional service and for developing a framework to ensure service standards are met/exceeded at all times.
- You'll be responsible for monitoring, developing, customising and overseeing the extent to which agreed service metrics are achieved, proactively managing and resolving any deviations, and managing a portfolio of strategic initiatives which focus on improving service and delivering measurable improvements to current performance.

Requirements

What you bring
- You'll be educated to a degree level
- You should have at least 12 years' experience, within an airport or service industry environment
- You must have proven leadership experience within a customer service environment
- You should have experience with complex, metric-driven organisations

Life at Dubai Airports

Fast-moving and fast-growing, Dubai Airports is a business that's all about delivering great airport experiences, 24 hours a day. Life here means always pushing - and being pushed - to work better and smarter. With us, you'll be encouraged to be the best you can be. You'll be part of the team that connects the world. And at every opportunity, you'll go beyond; delivering an advanced, innovative future for yourself and our business, and making an impact that delivers for Dubai.

About the Company

THIS IS WHERE THE FUTURE STARTS

We're going to become the best airports in the world. How? Because we deliver exceptional customer experiences through innovative and agile service propositions. We make a significant impact on our industry and the rest of the world. And we're central to Dubai's future as a global hub.

Our business is built on the brilliant ideas and unwavering dedication of our people. Together, we're shaping Dubai and truly connecting the world. For you, it means the chance to grow, challenge and innovate in a fast-paced, diverse, international environment. You'll break boundaries and deliver exceptional every day. You'll think big and act boldly. Most important, you'll create amazing airport experiences for millions of people, and reinvent them for millions more.