Job Description – Hospitality Services Manager
Location: Airport – Syria
Department: Operations / Customer Experience
Reports to: Airport Operations Manager
Position Overview
The Hospitality Services Manager is responsible for overseeing all hospitality and passenger service operations within the airport. This role ensures a high standard of customer experience, efficient service delivery, and adherence to airport policies and international aviation standards. The manager leads teams across lounges, passenger assistance, VIP services, and hospitality support functions.
Key Responsibilities
1. Operational Management
- Oversee day‑to‑day hospitality and passenger service operations across the airport.
- Ensure smooth functioning of lounges, meet & assist services, VIP protocols, and hospitality desks.
- Monitor service quality, staff performance, and passenger satisfaction levels.
- Coordinate with airport operations, security, airlines, and government authorities to support seamless passenger flow.
2. Team Leadership
- Lead, train, and motivate hospitality staff, supervisors, and frontline teams.
- Prepare duty rosters, manage shift schedules, and ensure adequate manpower coverage.
- Conduct performance evaluations and provide coaching for continuous improvement.
3. Customer Experience
- Ensure world-class service delivery to all passengers, including VIPs, CIP, disabled passengers (PRM), and transit travelers.
- Resolve escalated passenger complaints professionally and efficiently.
- Monitor and maintain service standards aligned with airport policies and international guidelines (IATA/ICAO).
4. Quality & Compliance
- Ensure compliance with airport regulations, safety protocols, and hospitality standards.
- Conduct regular inspections of lounges, hospitality areas, and equipment.
- Implement SOPs and ensure continuous improvement in service quality.
5. Coordination & Reporting
- Collaborate with airlines, handling agents, security, cleaning, and facility management teams.
- Prepare operational reports, KPI dashboards, incident reports, and improvement plans.
- Manage inventory, procurement requests, and maintenance needs for hospitality areas.