Guest Service Delivery Officer

About the role

The Guest Service Delivery Officer provides operational and administrative support to the Guest Service Delivery department, ensuring consistent, high‑quality hospitality experiences across all guest touchpoints. The role monitors compliance with service standards, manages audit activities, and supports the day‑to‑day management of guest satisfaction metrics such as Net Promoter Score (NPS).

Key responsibilities

• Plan, execute and report on Hospitality Excellence (eX) audits for ground and inflight touchpoints.
• Log, assign and track audit findings, ensuring closure within defined SLA timelines.
• Collaborate with Hub, Global Airports, cabin crew, catering operations and other stakeholders to define root causes, corrective actions and resolution dates.
• Maintain and analyse audit performance dashboards using Power BI, consolidating results into management insights.
• Support NPS management by cross‑referencing audit findings with guest feedback and driving improvement actions.
• Coordinate cross‑functional working groups and task forces, documenting actions, owners and deadlines.
• Develop, maintain and periodically review Guest Service Delivery standards, audit checklists and survey templates.
• Provide general operational and administrative assistance to the department.

Required profile

• Proven experience in hospitality, airline or customer‑service environments.
• Strong analytical mindset with excellent organisational abilities.
• Ability to work effectively with multiple internal stakeholders and manage competing priorities.
• Detail‑oriented and capable of meeting strict deadlines.
• Clear written and verbal communication skills.

Required skills

• Power BI for data visualisation and reporting.
• Audit management and documentation.
• Data consolidation and performance reporting.