Assistant Manager - CFL Process System & Training

Job Overview

This position serves as the shift in charge for the CFL department, overseeing the maintenance and upkeep of airport facilities including 38 ancillary buildings to ensure service quality standards are upheld during assigned shifts. The role requires managing both direct and outsourced staff, handling the storage, issuance, and usage of high-value inventory, while closely monitoring to prevent theft or pilferage of housekeeping assets.

The shift in charge acts as the single point of contact for any facilities-related issues, including those concerning lounges, ensuring timely resolution without disrupting airport operations. This role also involves managing stakeholder communication during the shift, representing the organization for any arising concerns, and providing dedicated support to VIPs, VVIPs, and other guests to ensure seamless facility services.

Key Responsibilities

• Lead the CFL team to achieve desired Airport Service Quality (ASQ) ratings across cleanliness, washroom availability and hygiene, airport ambience, and comfort in passenger waiting and gate areas.
• Monitor service level agreement compliance by service providers and track MIS reports related to housekeeping operations.
• Manage optimal consumption of high-value housekeeping supplies to minimize waste.
• Liaise with authorities, government agencies, retailers, and concessionaires to maintain high standards of airport cleanliness and ambience.
• Prepare Supplier Performance Management scorecards and implement improvement actions.
• Plan, oversee, and supervise routine and periodic housekeeping and facilities maintenance services, including conducting inspections, tests, and sampling.
• Coordinate and facilitate service delivery in secured or special approval required areas.
• Ensure all service provider personnel receive training on tools, chemicals, mechanized cleaning equipment, facade cleaning, and pest control methods.
• Motivate and mentor team members to maintain high morale and support 100% attendance by resolving issues related to attendance exceptions.
• Ensure timely procurement of all facility-related consumables and uniforms while adhering to policies and controls.
• Manage audits and maintain compliance with quality standards such as IMS and ISO.
• Coordinate interdepartmentally with technical teams, AOCC for VIP/VVIP movements, safety for working at heights, security for lost & found, and staff access controls.
• Control consumption costs per passenger footfall and supervise key account housekeeping staff ranging from 100 to 700 individuals.

Qualifications and Experience

• Postgraduate degree in Hotel Management.
• Familiarity with Material Safety Data Sheets (MSDS) for chemicals.
• Knowledge of machinery utilized for various cleaning and maintenance tasks.
• Understanding of chemical pest eradication methods and use of personal protective equipment (PPE).
• Proficient in MS Office applications.
• 8 to 10 years of relevant experience in hospitality, multinational companies, or airlines.

Competencies

• Strong personal effectiveness with proficiency in passenger facility management.
• Knowledgeable in terminal operations processes, aviation regulations, and standards.
• Experienced in performance monitoring, stakeholder management, crisis and emergency response, and customer service excellence.
• Skilled in problem solving, analytical thinking, planning, decision-making, and capability building.
• Demonstrated abilities in strategic orientation, stakeholder focus, networking, execution, teamwork, and interpersonal influence.