Act as the main point of contact for the assigned account(s) to ensure customer satisfaction, lead issue resolution, maintain service quality standards and professionally represent Company in all customer interactions.
Oversee end to end operations for multiple laundry outlets, including on premise and off-site services along with required logistics to ensure smooth service delivery and outcomes aligned with customers’ expectations.
Serve as the primary liaison between customers and internal stakeholders across assigned accounts, building strong relationships with key internal stakeholders to understand requirements and ensuring service delivery consistently meets agreed KPIs and commitments.
Ensure prompt resolution of customer complaints within agreed SLAs, driving root-cause analysis and investigation to identify effective corrective actions that minimize costs associated with claims, rectification, or re-processing.
Monitor, review and analyse the daily operational performance including volumes processed, quality metrics, delivery timelines, efficiency levels and staff attendance and identify areas for improvement.
Ensure compliance by monitoring, reviewing and analysing the actual scope of work against contractual agreements and proposing necessary changes to maintain alignment with agreed requirements and ensure effective service delivery.
Prepare and manage annual budgets for the account(s), implement cost optimisation measures, and monitor financial performance against forecasts to achieve agreed financial targets.
Plan and manage site resources to ensure effective operations, monitor team performance, address high potential and underperformance, and ensure KPI targets are met to maintain an effective and high-performing team.
Support and motivate team members to perform their roles effectively while fostering a collaborative, accountable and high-performing work environment to achieve operational objectives.
Ensure managed operations comply with applicable legal, regulatory and safety requirements while promoting a strong culture of compliance and safe working practices to maintain safe, compliant and effective operations.
Education Qualification:
- Bachelor’s Degree preferably in Hotel Management / Business Administration / Engineering.
Work Experience:
- Minimum 7 years overall experience in a complex high-volume operation in a leadership role.
- Demonstrated capability in direct customer management and various stakeholder engagement.
- Area of Experience: Minimum 5 years leading a team in the hospitality industry or large-scale laundry operations.
Skills:
- Excellent management and leadership skills.
- Exceptional verbal and written communication skills.
- Excellent presentations skills and knowledge of MS Office applications (Word, Excel, PowerPoint).
- Proven project management, resource planning and cost optimization skills.
- Ability to collect, track, and analyse large amounts of data.
- Adaptability and strong problem-solving skills.
- Extensive knowledge of hospitality operations in the capacity of a five-star property.
- Must have a valid UAE driving licence.
Build Your Future With Us
At Emirates Flight Catering (EKFC), our people are at the heart of everything we do. As one of the world’s largest catering and hospitality services providers, we deliver excellence at scale—supporting airlines, hospitality brands, and global events every day. Our success is driven by the passion, professionalism, and commitment of our teams.
Why Work With Us
At EKFC, your role matters. Whether you work in operations, engineering, corporate services, or support functions, you contribute to delivering safe, reliable, and high‑quality services every single day.
You’ll be part of:
- A globally recognised organisation within the Emirates Group ecosystem
- A diverse, multicultural workforce united by shared standards and values
- A fast‑paced, operational environment where responsibility and professionalism matter
- A workplace that values integrity, accountability, and continuous improvement
Life at EKFC
What you can expect:
- Collaborative and approachable leadership
- A diverse, multicultural team
- Open communication and transparency
Rewards & Benefits
We offer a competitive benefits package designed to support your well-being:
- Competitive salary and benefits
- Two duty meals provided at EKFC
- Health and wellness coverage
- Paid time off and public holidays
- Performance‑based annual bonus and salary review opportunities, subject to eligibility and company policy
- Recognition for achievements and commitment, including monetary NAJM Awards (Appreciation, Bronze, Silver & Gold levels)
- Learning and development support
- Team events and engagement activities
(Benefits may vary by role and location.)
Our Recruitment Journey
Our recruitment process is designed to be transparent and respectful:
- Application review
- Initial interview or assessment
- Technical Interview & Case Study presentation
- Background Check
- Employment Contract
We aim to keep candidates informed every step of the way.
(The recruitment and interview process may vary depending on the role.)
Skills Required
- Bachelor’s degree, preferably in Hotel Management, Business Administration, or Engineering
- Minimum 7 years of overall experience in a complex, high-volume operation in a leadership role
- Demonstrated capability in direct customer management and stakeholder engagement
- Minimum 5 years leading a team in the hospitality industry or large-scale laundry operations
- Excellent management and leadership skills
- Exceptional verbal and written communication skills
- Excellent presentation skills
- Knowledge of Microsoft Office applications, including Word, Excel, and PowerPoint
- Project management, resource planning, and cost optimization skills
- Ability to collect, track, and analyze large amounts of data
- Adaptability and strong problem-solving skills
- Extensive knowledge of five-star hospitality operations
- Valid UAE driving licence
What We Do
Emirates Flight Catering is one of the world’s largest catering operations, serving hospitality groups, organisations, and more than 100 airline customers. It provides airline, events, and VIP catering, plus laundry, food production, and airport-lounge food-and-beverage services. Its large-scale facilities produce meals using advanced food-processing and handling systems, while diversification includes retail products, e-commerce, and Emirati catering at Dubai International Airport.
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