Cluster Guest Service Manager

Company Overview:

Join Jetex, an award-winning global leader in executive aviation with a unique ecosystem of more than 35 locations around the world whose success always springs from the engagement and talent of teams who create flexible, best-in-class trip support solutions. The company provides exceptional private terminals (FBOs), aircraft fueling, ground handling and global trip planning. It caters to both owners and operators of business jets for corporate, commercial, and personal air travel. With professions that span our entire value chain from trip planning, to indulging passengers with exceptional hospitality. Jetex offers a vast range of career opportunities around the world. Committed to being an employer of choice, Jetex encourages employees to pursue their aspirations thanks to concrete development and learning opportunities, including personalized career itineraries, contribution to entrepreneurial projects and other initiatives.

Department Overview:
DWC Hospitality provides premium hospitality services, including event management, luxury catering, and VIP customer service. The department curates bespoke experiences tailored to the individual needs of each client, contributing to the world-class standards of Jetex operations.

Job Purpose:
The Guest Service Manager is responsible for the overall management, strategic planning, and operational performance of the Bell Attendant cum Chauffeur team. The role ensures the delivery of exceptional, timely, and seamless ground transportation and bell desk services aligned with Jetex's standards of excellence. This position drives service innovation, team development, interdepartmental collaboration, and continuous improvement to enhance the guest's satisfaction.

Key Responsibilities:

Leadership & Strategy
* Lead and manage the Chauffeur & Belldesk function across the FBO, setting clear performance expectations and aligning team objectives with departmental goals.
* Develop and implement service strategies to elevate guest experiences and optimize operational efficiency.
* Monitor and assess team performance through KPIs, coaching, and feedback mechanisms.
* Lead and manage both Dubai and Abu Dhabi FBO.

Operational Management
* Oversee the day-to-day operations of the Chauffeur and Belldesk team, ensuring timely and professional service delivery.
* Ensure compliance with safety regulations, company SOPs, and service excellence standards.
* Manage logistics for guest transfers and luggage coordination with a focus on punctuality and presentation.

Team Development
* Recruit, train, and mentor team members to build a high-performing, service-oriented workforce.
* Design and implement training programs to enhance technical skills, customer service, and operational readiness.
* Foster a culture of accountability, collaboration, and continuous improvement.

Guest Experience & Service Excellence
* Ensure a proactive and empathetic approach to resolving guest concerns or escalations, maintaining high satisfaction levels.
* Collaborate closely with key departments (e.g., Concierge, Operations) to ensure seamless guest journeys.
* Uphold Jetex's luxury hospitality standards at every touchpoint, from arrival to departur

Compliance & Reporting
* Maintain accurate operational and compliance records in line with internal audit standards.
* Enforce health, safety, and quality assurance standards in all service delivery activities.
* Report regularly to senior management on team performance, incidents, and improvement initiatives

Job Requirement: