Guest Experience Manager

3 months ago

Sharjah, United Arab Emirates Gama Aviation Full time

**Vacancy Name**

Guest Experience Manager

**Vacancy No**

VN988

**Employment Type**

Full-Time

**Division**

Ground

**Work Location**

**Job Details**

**/** Position**:Guest Experience Manager - FBO
**/** Location**:Sharjah, UAE
**/** Salary**:Commensurate with experience

**/** Reporting To**:FBO Manager

**/** The Role**:
Gama Aviation has made a significant investment, and we are set to open a new VVIP terminal facility at Sharjah International Airport in Q2 2025 aiming to enhance our guest experiences. We are seeking a creative and dynamic Guest Experience Manager to lead our FBO lounge team at Sharjah.

The Guest Experience Manager will be responsible for planning and coordinating lounge activities, liaising with airport authorities, and fostering a positive team environment through strong coaching. Reporting to the FBO Manager, you will provide regular updates on lounge activities and guest movements. We are looking for individuals who can demonstrate creativity and possess the skills to manage ideas from conception to implementation, contributing to an unparalleled guest experience in our new state-of-the-art facility.

**/** Main Responsibilities**:

- Ensure a seamless guest experience for guests arriving and departing through the FBO lounge.
- Oversee daily operations of the FBO lounge, coordinating with crew, clients, VIP’s, aircraft management clients, Airport Authority staff and service providers.
- Manage work schedules and rosters for lounge staff, ensuring adequate coverage and notifying the FBO Manager of resource needs.
- Serve as the main point of contact and support all clients using the FBO facility.
- Inspire and mentor the lounge team, fostering a positive and engaging work environment.
- Promote a guest experience culture, identifying areas for improvement and implement necessary training.
- Maintain high standards, upholding Gama Aviation’s reputation as the leading FBO and Operator.
- Stay informed of daily movements and prepare for guest arrivals and departures.
- Ensure the safe and efficient management of the FBO, including overall facilities maintenance and cleanliness, and handling airside passes, permits, and renewals.
- Regular review of operations notices and monitor supplier quality, providing feedback and identifying potential new suppliers.
- Manage lounge inventory, including stock management and cost control, and review F&B offerings to enhance guest experience.
- Participate in projects such as marketing and guest experience programs as assigned by management.
- Ensure all devices and appliances function properly and manage maintenance needs.
- Plan and coordinate events, liaising with organizers and caterers.
- Maintain a high level of confidentiality at all times.
- Identify upselling opportunities for Gama services and share with the commercial team.
- Report safety hazards, participate in investigations, and implement mitigating actions
- Assist in investigating and responding to complaints or deficiencies in the FBO department, proving feedback on operational issues.

**/** Skills, Qualifications and Experience required**:
**Essential**
- High attention to detail and exacting standards.
- Over 5 years of experience in luxury hospitality or aviation sector.
- Proven experience in supervising VIP, First, Business class lounges with an operator or leading airline.
- Strong leadership skills, with experience in team management, inventory oversight, cost control, staff scheduling, training, Health & Safety compliance.
- Experience accommodating high-net-worth
- individuals (HNWI), Royals and VIP passengers in the GCC region.
- Excellent communication and organizational skills
- Flexible approach to work hours, ensuring availability for key guest arrivals and departures.
- Valid UAE driving licence

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