Premium Services Manager

3 days ago

Singapore dnata Airport Services 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. Key

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