Urwah Admin

Gulf Air

MAIN OBJECTIVES
 
To control lounge operation in Dubai and to ensure exceptional standards of customer services to all VVIP, VIP, and CIP traveling on Gulf Air.
 
MAIN DUTIES
 
1. Ensure all passengers are met upon arrival and departure and accorded the proper amenities, (luggage handling, immigration formalities, transportation arrangements, hotel accommodation and special requests).
 
2. Liaise and communicate closely with Catering teams, Cargo, Airport Managers, Area Managers and Public Relations Officers of each station in relation to onboard VIP's.
 
3. Assist Lounge Supervisor in liaising with management and to select and negotiate for supply of catering, magazines, newspapers and other amenities appropriate for Gulf Air passengers using VIP lounges, considering such criteria as routing languages, nationality of passenger.
 
4. Assist Lounge Supervisor in replying, follow up, and implementing improvement strategies in relation to Cabin Crew Reports, Customer Relations Department, and any passenger complaints received.
 
5. Assist Lounge Supervisor in establishing and utilizing a professional working relationship in the areas of communication and public relations with all Gulf Air Traffic/Sales, Reservations Department, Handling Agent staff, CAA Authority, and in order to ensure smooth handling of all passengers.
 
Experience
 Minimum 3 years of relevant experience.Qualifications
 
Good command of English language both written & spoken, equivalent to National Diploma level.
 
Computer literacy - DCS and Falcon System.

STEWARDESS-GROUND - DUBAI

<div>MAIN OBJECTIVE 
The jobholder will be a software developer specializing in digital process re-engineering, workflow management, and artificial intelligence implementation within the Digital Innovation &amp; Process Management division. The Senior Analyst shall analyze business requirements, design digital solutions, and develop applications that eliminate manual processes and enhance operational efficiency across Gulf Air Group companies.
The jobholder will work directly with business stakeholders to understand current workflows, translate business requirements into technical solutions, and implement automated digital processes using various development platforms and modern technologies.
MAIN DUTIES<ul><li> 
Analyze existing business processes across Gulf Air Group companies to identify inefficiencies, manual workflows, and automation opportunities.</li><li>Conduct stakeholder interviews and requirements gathering sessions to understand business needs and translate them into technical specifications.</li><li>Design and implement workflow management solutions and automated processes to eliminate manual steps and improve operational efficiency.</li><li>Develop artificial intelligence and machine learning solutions using established frameworks based on provided specifications and business requirements.</li><li>Create business applications and digital solutions using various development platforms and programming languages as assigned.</li><li>Build APIs and system integrations to ensure seamless data flow between various applications and enterprise systems.</li><li>Collaborate with various IT teams and business units to ensure proper integration and deployment of developed solutions.</li><li>Conduct testing, debugging, and quality assurance activities to ensure solution reliability and performance.</li><li>Create technical documentation, user guides, and process documentation for implemented solutions.</li><li>Provide user support and training to facilitate adoption of new digital processes and systems.</li><li>Learn and apply new technologies, programming languages, and development frameworks as required for specific projects.</li><li>Support change management activities and facilitate transition from manual to digital processes.</li><li>Monitor deployed solutions and implement enhancements based on user feedback and changing business requirements.</li><li>Troubleshoot technical issues and coordinate with relevant teams for complex problem resolution.</li><li>Participate in process improvement initiatives and contribute to digital transformation strategy discussions.</li><li>Maintain and enhance existing applications and enterprise systems as assigned.</li><li>Perform other duties as assigned by management within the scope of digital innovation and process management initiatives.</li></ul>
Education &amp; Experience 
Education: University Graduate in Computer Science or IT related subject or qualification.
Experience: Minimum of 1 year of experience in Programming and Software Development.
A master's degree in computer science or related field is preferred and may be substituted for one (1) year of programming experience.</div>

SENIOR ANALYST - DIGITAL INNOVATION & PROCESS MANAGEMENT

<div>MAIN DUTIES AND RESPONSIBILITIES:<ul><li> 
Handle customer interactions across multiple channels&mdash;calls, chats, Whatsapp, emails, and social media&mdash;related to holiday packages, including travel advisory, inquiries, bookings, amendments, cancellations, and general support requests.</li><li>
Provide accurate and comprehensive information on destinations, packages, pricing, offers, and policies to assist customers in making informed booking decisions.</li><li>
Convert sales inquiries into confirmed bookings, contributing to revenue targets through effective upselling and cross-selling of relevant services.</li><li>
Manage post-booking changes such as date modifications, special requests, refunds, and travel documentation updates, ensuring all actions are accurate and in compliance to the policy.</li><li>
Revalidate and/or reissue e-tickets for existing bookings, apply ticketing regulations, calculate change fees/penalties accurately, collect and process payment with courtesy in a timely and efficient manner. Amend existing bookings and itineraries as required, calculate change fees and penalties accurately, collect and process payment with courtesy in a timely and efficient manner.</li><li>
Handle other airline tickets exchange requirements, in case of schedule change.</li><li>
Help in resolving last-minute issues as per the request of airports and local offices.</li><li>
Notify passengers with courtesy phone calls or emails to advise them of schedule change, flight delay, flight cancellation, flight downgrading, flight overbooking, equipment change and seat re-protection. Update bookings with remarks appropriately after providing customers with suitable alternatives and rebook them with onward connection in a timely and efficient manner.</li><li>
Ensure all email communications received are responded with appropriate solutions in a timely manner.</li><li>
Call back customers if call is dropped or customer didn't manage to get through.</li><li>
Properly handle upset customers with patience while aiming to provide the best image of the brand and its customer obsession.</li><li>
Communicate with concerned department within HDQ or other GF networks if required as a part of providing solutions.</li><li>
Provide feedback to supervisors related to system issues or improvement purposes by reporting any error faced in the systems.</li><li>
Ensure all the queues to issue/reissue/refund/schedule change and revalidation handled on timely and efficient manner.</li><li>
Address customer complaints and escalations with empathy and professionalism, collaborating with the manager and internal teams to ensure prompt and effective resolution.</li><li>
Cross sell and up sell all products and services offered by Gulf Air Holidays.</li><li>
Maintain accurate and up-to-date records in CRM platforms in accordance with internal protocols and SLAs.</li><li>
Collaborate with internal departments and external partners (travel agents, hotels, ground handlers) to resolve issues and deliver seamless customer experience.</li><li>
Gather and relay customer feedback to the Customer Support Manager, helping to identify areas for improvement in service and offerings.</li><li>
Stay informed on the latest holiday products, policies, promotions, and system changes to deliver consistent and updated information to customers.</li><li>
Ensure strict compliance with SLAs, refund policies, safety standards, and relevant travel regulations.</li><li>
Participate in service recovery efforts, team meetings, training sessions, and process improvement initiatives led by the Customer Support Manager.</li><li>
Participate in regular team briefings and knowledge-sharing sessions to stay informed about current campaigns, procedures, and updates.</li><li>
Ensure adherence to company policies, grooming standards, and professional conduct when dealing with customers and colleagues.</li><li>
Assist the operations &amp; fulfillment team, product development team, sales team with any special tasks/projects such as issuing booking and communication with suppliers, product loading, sales activation events, and others.</li><li>
Carry out any other tasks allocated by management.</li></ul>
EDUCATION AND OTHER QUALIFICATION REQUIREMENTS:<ul><li> 
Preferably a bachelor's degree in the field of marketing, hospitality, commerce or accounting.</li><li>
Minimum a diploma in any of the relevant fields. IATA Certification in Ticketing is desirable.</li></ul>
SKILLS AND COMPETENCIES REQUIREMENTS:<ul><li> 
Proficient in Microsoft Office applications, including Excel, Word, PowerPoint, Outlook, Teams, and SharePoint in addition to software applications like Salesforce, Sabre, tour operator,&hellip;etc.</li><li>
Exceptional productivity and accuracy, problem solving, negotiation, sales, and proficient in achieving a significant amount of work at a high standard under pressure. Excellent communication and interpersonal skills, effective in emails, face-to-face interactions, and telephone conversations. (Proficiency in English and Arabic, both written and spoken is highly desirable.)</li><li>
Excellent interpersonal, telephone and customer service skills. Ability to work in a busy sales team environment. PC knowledge to operate Windows packages such as Microsoft Word/Excel/Email etc.</li></ul></div>

OFFICER CUSTOMER SERVICE (GULF AIR HOLIDAYS)

<div>MAIN DUTIES AND RESPONSIBILITIES:<ul><li> 
Handling booking Changes with Suppliers.</li><li>
Executing and issuing travel documents for groups, personalized itineraries, etc.</li><li>
Handling Disruptions (Large scale).</li><li>
Getting all offline vouchers &amp; tickets and others from suppliers.</li><li>
Handling all refunds &amp; compensations (3rd Party related).</li><li>
Handling Visa Processing.</li><li>
Preparing periodic reports (weekly, monthly) to be shared with the product development team to enhance service level &amp; improve suppliers quality of delivery.</li><li>
Handle B2B and agent requests.</li><li>
Handling all offline requests &amp; dealing with suppliers to get the best possible rates &amp; adding margins accordingly.</li><li>
Collaborate closely with the sales team to ensure the smooth execution of group travel plans.</li><li>
Interact with vendors to gather detailed information regarding group travel schedules and related pricing structures.</li><li>
Build and sustain vendor relationships while successfully negotiating favorable terms and pricing for group bookings.</li><li>
Direct and manage daily operational activities, ensuring the effective delivery of travel services, compliance with company standards, and adherence to industry regulations.</li><li>
Tackle and resolve operational challenges, discrepancies, and issues promptly and effectively. Employ analytical and problem-solving skills to address complex situations.</li><li>
Gather and evaluate operational data, performance metrics, and key indicators to extract insights that inform decision-making.</li><li>
Contribute to data-driven strategies aimed at improving operational performance.</li><li>
Monitor package fulfillment and logistics to ensure orderly and efficient service delivery to individual, corporate, and charter customers.</li><li>
Play a crucial role in providing outstanding customer experiences by ensuring impeccable operational execution, timely service delivery, and effective communication with clients. -</li><li>
Remain informed about industry trends, emerging technologies, and operational best practices. Implement innovative strategies to enhance operational processes and maintain a competitive advantage.</li><li>
Prepare regular reports detailing operational performance, challenges, and opportunities. Keep accurate records and documentation to support operational decision-making.</li><li>
Carry out any other tasks assigned by management.</li></ul>
EDUCATION AND OTHER QUALIFICATION REQUIREMENTS:<ul><li> 
Preferably a bachelor's degree in the field of marketing, hospitality, commerce or accounting</li><li>
Minimum a diploma in any of the relevant fields.</li></ul>
SKILLS AND COMPETENCIES REQUIREMENTS:<ul><li> 
Proficient in Microsoft Office applications, including Excel, Word, PowerPoint, Outlook, Teams, and SharePoint.</li><li>
Exceptional productivity and accuracy, proficient in achieving a significant amount of work at a high standard under pressure. Excellent communication and interpersonal skills, effective in emails, face-to-face interactions, and telephone conversations (Proficiency in English and Arabic, both written and spoken is highly desirable.)</li><li>
Highly developed problem-solving abilities, negotiation, sales, demonstrating initiative and confidence. Capable of working independently while managing multiple complex tasks concurrently.</li></ul>
KEY PERFORMANCE INDICATORS:<ul><li> 
Ensure high conversion of customer booking requests.</li><li>
Ensure accuracy of booking arrangements in order to meet and exceed customer expectations.</li><li>
Ensure all operational processes are executed and delivered on time and to a high on-time performance, ensuring minimal disruption to customer touchpoints.</li><li>
Ensure on-time booking and confirmation of packages.</li></ul></div>

OFFICER OPERATION & FULFILLMENT (GULF AIR HOLIDAYS)

<div>JOB PURPOSE<ul><li> 
Foster an inclusive atmosphere for all guests, ensuring they feel welcome and appreciated during their visit to the lounge.</li><li>
Remain open to guest feedback and requests to enhance their experience.</li><li>
Deliver high standards of chair-side service in the Central Room and Cocktail Lounge.</li><li>
Oversee day-to-day operations in the Reception Area and other assigned rooms.</li></ul>
KEY ACCOUNTABILITIES: 
Ensures a warm, welcoming experience<ul><li>Greets and warmly receives all arriving guests at reception</li><li>Monitors the entrance area to ensure a spotless, picture perfect environment</li><li>Introduces lounge facilities for first time guests</li><li>Personally, escorts guests, wishing to enjoy the cocktail lounge, to the Central room</li><li>Connects with and gives recognition to all guests, &quot;make them feel special&quot;.</li><li>Engages with warmth and openness with guests - stays fully present</li><li>Ensures all departing guests receive a personal farewell</li><li>Maintains the electronic reader devices and iPad connectivity</li><li>Performs lounge check-in transactions of invited and paying guests</li><li>Assist guests solving travel issues, e.g. coordinating with the concierge or an airline representative for flight rescheduling</li><li>Notes special requests, or requirements communicated by the call center/check-in counter</li><li>Stocks media display wall with magazines, international and local newspapers</li><li>Manages the uploading of press readers</li><li>Coordinate with porter to store guest luggage</li><li>Assist with tagging luggage/ communicating with guests</li><li>Ensure prompt retrieval of luggage on departure from the lounge</li></ul>
Deliver high standards of service in the Central
Room/cocktail lounge<ul><li>Approach and receive all guests warmly as soon as they enter the Central Room</li><li>Assists guests with hand luggage</li><li>Places small stool for hand bags, brief cases by chair side</li><li>Connects and give recognition to all guests, &quot;makes them feel special&quot;</li><li>Help guests decide where to sit and escort guests to seats</li><li>Encourages guests to choose a beverage, offers newspaper, automatically places hot towel on table top</li><li>Coordinates menu orders, canapes for side serve, with the kitchen, bars and coffee stations</li><li>Helps guests to choose wines and cocktails from the beverage menu</li><li>Gracefully serves beverages and canapes/pastries to guests, chairside</li><li>Offers beverage replenishment to guests before clearing in glasses/cups</li><li>Resets seats and tables</li><li>Clears tables and chair sides</li><li>Provides full chair-side service for guests</li><li>Promotes the cocktail hour and afternoon tea service</li><li>Walks around in assigned area regularly to check guest's comfort</li><li>Ensures all departing guests receive a personal farewell</li></ul>
Manages day-to-day operations in the Reception Area and allocated Rooms<ul><li>Circulates to ensure immaculate presentation of the Reception Area and Central Room</li><li>Prepares and set up workstations professionally</li><li>Ensures stewarding uplift and refresh clear in station at appropriate intervals</li><li>Maintains/updates knowledge of all beverages and canape/pastry items, menus</li><li>Rotates to deliver services in the Reception Area and Central Room as assigned</li><li>Keep service on-track and up to standards</li></ul>
QUALIFICATIONS &amp; EXPERIENCE 
Minimum Qualification: High School Diploma or Relevant certifications in hospitality or customer service
Minimum Experience: 2 years minimum work experience within a luxury hotel or high-end restaurant/club/lounge
Flight attendant for an international airline for at least two years</div>

LOUNGE AMBASSADOR

<div>MAIN DUTIES AND RESPONSIBILITIES:<ul><li> 
Manage VPs' daily calendar and schedule, duly handling all requests and demands from both internal and external stakeholders, while maintaining administrative and strategic priorities of the department.</li><li>
Assist the extended staff and teams in the VPs' and directors' departments, including destination development, sales and marketing, and customer service and operations, with any work or tasks required.</li><li>
Assist the VPs in documentation and execution of weekly and daily action plans including meeting requests, reminders and follow-ups and co-ordination across internal and external stakeholders of the department.</li><li>
Assist in documentation of key takeaways for stakeholder meetings attended with the VPs.</li><li>
Handle the incoming and outgoing correspondence and documents of the Management's office in strict confidential manner.</li><li>
Prepare all correspondence and documentation for signatures of the VPs' in accordance with house style and within specific time limits.</li><li>
Delegate and follow up activities to ensure matters that do not need the VP's attention are actioned.</li><li>
Receive guests at the VPs' office to represent a good image and maintain relations.</li><li>
Monitor and organize stationery for the VPs' office to ensure adequate supplies are always available.</li><li>
Monitor and organize the conference rooms schedule.</li><li>
Act as a coordinator for the respective department in various daily tasks including new joiner induction process, airport gate passes process, stationery requirements, visitors' requirements, duty travels and any other administrative matters.</li><li>
Coordinate travel arrangements, including flight reservations, hotel bookings including any ground transportation and meeting schedules in the visiting geography.</li><li>
Maintain and monitor a list of action items as instructed by the VPs aligned to key priorities and objectives on a weekly, fortnightly and monthly basis.</li><li>
Maintain a list of key internal and external stakeholders as per guidance from the VPs.</li><li>
Promptly answer calls, messages, and requests after screening them and responding as needed as guidance from the VPs and strategic priorities of the department.</li><li>
Update and distribute a variety of intricate papers (such as reports, contracts, policies, and other organizational documents) with discretion and in line with confidentiality guidelines.</li><li>
Collect intra-departmental management report based on the periodicity defined for such reports and keep them ready in a printable or digital format as per the preference of the VPs.</li><li>
Provide administrative assistance for executive meetings, committee meetings as well as personnel meetings to aid in smooth management and execution of the department.</li><li>
Carry out any other tasks and responsibilities defined by the VPs and management.</li></ul>
EDUCATION AND OTHER QUALIFICATION &amp; WORK EXPERIENCE REQUIREMENTS:<ul><li> 
Bachelor's degree in business administration, marketing, commerce, or project management.</li><li>
Minimum 3+ years of experience in previous roles in managing administrative and executive tasks.</li></ul>
SKILLS AND COMPETENCIES REQUIREMENTS:<ul><li> 
Proficiency in ERP software, knowledge of graphics, video conferencing software, web page creation and editing software, word processing software, HR software, and procurement software is desirable, not mandatory.Expertise in Microsoft Office, Excel, and PowerPoint tools are a must.</li><li>
Strong verbal and written communication, time management, and project management.Proficiency in both Arabic and English language is a must.</li><li>
Expertise in time management, minute taking and prioritization of tasks while being able to be multitasking and be detail oriented.</li></ul></div>

EXECUTIVE ASSISTANT (GULF AIR HOLIDAYS)

<div>MAIN DUTIES AND RESPONSIBILITIES:<ul><li> 
Responsible for day-to-day operations and ensuring smooth coordination amongst all teams: booking, reservation, and support.</li><li>
Handling booking Changes with Suppliers.</li><li>
Executing and issuing travel documents for groups, personalized itineraries, etc.</li><li>
Handling Disruptions (Large scale).</li><li>
Getting all offline vouchers &amp; tickets and others from suppliers.</li><li>
Handling all refunds &amp; compensations (3rd Party related).</li><li>
Handling Visa Processing.</li><li>
Preparing periodic reports (weekly, monthly) to be shared with the product development team to enhance service level &amp; improve suppliers quality of delivery.</li><li>
Handle B2B and agent requests.</li><li>
Handling all offline requests &amp; dealing with suppliers to get the best possible rates &amp; adding margins accordingly.</li><li>
Actively seek opportunities to enhance existing practices, working in collaboration with the global Travel Operations team to ensure that systems, processes, and procedures are functioning effectively and are aligned worldwide.</li><li>
Recognize and address capacity issues by actively overseeing and managing workloads to ensure timely delivery, especially during peak departure periods.</li><li>
Collaborate closely with the sales team to ensure the smooth execution of group travel plans.</li><li>
Lead and/or assist in the design and execution of projects on an ad-hoc or annual basis, such as the system improvement project and the annual room allocation for group tours.</li><li>
Interact with vendors to gather detailed information regarding group travel schedules and related pricing structures.</li><li>
Build and sustain vendor relationships while successfully negotiating favorable terms and pricing for group bookings.</li><li>
Ensure that processes are in place to minimize operational costs while maintaining high levels of customer service and execution of packages.</li><li>
Direct and manage daily operational activities, ensuring the effective delivery of travel services, compliance with company standards, and adherence to industry regulations.</li><li>
Tackle and resolve operational challenges, discrepancies, and issues promptly and effectively. Employ analytical and problem-solving skills to address complex situations.</li><li>
Gather and evaluate operational data, performance metrics, and key indicators to extract insights that inform decision-making.</li><li>
Contribute to data-driven strategies aimed at improving operational performance.</li><li>
Monitor package fulfillment and logistics to ensure orderly and efficient service delivery to individual, corporate, and charter customers.</li><li>
Play a crucial role in providing outstanding customer experiences by ensuring impeccable operational execution, timely service delivery, and effective communication with clients. -</li><li>
Remain informed about industry trends, emerging technologies, and operational best practices. Implement innovative strategies to enhance operational processes and maintain a competitive advantage.</li><li>
Prepare regular reports detailing operational performance, challenges, and opportunities. Keep accurate records and documentation to support operational decision-making.</li><li>
Carry out any other tasks assigned by management.</li></ul>
WORK EXPERIENCE &amp; EDUCATION REQUIREMENTS<ul><li> 
At least 3 to 4 years working in leisure or corporate travel management environment, process, and operations management (travel management company, large organization with significant travel volume). A good volume of relationships and network of contacts with suppliers across various markets.</li><li>
Preferably a bachelor's degree in the field of marketing, hospitality, commerce or accounting.</li><li>
Minimum a diploma in any of the relevant fields. IATA Certification in Ticketing is desirable.</li></ul>
SKILLS AND COMPETENCIES REQUIREMENTS:<ul><li> 
Advanced proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, Outlook, Teams, and SharePoint.</li><li>
Exceptional productivity and accuracy, proficient in achieving a significant amount of work at a high standard under pressure. Excellent communication and interpersonal skills, effective in emails, face-to-face interactions, negotiation, sales, and telephone conversations. (Proficiency in English and Arabic, both written and spoken is highly desirable.)</li><li>
Highly developed problem-solving abilities, demonstrating initiative and confidence. Capable of working independently while managing multiple complex tasks concurrently.</li></ul></div>

CONTROLLER OPERATIONS & FULFILLMENT (GULF AIR HOLIDAYS)

Join Gulf Air and explore 12   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.