Job Description

In line with the Air France Quality Standards, provides an excellent customer service to the company's high valued customers to ensure optimal customer satisfaction and to develop further the loyalty of top clients.



He/she liaises with the client airlines and the Lounge operator, to ensure any corrective actions and manages the future developments expected, such as extending the clientele base or improve the services provided, in a competitive environment.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES:

Customer Experience

In line with company guidelines, supervises team activities of the Lounge operator and carries out necessary checks to ensure optimal running of the Lounge delivering the best customer experience:



o Manages the Lounge Operator/Lounge operations representing Air France towards Lounge guests liaising with the LHR station management team to ensure seamless customer experience.



o Provides coaching, guidance and training to the Lounge Operator Team.



o Ensures that any updates regarding the Lounge are shared with customer airlines and Air France customer experience departments.



o Creates, updates, communicates and files Company policies and Lounge procedures to ensure high standards.



o Proactively acts or feeds back upon customers' complaints and audits.



o Maintains the Air France branding guidelines in and around the Lounge and ensures that all customers experience KPI's are met.



o Ensures compliance with health and safety regulations, as well as airport policies and procedures.

Budget

In concert with the Finance Department defines the budget of the Lounge as well as the follow up thereof contributing to the rolling forecast and realization of the targets agreed upon. Ensuring the Lounge develops as a profitable operation.


o Monitors the activity of the Lounge (e.g. passenger figures and expenses) using the tools provided to assess the efficiency of the Lounge operation.



o Monitors the Lounge Operator expenses to ensure that service is delivered according to the specifications, timeline and prices agreed.


o Assesses the need for repairs meant to upgrade the Lounge facilities or to replace damaged items.



o Works with the Lounge operator management to ensure their autonomy in running the Lounge operation.



o Orchestrates the tendering process for the operator in concert with Purchasing identifying potential suppliers (when applicable).

Contract management

Builds and maintains the relationships with customer airlines and manages the contracts of these airlines:



o Acts as the first point of contact for all contracted airlines.



o Follows all airline contracts, anticipating any contract renewal and follow a client portfolio of airlines to secure a level of 3rd party business.



o Facilitate customer airlines audits and own the follow up of any finding.

New commercial developments

o Develops a proactive approach to deliver and enhance Lounge services for high valued customers (e.g. La Premiere, Platinum for Life)



o Investigate all other partnerships that could be beneficial for the Lounge and enhance its image and exposure within the airport.



o Stays up to date with industry trends and innovations to ensure the Lounge remains competitive and attractive to customers.



o Proposes ways to promote the Lounge and its facilities.



o Manages projects relating to the Lounge as well the customer experience in general.

Functional Knowledge:

Thorough knowledge of hospitality and airport processes

Software Knowledge:

Bienvenue, Basware, Office 365

Breadth or Level of experience:

Experience in hospitality and/or customer experience within the aviation industry. Budget control.

Key Competencies (Max 3 - 4)

Customer Focus

Initiative

Building and maintaining relationships

Analytical skills

Company Benefits:

Competitive Salary and London Weighting. Generous leave allowance (23 Days) Generous company sick pay Medical cash plan Travel Insurance Contributory Stakeholder Pension Flight Concessions (after qualifying period) * Salary sacrifice car scheme