Key Performance Output 

The successful candidate will be reporting to the Assistant Manager Passenger Products, and will be responsible but not limited to the following:

• Ensure that all customers comply with policies and standard operating procedures (SOP)
•  Adhere to relevant statutory/legislative regulations, SOP’s, operational standards, policies and practices 
• Planning and organising of meetings and events as required by VIP/CIP’s and group event organisers
• Ensure effective internal stakeholders’ engagement in preparation for events and meetings
• Provide input into workforce planning and implement approved labour plans to ensure team is suitably staffed to meet sub-functional objectives
• Plan, organise, lead and control subordinate’s activities to ensure sub-functional objectives are met or exceed
• Assure stable employee relations by managing conflict and creating a positive working environment
• Review and recommend changes to SOPs for implementation
• Assist with the implementation of ad hoc projects within set requirements
• Compile and submit Operational reports as required
• Provide relevant and specialised support to relevant stakeholders to ensure achievement of objectives
• Provide effective communication and education to VIP’s and CIPs on Airport services and products
• Pro-actively identify and attend to and resolve VIP/CIP’s queries using the Database
• Escalate unresolved VIP/CIP queries to relevant stakeholder
• Engage with external stakeholders to ensure the effective facilitation VIP/CIP’s
• Ensure the availability of the VIP Lounge as per the Business rules and Service Level standard

 Technical Skills and Experience 

• The following skills and experience will be required:
• National Senior Certificate is essential 
• Higher Certificate in Customer Service Environment is recommended. 
• 1-2 years Supervisory experience is essential 
• 1-3 years operational experience is recommended. 
•  Valid Code B driver’s license is essential 
•  Basic MS Office computer literacy