| Job Purpose | Lead, direct and advise multi-disciplinary teams in airport Lounges across the Etihad network – Abu Dhabi and internationally - comprising of third party contracted hard and soft services resources, to maintain the Airport lounges and Outstation Sales and Airport offices at an exceptional standard in line with the company’s vision to be the world’s best airline. Provide FM expertise at the planning, design and production stages for new lounges and partner effectively with key internal and external stakeholders to ensure ongoing flawless service delivery and standards for existing lounges.
Currently there are 6 Etihad airport lounges internationally (Frankfurt, London, Dublin, Manchester, Paris, Washington) and a further 2 planned for 2013 (New York, Sydney) as well as the flagship lounges in the Abu Dhabi airport (currently 2 with an additional 3 planned). The role therefore involves considerable international travel and requires the ability to work autonomously and flexibly. |
| Responsibilities |
- Establish standards, processes and procedures for the provision of a full Facilities Management solution of hard and soft services in Etihad airport lounges, offices and Sales offices, ensuring full compliance with the Etihad brand principles and contributing directly to an inspired guest experience. This includes all cleaning (incl regular deep cleaning), MEP equipment maintenance, hard and soft furnishings cleaning, maintenance and replacement, kitchen equipment maintenance to HSE standards, Fire system maintenance
- Apply industry and Etihad best practice in the engagement (including tendering) and ongoing management of third party contractors to deliver FM services to the lounges and offices, supported by a robust suite of service level agreements (SLAs) and key performance indicators (KPIs). This will be achieved through well defined scope, and clear value for money contracts as well as adherence to relevant legislation including Health & Safety
- Partner effectively with internal stakeholders including Guest Experience, Guest Services and Airport Operations to identify and deliver on Lounge FM improvement programs and initiatives, building support for business cases and/or changes to service delivery as required as well overseeing project delivery
- Design and maintain an effective set of management reports and audit tools for third party service providers to ensure robust value for money delivery, budgetary control and proactive identification and management of risks and quality control. Conduct regular site-visits to build and maintain relationships at all levels of customer service and contractors as well as ensuring an effective schedule of PPM (Planned preventive maintenance)
- Lead the contribution of FM expertise in the planning, design and delivery of future premium lounges and A grade offices as an active member of the Lounge Steering Group. Ensure effective take-on of FM responsibility for new lounges including engagement of third party contracts as required
- As the flagship lounges of the airline, ensure current and planned FM operations for the Abu Dhabi premium lounges are best-in-class for the first and business class lounges in both T1 and T3 and the new bus gate lounge planned for 2013. This includes relaxation areas, business centres, fine dining with a full cooking kitchen, six senses spas with treatment rooms and shower rooms, children’s rooms, snooze rooms, premium check-in facilities. Due to the high standard of delivery expected with the bespoke finishes in place, sourcing of, engagement with and management of specialist contractors will be required to ensure that the boutique appearance is delivered
- 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. Coach, train and challenge Airport Managers on the day-to-day supervision and performance of third party contractors
- Prepare, monitor and execute the agreed Facilities budgets against the forecast
- Provide strategic leadership for the delivery of the Facilities Services into the current and proposed lounges and offices to ensure the services are aligned with the company objectives. This involves ensuring that the Target Operating Model is defined and understood, Standard Operating Procedures are in place to deliver and that the correct sourcing strategy for service provision is followed
- Control all purchasing, ensuring competitive pricing, tenders, approvals and timely submission for settlement in line with sourcing processes and procedures
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| Requirements | Qualification & Education:
Minimum Degree level education in Facilities Management, Engineering or related property management discipline is required. Further qualifications such as a Masters or Postgraduate Diploma in Facilities Management, BICSc qualifications and membership of professional institutions such as BIFM is an advantage.
Experience:
Post holder must have at least 10 years Facilities Management experience, of which at least 7 years in a management or controlling role with background in contractor management in a high standard environment. Experience in high end (5 star) boutique 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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