Guest Relations Executive Supervisor

ExecuJet delivers excellence in a comprehensive range of business aviation services tailored to our clients and partners. We are dedicated to safety and strive for creating a fulfilling workplace through cultivating genuine, open, and engaging relationships with passionate colleagues.

ExecuJet Middle East is currently seeking a Guest Relations Executive Supervisor r to fill a vacancy within our Fixed Base Operation(FBO). The main objective of the role is to facilitate the arrival and departure of aircraft and their passengers.

KEY RESPONSIBILITIES

• Plan, coordinate, control and develop day-to-day resourcing to guarantee consistent high quality customer service delivery
• Ensure staff are following correct policy and procedures at all times.
• Ensure that the team is fully staffed including staff to manage peaks and facilitate the operation
• Engage with FBO guests (passengers and crew) making them feel welcome and at home.
• Manage and motivate staff through on the job quality monitoring to ensure all service standards are consistently achieved
• Ensure and maintain the cleanliness of the reception areas, toilets and lounges in FBO.
• In conjunction with the Group Chief of Client Service, develop and maintain lounge service manual and conduct training of reception staff.
• Ensure that Reception staff follow correct procedures and that ExecuJet grooming standards are followed across the department.
• Compile and maintain guest profiles ensuring that all staff actively gather information on client preferences that can be used to personalize our services.
• Ensure that passengers are accompanied to the lounge, their luggage looked after and taken care of - providing efficient and safe transport of passengers and crew to and from the aircraft
• Maintain staff roster and ensure that leave and peak periods are adequately covered. Communicate any shortfalls to the FBO Manager.
• Monitor staff overtime and staff duty times to ensure the adequate balance
• Work on shift and fulfil FBO operations requirements
• Ensure confidentiality of clients and visitors to our FBO
• Escalate complaints to Head of Hospitality
• Supervise daily operations of Guest Relations staff to ensure consistent service delivery.
• Conduct regular briefings, handovers, and shift planning.
• Monitor staff performance and ensure adherence to company grooming and service standards.
• Provide coaching, support, and on-the-job training for Guest Relations Executives.
• Ensure all operations align with internal policies and external regulatory requirements.
• Support audits and act on feedback from client satisfaction surveys or incidents.
• Maintain logs of guest incidents, service feedback, and special handling requests.
• Coordinate with other FBO departments (ramp, flight dispatch, security) to ensure seamless operations
Uphold and promote ExecuJet service and safety standards across the FBO.

REQUIRMENTS

• 2+years in Aviation, F&B, Front of House, Rooms and/or Guest Relations experience essential.
• Experience in hotel setup / launch.
• Resilient and ambitious with excellent leadership skills.
• Experience in dealing with VIP guests/passengers.

• Fluency in written and spoken English. Additional Languages Advantageous (Arabic, Russian or French).
Ability to uphold high standards and ability to follow policy and procedures

Personal Characteristics

• Professional
• Trustworthy
• Ability to multi-task in a fast-paced work environment
• Team player
• Able to demonstrate your ability & experience in providing high quality service
• Strong people management experience
• Passionate about customer service, presentation & cleanliness