Manager Special Services - London Heathrow

Country UNITED KINGDOM City London Heathrow Department Airport Operations Closing date 3 May 2013

Job Purpose Successful candidate will be responsible to direct and deliver the Special Services Product at London Heathrow in line with Etihad vision and values. Responsibilities Your responsibilities shall include but not limited to:  Participate in the design of the Special Services Product in line with the Inspired Service on the Ground strategy. Liaise with Airport Managers, Duty Managers, Guest Services Manager and Lounge Manager to ensure that the Special Services Product is in line with department driven service standards for the airport. Ensure that the Special Services Product is translated into reality and communicated to all relevant stake holders. Design and develop an implementation plan and conduct briefings/workshops to raise awareness of the airport and commercial Sales staff. Showcase the Special Services product and brand through familiarisation tours for corporate guests and the travel trade. Liaise with all internal and external customers, including but not limited to Government authorities, diplomats, UAE Embassy, to deliver a seamless VVIP and premium guest experience at all touch points ensuring excellent guest satisfaction and loyalty. Manage day to day contact with all key stakeholders at a local level to maintain a positive working relationship ensuring Etihad is afforded the best possible service standards. Represent the LHR Special Services product at the airport, Head Office and outside Etihad; participate in management meetings and networking events. Monitor the Special Services product and keep up to date with competitor performance and product in order to ensure Etihad remains competitive in the market place.  Improve on Etihad’s product visibility and implement appropriate measures to deliver consistently against all brand specifications in line with the Inspired Service on the Ground strategy. Conduct surveys to monitor Guest feedback on the product and translate it into constructive suggestions for the Inspired Services team to consider. Ensure compliance with all Etihad company policies and procedures. Establish and maintain a data base of premium guests’ service preferences and relevant information pertaining to the guest and communicate to all relevant stake holders. Manage and contribute to assessment and development of Special Services team performance at the airport and help take appropriate action when necessary in order to maintain a constructive work environment and an efficient working system. Requirements Successful completion of primary and secondary education in an accredited educational institute. 10+ years in a 5 star international hospitality venue in a management position and experienced in delivering innovation in product and service delivery Training & Knowledge: Excellent written and verbal communication skills High computer literacy Ability to deal with VVIPs including but not limited to Diplomats and Embassy Officials Excellent creative writing skills Strategic planning and project management skills Ability to train all levels of staff working within Etihad or external teams such as third party suppliers.

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