Officer Guest Experience Satisfaction Team

The role involves handling guest feedback, conducting audits, inspecting cabin standards, and providing data-driven insights to improve service quality. The ideal candidate will collaborate across departments to identify service gaps, recommend improvements, and ensure a seamless and inclusive travel experience for all guests.

Responsibilities

• Receive, study, escalate, analyze, and close guest feedback within defined Service Level Agreements (SLAs).
• Coordinate with relevant departments to investigate guest feedback and ensure timely resolution.
• Conduct structured audits of the complete guest journey to identify service gaps across all guest touchpoints.
• Provide data driven insights and performance reports to management and operational departments.
• Support and drive continuous service quality improvement initiatives across the airline.
• Identify recurring service gaps and recommend corrective and preventive actions.
...