At dnata, we keep the world in the air. From ground and cargo handling to inflight catering and retail, as well as travel services. We are by your side for the entire travel experience. As an integral part of the Emirates Group, dnata takes pride in our established business model, meticulous strategic foresight, and robust collaborations within the aviation and travel ecosystem. Today, dnata operates in 136 airports, delivering a range of ground handling, cargo, catering and travel services, through an exceptional team of over 46,000 people. In the financial year 2022-23, dnata generated USD4 billion of revenue, by handling over 710,000 flights, moving more than 2.7 million tonnes of cargo, uplifting 111.4 million meals and recording a total transaction value of travel services of US$ 1.9 billion. Our path is one defined by the unique and celebrated 'dnata way,' rooted in the pillars of safety and security, a relentless pursuit of performance excellence, unwavering commitment to service excellence, a genuine passion for delighting customers, an environment of imagination and a culture that honours respect.
dnata Zanzibar are looking for enthusiastic, driven and customer focussed professionals to join our team.
***Please note, this particular opportunity is open to Tanzanian Nationals only***
Duties:
Provide a comprehensive and high-quality Meet & Greet service to all marhaba guests, to ensure customer experience is warm, welcoming and efficient. Welcome and assist the Meet & Greet and lounge guests as per operational procedures and marhaba standards.
Meet & Greet - marhaba Services
- Meet, greet and escort passengers as per the laid down service standards (smile, address by name, cheerful outlook, briefing, grooming standards) in order to provide a quality service that projects marhaba and dnata’ s image as a service provider, in accordance with the service booked.
Lounge Host
- Warmly welcome guests, attending to and briefing all customers using the lounge, including procedures for boarding and facilities available. This is to ensure a convenient and pleasant stay at the lounge, followed by an on-time compliance with boarding formalities.
- Monitor usage and conditions of all items at the lounge, informing the Hosting Lead of any requirements, maintenance issues, sudden/required changes on lounges menu display, maintenance schedule, AC functioning, etc in order to ensure that the lounge facility is maintained to marhaba standards.
- Assist the Hosting Lead by making updates to the marhaba Lounge System with information of the service provided.
- Resolve customer issues pertaining to reservations, onward connections, etc in order to ensure minimum inconvenience to passengers and to safeguard the image of dnata and marhaba.
- Make regular walkarounds in the lounge and report all service shortfalls and potential customer grievances, in order to ensure timely investigation of incidents and effective service recovery. Where a service shortfall can be resolved on the spot, make every effort to do so.
- Responsible for daily sales including opening, closing, tallying and handover of daily sales report.
- Be knowledgeable about marhaba products and services available in location and across network. Promote and upsell marhaba products and services to clients and passengers in order to maintain competitive advantage, thereby increasing business profitability.
Safety
- Discuss safety concerns openly and reports them to the concern supervisor.
- Comply with all relevant safety, quality and environmental management policies, procedures and control to ensure a healthy and safe work environment.
- Act as a role model for the desire safety behaviours and wears the appropriate PPE and ensures that work is conducted in a safe manner.
Requirements:
- 12 years schooling or equivalent
- 1+ year of Customer Service experience in any industry
- High standard of English language skills, both written and spoken.
- Impeccable grooming and presentation.
- Computer Literacy. Working knowledge of MS Office packages preferrable.
- Safety Awareness.
- High standard of customer service skills, experience dealing with VIP or Luxury market customers is a plus.
Other languages besides English: Not mandatory, but advantageous to have other spoken language skills.