Guest Service Delivery Officer

About the role

The Guest Service Delivery Officer provides operational and administrative support to the Guest Service Delivery department, ensuring a consistent and elevated hospitality experience across all guest touchpoints. The role coordinates audits, manages performance data, and works closely with internal stakeholders to drive continuous improvement.

Key responsibilities

• Execute end‑to‑end Hospitality Excellence audits across ground and inflight touchpoints, log findings and ensure closure within SLA timelines.
• Support daily guest satisfaction and Net Promoter Score (NPS) management, linking audit results to feedback trends.
• Coordinate cross‑functional working groups, document actions, assign owners and drive initiative completion.
• Develop, maintain and review service standards, audit checklists, survey templates and related documentation.
• Consolidate service performance data, prepare dashboards (Power BI) and generate performance reports for stakeholders.
• Assist in the delivery of departmental and cross‑functional projects, ensuring alignment with Guest Service Delivery objectives.

Required profile

• Diploma from an accredited institution; a Bachelor’s degree in Hospitality Management, Business Administration, Aviation or a related field is a plus.
• Minimum 3 years of experience in dynamic airline operations or other customer‑facing roles (airport/ground operations, cabin crew, contact centre).
• Proven exposure to customer experience, service delivery, quality assurance and compliance environments within aviation or hospitality.

Required skills

• Strong understanding of airline operations and guest experience standards.
• Experience with audit execution and corrective‑action tracking.
• Proficiency in Power BI for dashboard creation and reporting.
• Knowledge of NPS management and analysis.
• Project‑management and documentation skills.

What we offer

• Opportunity to influence hospitality excellence across a global airline network.
• Collaborative environment with cross‑functional teams.
• Professional development in service quality and analytics.