We are seeking a polished, service‑driven professional to lead a seamless, premium end‑to‑end experience for Platinum VIP customers—equivalent to a five‑star hospitality environment. Reporting directly into the Operations Manager (and in turn the General Manager), the role will be responsible for ensuring every interaction is discreet, professional and exceeds customer expectations from arrival to departure.
- Represent the Platinum VIP brand with professionalism, warmth and discretion
- Create exceptional customer experiences by anticipating needs and remaining confident, calm and solutions‑focused under pressure, ensuring we maintain our exceptional NPS rating.
- Leading a shift-based team to own and deliver a consistent 5-star customer service experience from curb to wing and ensuring adequate cover for all operational needs
- Delivery of continuous improvement to Platinum VIP through growth of the business and monitoring of the entire product offering
- Proactive leadership and co-ordination of the team, protecting & improving the Platinum standards at every consumer touch point
- Plan, co-ordinate and deliver state / protocol movements on behalf of Dublin Airport, managing all internal and external stakeholders throughout
- Take the lead on management / coordination of all commercial events, with a strong emphasis on advance planning and effective communication with all airport stakeholders
- Ensure compliance with statutory, regulatory, corporate governance requirements, overall quality standards and Platinum SOPs
- Daily / weekly management of a shift-based roster, monitoring and adjusting resource allocation as required to maintain the highest service standards and meet the demands of the operation
- Back of house admin management; ordering of all stock via Oracle, team time and attendance on T&A, maintenance of cleaning schedules HACAP etc.
- Any other duties as assigned to meet operational requirements
Skills
- Customer Excellence: Strong track record leading a team in a premium, discrete and personalised service in a fast‑paced environment
- Warmth & Presence: Confident, professional communicator with excellent interpersonal skills, team management and pride in their work.
- Problem‑Solving: Proactive approach with the ability to think strategically, resolving any issues calmly with colleagues, clients and stakeholders as they arise
- Attention to Detail: High standards in daily presentations, reporting and external / internal communications
- Collaboration: Able to work effectively with multiple stakeholders to achieve shared outcomes
- Operational Agility: Comfortable managing varied tasks, shifting priorities and physical duties (including luggage handling)
- Digital Fluency: Competent with basic IT systems including Microsoft Office email, Word, PowerPoint, Excel, Oracle etc)
Experience
- Previous experience in a customer‑facing or hospitality role delivering premium service
- Previous experience leading a shift-based team on a 24 hr roster in a complex operating environment.
- Strong commercial awareness with a sharp focus on customer‑retention
As a brand ambassador for Platinum VIP, take personal responsibility to uphold the highest standards of professional and personal appearance
Full Category B driving licence
Flexibility to support operational requirements, including shift work or OT as needs be
We're an airport industry leader with operations in four continents and over 3000 employees working together to ensure we deliver the best services for all our customers globally. We are a fast paced, energetic and diverse company. Offering careers that range from IT, Finance, Technical, Airport Operations to frontline security and customer focused roles and many more. Whether you are starting your career or looking for your next move, we have lots of great opportunities to choose from.
