To work alongside the ADA FM, Lounge Managers/Stakeholders, and the Guest Experience team to ensure that each guest enjoys an inspirational experience on each visit to the Premium Areas. This will be achieved by maintaining the Facilities at a 5-star level to achieve top class guest satisfaction. This will involve leading, directing and advising multi-discipline teams in the Abu Dhabi, UK, and European Premium Lounges, comprising of third party contracted hard and soft services resources, to maintain the Airport lounges/offices at an exceptional standard in line with the company’s vision to be the world’s best airline.

Accountabilities 
· Manage the effective delivery of all contracted FM Services to the lounges and Airside offices across multiple sites, instilling a customer service ethos inspiring the team to adhere to the SLA’s and KPI’s

· Promote customer-focused, responsive FM Support Services that are of the highest quality and professionalism.

· Constantly liaise with the ADA FM, Lounge Managers, Airport Operations and Guest Experience to understand any possible gaps between their expectations and the agreed service to be provided fill such gaps by clarifying or adjusting the service provider’s scope, and therefore constantly managing such expectations.

· Preparation monitoring and execution of agreed Facilities budgets against the forecast

· Management and coordination of project works.

· Evaluation of tenders including negotiation with service providers using technical expertise to secure contracts and SLA’s to Etihad’s advantage.

· Manage and report against the team’s work progress always including analysis and management of risks.

· Ensure site compliance for all Health and Safety legislation.

Education & Experience

• Degree level education in Facilities or Property Management discipline is required with professional qualification.
• Post holder must have at least 5 years Facilities Management experience, of which at least 3 years in a multi-site management role with contractor management in a high standard environment. Experience in high level of soft services with an emphasis on front of house service delivery is preferable.

#LI-JB1