Reports to

Sindalah Operations

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Direct Reports

Guest Services

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Division/Section

Sindalah 30000151

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Department

Sindalah 40000227

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Sector

NEOM Islands 20000034

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Role Purpose

Head of Concierge / Baggage Services is responsible for effectively overseeing and coordinating all guest baggage / luggage to and from the island, and for ensuring maximum efficiency and handling of guest baggage / luggage at different locations. He / She should have the ability to work effectively with key stakeholders including but not limited to airport operations, baggage handling partner, NUM DMC, ferry operator, on island guest welcome center and asset operators to ensure a smooth daily operation.

Head of Concierge / baggage Services is also responsible for managing a team that will act as airport porters, luggage vehicle drivers and ferry loaders and unloaders to ensure operational needs and financial objectives are met. He / She must also ensure compliance with all relevant policies, standards, and procedures.

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Key Accountabilities & Activities

Daily Operations

• Manage relationship with all stakeholders.

• Ensure pick-up and delivery is island to inbound and outbound flight and ferry schedules.

• Oversee airport arrival and departure operations.

• Oversee ferry terminal operations

• Oversee on island operations for arriving and departing guests

• Monitor and maintain necessary operating equipment.

• Knowledge of guest baggage handling on a large scale

• Ability to plan, schedule, train, supervise and evaluate work reports.

• Ability to analyze problems in luggage management and to make suggestions in practices where warranted.

• Manage loss/risk prevention.

• Oversee operations.

• Provide information for management to make decisions.

• Review and implement financial controls / efficiency of human resource

• Develop service recovery framework.

• Manage and review systems and processes.

• Manage crisis situations.

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Background, Skills & Qualifications

Knowledge, Skills and Experience

• Dynamic leadership style possesses excellent communication and decision-making skills and an astute business acumen

• Strong leadership and organizational skills

• Able to manage multiple priorities and adapts quickly to changing requirements

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Qualifications

• College Education desired - Minimum High school diploma, GED.

• Bachelor’s degree in hospitality is a plus.

• 10+ years of experience in commercial or institutional operations and equipment such as airports, resorts, warehousing.