Key Responsibilities

• Overall Airport Premium Service Operations Management

• Take overall responsibility for the performance of Airport Premium Service Operations across both BKK and DMK.

• Define the Operating Model, Processes, Roles & Responsibilities, Decision Authority, and Escalation Flow for the team.

• Manage operations to ensure 24/7 service coverage, 7 days a week.

• Balance Service Capacity, Service Quality, Manpower Productivity, Revenue Support, and Operating Cost.

• Define Operational KPIs and monitor performance across each function.

• Identify Operational Risks, Bottlenecks, and Capacity Constraints and establish appropriate solutions.

• Act as the Management Escalation Point for major operational and service issues.

• Drive Operational Excellence and Continuous Improvement across Airport Premium Service Operations.

• Service Operations Planning

• Oversee the Service Operations Planning Team, responsible for planning services in advance from Booking through to Service Ready status.

• Oversee the analysis of Booking Volume, Passenger Volume, Flight Schedule, and Service Demand by Airport, Time Slot, Service Type, and Customer Segment.

• Forecast Butler requirements and service capacity for the following day and future bookings, identifying peak periods and capacity risks in advance.

• Ensure the team understands the different requirements of Corporate, Agent, Family, Individual, VIP, Group, and Special Assistance customers.

• Establish manpower planning approaches aligned with Booking Demand and optimize Butler utilization to maximize service/passenger coverage without compromising service quality.

• Manage OT, Manpower Cost, Idle Time, and Resource Conflicts at an appropriate level.

• Define Assignment Principles and Resource Allocation Rules, taking into consideration Skill, Language, Experience, Gender

Requirements, Customer Profile, and Special

Requirements.

• Oversee Forward Assignment for the following day and future bookings and ensure that every Confirmed Booking has the required resources available before the service date.

• Oversee the process of checking booking completeness and ensure the team contacts customers to clarify incomplete or unclear booking information.

• Oversee Pre-Service Confirmation, including Meeting Point, Flight Information, Service Arrangement, and Butler Information, to ensure that customers, Team Leads, and Butlers have accurate and aligned information before service begins.

• Butler Operations & 24/7 Service Delivery

• Oversee approximately 8–10 Butler Team Leads and 80–100 Butler / Personal Assistant Officers across BKK and DMK.

• Take responsibility for Service Delivery and Frontline Operations on a 24/7 basis.

• Define Frontline Operating Standards and Service Expectations.

• Ensure readiness in terms of Manpower, Attendance, Grooming, Skills, and Service Readiness.

• Manage Butler performance through Team Leads and develop Team Leads into effective Shift Operations Leaders.

• Define Decision Authority and the Escalation Matrix for Team Leads.

• Oversee same-day operational management, including Re-assignment, Staff Swaps, Flight Delays, Staff Absences, and Resource Conflicts.

• Ensure Team Leads can resolve routine operational issues and provide immediate Service Recovery without waiting for Manager approval.

• Conduct regular on-site operational checks and monitor Service Delivery across both BKK and DMK.

• Manage Attendance, Discipline, Performance, and Productivity of the Frontline Team while building a strong Service Mindset, Ownership, and Professional Service Culture.

• After-hours & Real-time Operations Management

• Establish the Operating Model for the period after the Service Operations Planning Team finishes its operation at approximately 21:00.

• Establish the Team Lead on Duty as the Same-day Operational Owner, with authority to adjust assignments, swap Butlers, resolve service issues, and contact customers directly for operational matters when necessary.

• Establish the Working Process between Team Leads and the Call Center to support customer information and communication 24/7.

• Define authority for Immediate Service Recovery and establish Escalation Criteria for Major / Critical Issues.

• Build an operating system that enables 24/7 operations without creating a Single Point of Dependency on the Manager.

• Service Quality & Service Excellence

• Oversee the Service Quality & Training Team of approximately 2 team members.

• Define and control Service Standards for Airport Premium Service, including SOPs, WIs, Checklists, and Service Protocols.

• Define and monitor SLAs and Service Quality KPIs.

• Oversee Service Audits, Spot Checks, and Quality Assessments.

• Analyze Service Quality Gaps, Customer Feedback, and Recurring Issues.

• Ensure consistency of Service Standards across BKK and DMK.

• Drive Service Excellence and Continuous Improvement initiatives.

• Training & People Capability Development

• Define Competency

Requirements and Training Roadmaps for Team Leads and Butlers.

• Oversee New Joiner Training, OJT, and Refresher Training.

• Develop and maintain a Skill Matrix to support Service Assignment and People Development.

• Analyze Training Needs based on Complaints, Customer Surveys, Service Errors, Audits, and Performance Gaps.

• Develop Team Lead capabilities in People Management, Operational Decision Making, Incident Management, and Customer Handling.

• Monitor Training Completion and Training Effectiveness and ensure employees meet the required Service Standards and Competency before being assigned to service.

• Complaint, Compliment, Service Error & Customer Feedback Management

• Oversee the management process for Complaints, Compliments, Customer Surveys, Service Errors, and Incidents.

• Ensure complaints and service errors are investigated systematically through Fact Finding and Root Cause Analysis.

• Review Major Complaints and Sensitive Customer Cases.

• Define Corrective & Preventive Actions (CAPA) and follow up on Action Plans through closure.

• Analyze Complaint Trends and Recurring Service Issues and use the findings to improve Processes, SOPs, and Training.

• Coordinate with Customer Success for Formal Customer Follow-up or Service Recovery when required.

• Promote a Learning Culture that uses Service Errors as opportunities to prevent recurrence.

• Corporate Standards, ISO & Certification

• Oversee the Service Quality & Training Team in coordinating with the central team on Corporate Service Standards, Customer Surveys, Complaints/Compliments, Training, and Certification.

• Implement Corporate Standards and Policies within Airport Operations.

• Ensure compliance with relevant ISO and Certification

Requirements.

• Prepare the operation for Internal and External Audits and ensure proper Evidence and Documentation are maintained.

• Follow up on Corrective Actions from Audit Findings and connect Corporate Standards with actual operational practices.

• Customer Success & Call Center Collaboration

• Work closely with Customer Success on Customer / Corporate / Agent

Requirements, Special Service

Requirements, Booking Changes, Capacity Constraints, Major Complaints, and Service Recovery.

• Maintain clear ownership principles: Customer Success = Customer & Booking Owner, while Airport Operations = Service Delivery Owner.

• Define the Working Process and Escalation Flow between the Call Center and Airport Operations for 24/7 Service.

• Ensure Team Leads can effectively coordinate with the Call Center and customers in After-hours or Real-time Operational Issues.

• Revenue, Capacity & Productivity Management

• Support Revenue Achievement by increasing Service Capacity and the ability to accommodate Booking Demand.

• Monitor Capacity Fulfillment and Lost Revenue resulting from Capacity Constraints or Operational Limitations that can be managed.

• Analyze Butler Utilization, Trips/Passenger per Butler, Revenue per Butler/Man-hour, OT, and Manpower Cost to improve productivity.

• Increase Service Capacity without increasing Manpower at the same rate as Booking growth, while maintaining Service Quality Standards.

• Work closely with Commercial / Customer Success to align Capacity Planning with Demand and Business Growth.

• Data-driven Operations & Performance Management

• Define and monitor an Operations Dashboard covering Demand, Capacity, Productivity, Service Delivery, Quality, Customer, and People.

• Monitor Booking/Passenger Volume, Peak-hour Demand, Butler Capacity, Capacity Utilization, OT, Manpower Productivity, Assignment Accuracy, On-time Performance, SLA Achievement, Complaint Rate, Service Errors, Customer Satisfaction, Audit Score, Attendance, and Competency.

• Analyze Trends and Root Causes from operational data to support manpower planning and operational improvements.

• Prepare Weekly / Monthly Performance Reviews and present Performance, Risks, and Improvement Plans to Management.

• Process, System & Continuous Improvement

• Identify Manual Work, Duplicate Work, and Process Bottlenecks across the entire process from Booking
• Planning
• Assignment
• Service Delivery
• Quality.

• Work closely with System / Development Teams to develop Operational Tools, Dashboards, Workflows, Automation, and System Integration.

• Reduce Human Error and improve Assignment Accuracy.

• Drive improvements with Measurable Business Impact, such as increasing Capacity, reducing OT, reducing Service Errors, reducing Manual Steps, or improving Productivity.

• Support the scaling of Operations to accommodate future Business Growth.