Emirates Group

Job Purpose

dnata is one of the world’s largest air and travel services providers; offering ground handling, cargo, travel and catering & retail services at over 130 airports in more than 34 countries across six continents. At dnata, we are by your side for the entire travel experience.

As a Senior Marhaba Agent-Lounge, you will assist the Marhaba Services Supervisor in controlling the shift activities in arrivals in order to ensure coverage and the provision of a quality standard of customer service which is to the satisfaction of the individual passengers/ corporate clients and airlines

In this role, you will

• Execute
  -Support / co-ordinate with Marhaba Services Supervisor to handle the shift activities to achieve quality services in compliance with agreed services standards & Standard operation procedure (SOP).
  -Preparing/ co-ordinating the availability of requirements such as name boards, visas/ documents, flowers, limousines, etc in order to ensure that passengers are met and assisted in a timely and professional manner.
  -Oversee the process of the allocation of staff and updating of the check-in systems, as per the service requirement. Co-ordinating with authorised personnel internally (i.e. Duty Officer) and externally (i.e. Customer).
  -Control and monitor Marhaba revenue generated by sales team per shift by providing different product according to customer needs.
  -Prepare the daily shift report ensuring nil discrepancy.
  -Support the Lounge Supervisor to handle shift activities in the lounge to achieve quality services in compliance with agreed services standards & Standard operation procedure (SOP).
  -Control and monitor all lounge equipment are functional.
  -Ensure resources are allocated in the lounge.
  -Ensure all aspects of lounge pertaining to F&B / reading material / grooming / lounge entitlements / products are delivered as per agreed service standards & SLA.
  -Control and monitor Marhaba revenue generated by team for cash customers.
  -Deploy the front-line staff to all service areas (Arrival, Departure, lounge and Sales) as planned at the start of the shift also keeping the Supervisor informed of any delays or possible shortfalls in manpower deployment in order to ensure that there is no shortfall in the service both in terms of coverage and quality.
  -Deploy the front-line staff to all service areas as planned at the start of the shift, also keeping the Supervisor informed of any delays or possible shortfalls in manpower deployment in order to ensure that there is no shortfall in the service both in terms of coverage and quality.
  -Report all service shortfalls and potential grievances to the supervisor, by monitoring service delivery, in order to ensure timely investigation and service recovery.
  -Manage the database (AGSS/ TSS) with information of the service provided and outstanding requests (delayed flights etc.) from the current shift in order to provide customers feedback on the service provided and coverage for delayed passengers.
  -Monitor staff performance and grooming standards through the feedback to the individual, supervisors and the performance review process in order to ensure the development of staff and that the service provided is of the required standard.
  -Follow day to day operations related to own job.
  -Ensure that safety briefings are conducted regularly while intervening when there is a risk exposure, role model safe behaviours and follows up on corrective actions.
  -Complies with all relevant safety, quality and environmental management policies, procedures and control to ensure a healthy and safe work environment.
  -Ensure safety of staff that they have the skills, knowledge and confidence to work safely by providing support, directions, being a role model for the desire safety behaviours and leading with safety.

Qualification

To be considered for the role, you must meet the below requirements

Qualifications & Experience:

-Experience in customer services at the airport / aviation field

-Awareness of the Marhaba product

-English Level 5

- IT and Computer Literacy

-Supervisory Skills

-Quality Orientation Skills

-Safety Awareness

At Emirates Group, we’re committed to providing our employees with opportunities to grow and develop their careers. If you’re looking for a challenging and rewarding opportunity, apply today and join our team!

Salary & Benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotel stays worldwide

Discover what it’s like to live and work in our fast-paced, cosmopolitan home city by visiting the Dubai Lifestyle section on our career’s website: www.emirates.com/careers.