Head of Airport service operations - Passenger Meet & Greet services

About the Role

The Head of Airport Premium Service is responsible for the end-to-end management of Airport Premium Service Operations across Suvarnabhumi Airport (BKK) and Don Mueang Airport (DMK).

The role oversees Service Operations Planning, Workforce & Capacity Management, Butler Operations, Service Quality, Training, Customer Experience, and Operational Excellence to ensure that every service is delivered accurately, on time, and in line with Customer Requirements, Service Standards, and SLA.

This position leads a large frontline operations team and works closely with Customer Success, Call Center, Commercial, and other key functions to connect customer requirements with operational delivery and build a scalable operating model that supports business growth while maintaining Premium Service standards.

Key Responsibilities

1. Overall Service Operations

• Lead the overall Airport Premium Service Operations across BKK and DMK.
• Establish and continuously improve the Operating Model, Processes, Roles & Responsibilities, Decision Authority, and Escalation Flow.
• Ensure effective 24/7 service operations and consistent service delivery.
• Balance Service Capacity, Service Quality, Manpower Productivity, Revenue Support, and Operating Cost.
• Monitor operational performance, identify risks and bottlenecks, and drive appropriate actions.

2. Workforce & Capacity Management

• Lead Service Operations Planning and workforce planning activities.
• Analyze Booking Volume, Passenger Volume, Flight Schedules, Service Demand, and Peak Periods.
• Forecast manpower and capacity requirements and optimize Butler utilization.
• Ensure confirmed bookings have appropriate resources and are ready before service delivery.
• Manage manpower cost, overtime, idle time, and resource conflicts effectively.

3. Butler Operations & 24/7 Service Delivery

• Lead approximately 8–10 Team Leads and 80–100 Butler / Personal Assistant Officers across BKK and DMK.
• Ensure frontline service delivery meets defined Service Standards and Customer Expectations.
• Establish clear Decision Authority and Escalation processes for Team Leads.
• Oversee real-time operational matters including staff absence, flight delays, reassignment, staff swaps, and resource conflicts.
• Develop Team Leads as effective Shift and Operational Leaders.
• Build a strong Service Mindset, Ownership, and Professional Service Culture.

4. Service Quality & Excellence

• Establish and maintain Service Standards, SOPs, Work Instructions, Checklists, and Service Protocols.
• Monitor SLA and Service Quality KPIs.
• Oversee Service Audits, Spot Checks, and Quality Assessments.
• Analyze Customer Feedback, Complaints, Service Errors, and Recurring Issues.
• Drive Corrective / Preventive Actions and Continuous Improvement.
• Ensure consistent Service Standards across BKK and DMK.

5. Training & People Development

• Establish Competency and Training Roadmaps for Team Leads and Butler teams.
• Oversee New Joiner Training, OJT, and Refresher Training.
• Develop Skill Matrices to support service assignment and people development.
• Identify Training Needs based on Customer Feedback, Complaints, Audits, Service Errors, and Performance Gaps.
• Strengthen Team Lead capabilities in People Management, Operational Decision Making, Incident Management, and Customer Handling.

6. Customer Experience & Cross-functional Collaboration

• Work closely with Customer Success and Call Center to translate Customer, Corporate, Agent, VIP, Group, and Special Service Requirements into operational requirements.
• Establish effective communication and escalation processes across Customer Success, Call Center, and Airport Operations.
• Support Major Complaint and Service Recovery Management.
• Collaborate with Commercial and Customer Success to align Service Capacity with Booking Demand and Business Growth.

7. Data, Performance & Productivity Management

• Establish and monitor Operations Dashboards covering Demand, Capacity, Productivity, Service Delivery, Quality, Customer, and People.
• Monitor Booking / Passenger Volume, Butler Capacity, Utilization, OT, Manpower Productivity, Assignment Accuracy, SLA, Complaints, Service Errors, Customer Satisfaction, Attendance, and Competency.
• Use data to identify Trends, Root Causes, Risks, and Improvement Opportunities.
• Prepare regular Performance Reviews and Improvement Plans for Management.
• Drive improvements in Capacity, Productivity, Manpower Efficiency, and Service Performance.

8. Process Improvement & Operational Excellence

• Identify Manual Work, Process Bottlenecks, and Operational Inefficiencies.
• Work with System / Development Teams to improve Operational Tools, Dashboards, Workflows, Automation, and System Integration.
• Drive measurable improvements in Capacity, Productivity, OT, Service Errors, and Manual Processes.
• Develop scalable operating processes to support future Business Growth.

Key Success Measures

• Service Delivery & SLA Performance
• Capacity Fulfillment & Manpower Productivity
• Customer Satisfaction & Service Quality
• Complaint & Service Error Reduction
• Manpower & OT Efficiency
• Team Lead & Employee Capability Development
• Revenue Support through Operational Capacity
• Process Improvement & Automation
• Operational Readiness and Service Consistency across BKK & DMK

Qualifications

• Bachelor's degree or higher in Business Administration, Hospitality, Aviation, Tourism, Service Management, Operations Management, or a related field.
• 7–10 years of experience in Service Operations, Hospitality, Aviation, Airport Operations, or complex service businesses.
• Proven experience managing large teams, particularly shift-based or 24/7 operations.
• Experience managing Team Leads / Supervisors and frontline employees.
• Strong knowledge of Workforce Planning, Capacity Planning, and Resource Optimization.
• Strong understanding of Customer Journey, Premium Service, and Service Operations.
• Experience in Service Quality, SLA, SOP, Training, Complaint Handling, Incident Management, and Service Recovery.
• Strong analytical, problem-solving, and data-driven decision-making skills.
• Experience in Process Improvement and implementing Technology / Automation in Operations.
• Strong leadership, decision-making, and incident management skills.
• Ability to perform effectively under pressure in a fast-paced operational environment.
• Strong Service Mindset with an understanding of Premium / VIP Customer expectations.
• Good English communication skills.
• Ability to oversee operations across both Suvarnabhumi Airport and Don Mueang Airport.