Regional Guest Experience Senior Manager

Job Summary:

Responsible for managing the daily operations of the unit concerning guest experience for all In-Flight Catering (IFC) clients. This includes overseeing and enhancing the quality of service provided to guests, addressing and resolving any complaints efficiently, and ensuring a high standard of customer satisfaction is maintained.

Job Description:

• Responsible for leading and overseeing the development and execution of strategies to enhance the overall guest experience across all regions (JED/RUH/DMM/MED).
• Ensure a high level of customer satisfaction by delivering consistent, high-quality service and addressing customer needs effectively.
• Plan, schedule and conduct visits to customers.
• Provide flight related information to services department.
• Provide Catering order, manuals, policies, packing and loading plans and equipment requirements.
• Conduct food testing and presentations.
• Manage and coordinate customer visits and audits, ensuring a seamless and professional experience.
• Participate in budget preparation.
• Provide sales input to marketing department to prepare business plan and budget write-up.
• Assist the preparation of sales good items forecast through operation cell.
• Ensure all activities related to Hajj operation are well coordinated to the concerned for smooth operations.
• Provide information on customers’ operational pattern that will aid in the preparation of the monthly forecast on flights, meals, and turnover.
• Updates the pre-flight risk analysis.
• Provide justification for significant deviations between actual result and budget for forecast figures.
• Ensures that catering order and related documents are distributed to all concerned ahead of time.
• Ensures that customer inspections and hygiene audits are conducted well within in the Standards and results are reviewed with necessary actions.
• Ensure to maintain standard costing and pricing of individual product and review as required.
• Prepares monthly and year-to-date statistics for Customers.
• Identifies opportunities for improvement and makes constructive suggestions for change.
• Establishes standard policy for strict adherence.
• Participate with the Sales Director for required periodic review and planning issues.
• Establishes, instructs, prepares, and submits annual budget based on issued instructions for the approval of the Sales Director.
• Exercises the economic delegation entrusted by the Sales Director in a judicious and reasonable manner to the utmost benefit of the Company.

Qualifications:

• Bachelor’s degree in business administration.
• 9 years of overall experience including 7–8 years of relevant experience.
• Set and track sales account targets, aligned with company objectives.
• Understand and monitor Sales Metrics (e.g. quarterly sales results and annual forecasts).
• Knowledge of CRM software and MS Office (MS Excel in particular).
• Understanding of sales performance metrics.
• Excellent communication and negotiation skills.
• An ability to deliver projects and answer inquiries on time.
• Business acumen with a problem-solving attitude.