Terminal Operations and Guest Experience Duty Manager - Red Sea International Airport

About daa International

daa International was founded in 2014 to harness the extensive expertise and proven track record of the daa Group companies. With a workforce exceeding 5,000 employees, it provides specialized teams to deliver tailored solutions for airports, airport owners, and investors. The organization covers a comprehensive range of airport ownership, investment, and commercial operation facets.

At daa International, employees thrive in a dynamic, fast-paced setting with diverse opportunities across the airport industry, guided by a culture that values equality, inclusion, diversity, ongoing development, and collaboration.

Role Overview

The Terminal Operations and Guest Experience Duty Manager is accountable for managing the terminal's operations during assigned shifts, ensuring continuous operational flow, adherence to regulatory and safety standards, coordinated stakeholder engagement, and delivering an exceptional guest experience in line with luxury service expectations.

Key Responsibilities

• Oversee daily terminal operations to maintain safe, efficient passenger movement and service quality.
• Control shift activities, including workforce allocation, operational preparedness, and smooth handovers to sustain uninterrupted service.
• Serve as the primary decision-maker on operational issues, such as incidents, delays, disruptions, diversions, and escalations during the shift.
• Liaise with airlines, ground handlers, security agencies, government bodies, and vendors to ensure cohesive terminal functionality.
• Supervise terminal infrastructure, systems, equipment, and processing zones to confirm operational readiness and efficiency.
• Address escalated guest concerns, facilitate VIP/VVIP travel, and promote service excellence initiatives.
• Apply Terminal Operations Control (TOC) protocols to uphold situational awareness, handle escalations, and aid operational reporting.
• Lead, mentor, and support frontline personnel, ensuring compliance with organizational policies, training, appearance standards, and performance objectives.
• Ensure full compliance with safety, security, regulatory directives, fostering a consistent safety culture.
• Compile operational reports, track key performance indicators, and propose enhancements for operational performance and guest satisfaction.

Qualifications and Requirements

• Must be a Saudi national.
• Possess a bachelor's degree in Aviation Management or a closely related discipline.
• Have at least 4 to 5 years of experience in aviation and airport operations, focusing on operational management and stakeholder relations.
• Proficient in both written and spoken English.

Essential Skills

• Management of terminal operations.
• Expertise in stakeholder coordination and relationship management.
• Competency in managing crises and operational incidents.
• Knowledge of airport safety, security procedures, and regulatory compliance.
• Strong focus on guest service excellence.
• Leadership and managing workforce teams effectively.
• Analytical problem-solving and decisive decision-making capabilities.
• Experience with operational reporting and monitoring performance.
• Excellent communication and interpersonal abilities.
• Skillful in time management and operational planning.

Only candidates selected for subsequent recruitment phases will be contacted. We value all applications and wish applicants the best in their pursuit.