Premium Services Manager

2 weeks ago

Singapore DNATA SINGAPORE PTE. LTD. Full time
Summary
The Premium Services Manager is responsible for the end-to-end management of dnata Singapore's Marhaba lounges at Changi Airport. This includes the full spectrum of lounge operations-service delivery, food & beverage, housekeeping, staff performance, compliance, and guest satisfaction. The Premium Services Manager also contributes to the commercial success of the lounge business by managing key client accounts and supporting business development initiatives. A large portion of the role includes managing the upcoming Renovation and refresh of the two lounges in T1 & T3.
Duties and Responsibilities
Project Management
• Oversee the design, phasing, construction and operational readiness of T1 Refresh and T3 Renovation, while maintaining appropriate Lounge standards during the works
• Provide weekly project progress reports
• Manage relationships with Airport Authority, Airlines and other stakeholders
Operational Leadership
• Oversee the day-to-day operation of multiple Marhaba lounges for First and Business Class passengers at Changi Airport.
• Ensure a seamless premium experience for guests by maintaining high standards in F&B, service, and facility cleanliness.
• Lead and manage a diverse team of service, kitchen, housekeeping, and support staff, ensuring optimal staffing and scheduling.
• Implement and monitor standard operating procedures (SOPs), safety guidelines, and service protocols in compliance with airport authority and corporate requirements.
• Liaise with internal stakeholders (e.g., Procurement, HR, Maintenance) and external vendors to ensure consistent and reliable service delivery.
Team Management
• Provide direction, mentorship, and performance evaluations to frontline supervisors and staff.
• Identify training needs and oversee ongoing learning and development initiatives.
• Foster a positive work environment that encourages collaboration, accountability, and customer service excellence.
Guest Experience & Service Standards
• Monitor and respond to guest feedback promptly and professionally.
• Conduct regular quality assurance checks to ensure services meet premium expectations.
• Continuously review and enhance guest journey and lounge offerings based on evolving passenger needs and competitive benchmarking.
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