Join Our Team as a marhaba Team Leader at dnata
Are you passionate about delivering exceptional customer service and ready to take your career to the skies? At dnata, we’re proud to be recognized as the "Ground Handler of the Year" for seven consecutive years, offering best-in-class aviation services worldwide.
Operating in 129 airports across six continents, dnata has been a trusted partner to over 300 airline customers since 1959. With a commitment to innovation and excellence, we handle over 1,900 flights daily, move more than 8,500 tons of cargo, book over 16,000 hotel stays, and uplift over 320,000 meals.
We are now seeking a dedicated, enthusiastic, and qualified Tanzanian national to join our marhaba Team in Zanzibar as a Team Leader.
Role Overview
As a marhaba Team Leader, you’ll manage and coordinate the provision of marhaba services during your shift to ensure exceptional service delivery for passengers and airlines. Your focus will be on maintaining dnata’s service standards and ensuring an efficient, seamless experience for our customers.
Key Responsibilities
Operational Management
- Analyze the 24-hour workload profile and plan manpower resources accordingly to meet service demands.
- Coordinate real-time deployment of front-line staff to ensure optimal staffing in all service areas.
- Ensure the availability of required resources (e.g., placards, flowers, buggies, porters, trolleys, limousines) to meet service requirements.
- Monitor staff performance and provide feedback to the Customer Services Manager through shift reports and reviews.
Customer Service Excellence
- Deliver personalized services to VIPs and Commercially Important Passengers (CIPs), meeting their specific needs and expectations.
- Resolve customer issues, handle operational discrepancies, and initiate service recovery to safeguard the company’s image.
- Liaise with Immigration Authorities to facilitate smooth passport control processes for customers.
- Conduct regular staff briefings to ensure adherence to standards and procedures.
Lounge & Resource Management
- Oversee the operational functionality of the marhaba lounge, ensuring service levels are maintained.
- Audit lounge sales to ensure accurate billing for services rendered during shifts.
- Ensure all equipment and facilities are serviceable and well-maintained, coordinating preventive maintenance as needed.
- Monitor catering, maintenance, and cleaning Service Level Agreements (SLAs) for compliance.
- Prepare daily lounge reports for the Customer Services Manager.
Safety & Compliance
- Conduct regular safety briefings and enforce compliance with safety, quality, and environmental policies.
- Model safe behavior, guide staff on risk management, and take corrective actions when necessary.
Skills & Requirements
- Education: High school diploma or equivalent.
- Experience:
- 3+ years in Customer Service or Meet & Greet roles.
- Supervisory experience is essential.
- Skills:
- Strong command of English (written and spoken).
- Proficiency in computer applications (MS Office preferred).
- High safety awareness and customer service excellence.
- Effective leadership and resource management capabilities.
What We Offer
- Be part of an internationally recognized and award-winning aviation services company.
- Collaborate with a diverse, driven, and passionate team.
- Opportunity for career growth and skill development in a global environment.
- Work in a dynamic and fast-paced atmosphere that values innovation and teamwork.
How to Apply
Ready to take the lead with dnata? submit your application today. Join us in delivering world-class service and making a difference in the aviation industry!
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