Manager Facilities Airport Lounges

Country UAE City Abu Dhabi Department Airport Operations Closing date 27 November 2012

Job Purpose To work alongside the Guest Experience team to ensure that each and every guest enjoys an inspirational experience on each visit to the Premium Lounges. This will be achieved by maintaining the Lounge Facilities at a 5 star level to achieve top class guest satisfaction This will involve leading, directing and advising multi-discipline teams in the Abu Dhabi Premium Lounges, as well as the international lounges in London, Frankfurt, Manchester, Dublin and Paris comprising of third party contracted hard and soft services resources, to maintain the Airport lounges at an exceptional standard in line with the company’s vision to be the world’s best airline Responsibilities Support the Guest Experience and Guest Services teams by providing a full Facilities Management solution of hard and soft services in the Abu Dhabi airport lounges of T1 & T3 Evaluate the Facilities support functions in each of the outstation lounges in Frankfurt, London, Dublin, Manchester and Paris and work alongside the Guest Services team and local operations teams to optimize the services to support the lounge operation. This will be achieved by either direct management of local contractors, or by providing advice and guidance to the local operations to manage the contractors already in place Lead and develop a team of local FM Managers (UK based and UAE based) to deliver customer-focused, responsive FM Support Services that are of the highest quality and professionalism Visit each lounge in the network on a periodic basis to build and maintain relationships and to stay on top of the contractors performance and the presentation of the lounge Support the business in the planning, designing and delivery of up to 6 additional premium lounges over the next 2 years, and contribute and work on the lounge steering/working groups for new and existing lounges Work closely with Visual Communications to ensure brand compliance Ensure contracted service requirements and service level agreements (SLA’s) are properly defined and key performance indicators (KPI’s) are established in order to deliver a five star level of presentation and cleanliness in each of the lounges Ensure that for each Airport lounge, either in Abu Dhabi or in outstations, the scope of work required to maintain each facility is understood and clarified with the service provider Establish procedures for PPM (planned preventive maintenance) and ensure implementation of schedules. Manage and report on the performance of the service providers in each location on a monthly basis to demonstrate budgetary control, value for money delivery, and including analysis and management of risks Constantly liaise with Airport Operations, Guest Experience and Guest Services to understand any possible gaps between their expectations and the agreed service to be provided, and fill such gaps by clarifying or adjusting the service provider’s scope, and therefore constantly managing such expectations Take on projects to maintain existing facilities including development and submission of comprehensive project plans and budget proposals Produce, evaluate and negotiate tenders with service providers using technical expertise to secure contracts and SLA’s to Etihad’s advantage Ensure site compliance for all Health and Safety legislation Preparation, monitoring and execution of agreed Facilities budgets against the forecast Develop Process and Procedures Manual for the efficient operation of each lounge Provide strategic leadership for the delivery of the Facilities Services into the current and proposed lounges to ensure the services are aligned with the company objectives Control all purchasing, ensuring competitive pricing, tenders, approvals and timely submission for settlement in line with sourcing processes and procedures Requirements Qualification & Education: Degree/Diploma level education in Facilities Management or related property management discipline is required with professional qualification Experience: Post holder must have at least 5 years Facilities Management experience, of which at least 3 years in a management or controlling role with background in contractor management in a high standard environment. Experience in high end (5 star) hotel industry with an emphasis on front of house service delivery is preferable Training & Knowledge: Excellent written and verbal English communication skills High computer literacy (MS applications) Project management skills NEBOSH or IOSH

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