 Manage the business unit resources on a shift basis to ensure that service levels are delivered as per Emirates standards and ensuring that SOPs are strictly adhered to. Develop and maintain excellent relationships and open communication with internal and external departments such as dnata, Dubai Airports, EK Security, Airport Police, Immigration, Embassy, Govt. Protocol Dept. Hotel Authorities, Dubai, Sharjah, Abu Dhabi Airport Authorities. Investigate all handling discrepancies and customer complaints in timely manner, identify problem areas and course of action required to prevent recurrence of service failures, while liaising and working very closely with the Manager Airport Services. Ensures high Level customer service standards are delivered to our VVIP/CIP/IO passengers. Role holder to constantly review the entire service delivery process and its workability with all related stakeholders (Dubai Airports, immigration, chauffer drive, Police, dnata, embassies, hotels, Authorities etc.) in setting up the process.

 Supports the day to day functioning of the various Emirates Airport Services units in order to ensure that the service delivery standards are maintained within the budgeted costs and that the operating procedures complement the dynamics of customer needs. Investigate and analyze operational discrepancies to propose remedial measures to the Line Manager and independently respond to internal and external departments where the involvement of line Manager is not necessary. Co-ordinate with external manpower and other service providers to ensure services are delivered in a timely manner, to the agreed standard and the redressal process works well to correct any irregularities. Negotiating and finalizing hotel contracts for all Emirates stop over passengers from 2006 to 2013 Project manager of all Emirates lounges refurbishments in 2015 with budget of 35 million Dirhams. Supervised the automation of passengers reservation in the lay over hotels in 2007 Led the set up and training of team in Le Meridian Hotel as Emirates new Hub for premium passengers lay over in 2004 Managed all hotel agreements during major disruption in the Hub  Regular workshops with Resource Planning to maximize cross utilization of manpower across the