Senior Coordinator - Business Team

MAIN OBJECTIVE OF ROLE

To manage Business Class at all touch points at airports, alongside VIP, Commercial Important Person (CIP) handling and to organize Mobility as a service (MAAS) for top tier Frequent Traveler (FQTV) passengers.

KEY RESPONSIBILITIES

• Monitors and supports the business class product ensuring that passengers are provided with highest levels of service dictated by flydubai.
• Provides a welcome service to our business passengers at check-in, and other customer service touchpoints, assisting in smoothing the customer journey through the airport.
• Plans day-to-day operations, receives and prepares handover and ensure adequate resources are allocated at all touch points.
• Assists the team to achieve the department KPI’s by monitoring Boarding completion, counter closure time, and meals Top up.
• Reports any operational, IT, and service failure in a precise and informative manner along with feasible solutions to constantly develop the product.
• Safeguards flydubai assets and interests by adhering to company Safety and Security Policies.
• Promotes ancillary sales both individually and on the team level.
• Reports and follows up on day-to-day operations related to business class passenger's handling at all airport’s touch points.
• Delivers front-of-house services in the flydubai business lounge, assisting customer with problem resolution, re-routing during disruptions, overseeing services provided by third-party suppliers in the lounge and checking in passengers as required.
• Assists in resolving and escalating customer feedback and complaints.
• Assists in managing downgrades, denied boarding, handling refund requests, and ancillary issues for business class passengers.
• Handles the arrivals, departures, and transfers of Business class passengers at Dubai Airports.
• Assists in performing Check-in and Boarding transactions for Business class passengers.
• Ensures Operations are in accordance with flydubai Safety and Security Standards to achieve the department's OTP and revenue Targets.

Qualifications

QUALIFICATIONS REQUIRED

Minimum Education Level

·Associate Degree (2 years)

Education Specific Requirement (if applicable)

·Preferred diploma in Hospitality

Certifications (if applicable)

·NA

Licenses (if applicable)

·NA

Languages

·Fluent in English & Arabic/Russian

EXPERIENCE REQUIRED

Years with Qualifications

·4

Years without Qualifications (if applicable)

·NA

Professional Experience

·Minimum 5 years’ experience working in the Hospitality Industry

Systems Knowledge (if applicable)

·Departure Control System (DCS), Sales Force, Microsoft Office

CORE COMPETENCIES

·Customer Focus

·Teamwork

·Effective Communication

·Personal Accountability & Commitment to achieve

·Resilience and Flexibility (Can do attitude)

ISR REQUIREMENTS

Reads and complies with the ISR policies of the Company and diligently reports any weakness or incidents to the respective Line Manager or the Information Security team. Completes all required ISR awareness sessions and follows associated guidelines in the day-to-day business operations.