Airport Premium Service Operations & Performance Manager

Location: Based in Bangkok (Suvarnabhumi) with oversight of Don Mueang and Phuket International Airports.

Job PurposeThe Airport Premium Service Operations & Performance Manager is responsible for leading a high-caliber team of over 100 concierge professionals across Thailand's three major aviation hubs. This role balances elite VIP hospitality with rigorous operational discipline. You will be the architect of seamless service delivery, ensuring that our operations are data-driven, ISO-compliant, and agile enough to navigate the dynamic nature of airport environments.

Key Responsibilities

1. Dynamic Operations & Resource Management

Strategic Rostering: Design and oversee complex shift patterns for 100+ staff to ensure 24/7 coverage across three locations.

Agile Resource Allocation: Real-time adjustment of manpower to respond to airport volatility, such as flight delays, weather disruptions, or sudden VIP schedule changes.

VIP Protocol Oversight: Ensure the highest level of white-glove service for VIPs, dignitaries, and high-net-worth individuals, ensuring a seamless journey from curbside to gate.

2. Performance Analytics & Reporting

Data-Driven Insights: Collect and analyze operational data to identify trends, bottlenecks, and opportunities for service enhancement. Executive Reporting: Prepare weekly and monthly performance reports for senior management, focusing on KPIs, SLA fulfillment, and service recovery efficiency.

Continuous Improvement: Utilize data to implement Plan-Do-Check-Act (PDCA) cycles to constantly elevate the service standard.3. Quality Assurance & ISO Compliance Standardization: Maintain and audit service processes to ensure 100% alignment with ISO Standards and internal SOPs.

Grooming & Brand Image: Enforce strict grooming and behavioral standards to ensure the team reflects a luxury brand image at all times.

Complaint Management: Act as the final point of escalation for complex service issues, ensuring rapid resolution and long-term service recovery.

4. Leadership & Talent Development

Training Architecture: Design and implement comprehensive training programs focusing on luxury service mindsets, airport security regulations (AOT), and crisis management.

Performance Coaching: Mentor and develop supervisors and front-line staff, fostering a culture of excellence and accountability.Required Qualifications

Experience: 710 years in Operations Management within Luxury Hospitality, Aviation, or Premium Concierge services. Experience managing a large-scale team (100+) is essential.

Airport Expertise: In-depth knowledge of airport environments, including security protocols, restricted area access, and coordination with Immigration and Customs.

Analytical Skills: Proficiency in data analysis tools (Advanced Excel, BI tools) with a proven ability to turn data into actionable strategies.

Crisis Resilience: Exceptional decision-making skills under pressure; ability to manage logistics during operational disruptions.

Communication: Native-level Thai and Professional-level English (a third language like Mandarin or Japanese is a significant plus).

Compliance Mindset: Strong understanding of ISO quality management systems.

Key Performance Indicators (KPIs)

1. Service Excellence: Achieving target CSAT (Customer Satisfaction) and NPS (Net Promoter Scores).

2. Operational Agility: Successful manpower deployment during flight disruptions (Zero service gaps).

3. Compliance: Successful ISO audits with zero major non-conformities.

4. Issue Resolution: Turnaround time and success rate of VIP complaint resolutions.

5. Staff Performance: Average grooming and product knowledge test scores across the team.