What are the responsibilities and job description for the Manager Premium Services position at Delta Air Lines, Inc.?
If you have a passion for service excellence and a strong desire to make a difference in the world of Airport Customer Service, this may be an excellent opportunity for you. Airport Customer Service is seeking a leader who has demonstrated operational excellence, proven outstanding leadership skills, and a high level of accountability for achieving results in a high-end, hospitality-focused environment. The Manager, Premium Services, will manage the daily operations of the premium ground services in MSP, including Delta Sky Club(s), Delta One Check-in, Elite Services, and VIP Select; as well as Delta One Lounge and Express Bag Drop (coming soon). This role will partner closely with key stakeholders, including Global Cleanliness, Reservation Sales and Customer Care, Inflight, SkyMiles, Brand Experience, and commercial sales teams. Premium Services team members are entrusted with the care of Delta’s most influential and valuable guests during all aspects of their on-the-ground experience. Through relentless attention to detail, this team will create moments that are so exceptional that long after a customer travels with Delta, the experience remains with them.
Primary Functions:
- Responsible for strategic and tactical execution of all operations within their areas of responsibility, including personnel and activities associated with multiple Sky Clubs, premium lounges, premium check-in spaces, Elite Service, and all VIP movements at MSP for Delta select Sky Team partners
- Responsible for the leadership and implementation of safety initiatives, IROP management and recovery plans, and other strategic initiatives set by MSP leadership
- Accountable for all daily operations within all Premium Services, including Food & Beverage, Cleanliness, and facility maintenance
- Understands and partners with the various stakeholders to evolve the service proposition of our ground premium services
- Ensures “Moments that Welcome" is delivered to every Guest throughout every interaction
- Reviews labor performance by service partners and ensures accurate reporting
- Responsible for all recruiting efforts within the Premium Services team; ensures that OSMs deliver hospitality training to all new Ambassadors and Leads
- Understands Service Metrics and analyzes performance to improve our scores in all ACS-related KPIs continuously
- Responsible for developing and executing the operating and capital plans for the given area of responsibility and further responsible for achieving those financial objectives
- Partners with terminal tenants and OAL partners in our largest Sky Team gateway to generate a seamless travel experience between all products for our best customers
- Supports a 24/7 operation, and extreme flexibility is required
Premium Wireless Specialist
Premium Retail Services -
Harahan, LA
ZenGuide Premium Services Manager
Proofpoint -
Pittsburgh, PA
Premium Services Manager
Birmingham Jefferson Co -
Birmingham, AL
