Account Manager - Linencraft

Role Overview

Account Manager - Linencraft at Emirates Flight Catering. This role manages assigned laundry accounts and operations to deliver service excellence and financial performance.

Role Purpose

Lead end-to-end laundry operations across multiple outlets, serve as the primary customer and internal stakeholder contact, and drive operational performance, compliance, and cost optimization to meet agreed service levels and financial targets.

Key Responsibilities

Customer & Stakeholder Management

• Act as the main point of contact for assigned accounts to ensure customer satisfaction and professionally represent the company in all customer interactions.
• Serve as the primary liaison between customers and internal stakeholders across assigned accounts, building strong relationships with key internal stakeholders to understand requirements.
• Lead issue resolution and maintain service quality standards in all customer interactions.

Operations Management

• Oversee end-to-end operations for multiple laundry outlets, including on-premise and off-site services along with required logistics to ensure smooth service delivery.
• Plan and manage site resources to ensure effective operations.
• Monitor, review and analyse daily operational performance including volumes processed, quality metrics, delivery timelines, efficiency levels and staff attendance.
• Identify areas for improvement based on operational data and performance analysis.

Compliance & Safety

• Ensure managed operations comply with applicable legal, regulatory and safety requirements.
• Monitor, review and analyse the actual scope of work against contractual agreements.
• Promote a strong culture of compliance and safe working practices to maintain safe, compliant and effective operations.
• Propose necessary changes to contractual scope to maintain alignment with agreed requirements.

Service Delivery & Quality

• Ensure service delivery consistently meets agreed KPIs and commitments.
• Ensure prompt resolution of customer complaints within agreed SLAs.
• Drive root-cause analysis and investigation to identify effective corrective actions.
• Minimize costs associated with claims, rectification, or re-processing.

Financial Management

• Prepare and manage annual budgets for assigned accounts.
• Implement cost optimization measures.
• Monitor financial performance against forecasts to achieve agreed financial targets.

Team Leadership

• Monitor team performance and address high potential and underperformance.
• Ensure KPI targets are met to maintain an effective and high-performing team.
• Support and motivate team members to perform their roles effectively.
• Foster a collaborative, accountable and high-performing work environment to achieve operational objectives.

Qualifications & Experience

• Bachelor's Degree preferably in Hotel Management, Business Administration, or Engineering.
• Minimum 7 years overall experience in a complex high-volume operation in a leadership role.
• Minimum 5 years leading a team in the hospitality industry or large-scale laundry operations.
• Demonstrated capability in direct customer management and various stakeholder engagement.

Skills & Competencies

• Excellent management and leadership skills.
• Exceptional verbal and written communication skills.
• Excellent presentation skills.
• Knowledge of MS Office applications (Word, Excel, PowerPoint).
• Proven project management skills.
• Resource planning skills.
• Cost optimization skills.
• Ability to collect, track, and analyse large amounts of data.
• Adaptability and strong problem-solving skills.
• Extensive knowledge of hospitality operations in the capacity of a five-star property.

Additional Information

• Must have a valid UAE driving licence.