Terminal Operations and Guests Experience Duty Manager (Red Sea International Airport)

About daa International

daa International, established in early 2014, is a global leader in unlocking value for airport owners and investors by leveraging the unparalleled expertise and track record of the daa Group. Our mission is to deliver customized solutions that enhance operational efficiency, commercial performance, and investment returns for airports worldwide. With a workforce of over 5,000 professionals, daa International combines deep industry knowledge with innovative strategies to drive excellence in airport management. We foster a dynamic and inclusive work environment where collaboration, continuous development, and diversity are celebrated, empowering professionals to thrive alongside industry-leading experts.

Role Overview

As the Terminal Operations and Guests Experience Duty Manager at Red Sea International Airport, you will play a pivotal role in ensuring the seamless and efficient operation of terminal services during your assigned shift. This position demands a high level of accountability, strategic decision-making, and a relentless commitment to delivering an exceptional guest experience. You will serve as the primary operational decision-maker, overseeing all aspects of terminal operations, managing incidents, and fostering a culture of safety, compliance, and service excellence. Your leadership will be instrumental in maintaining operational continuity, enhancing passenger satisfaction, and upholding the airport’s reputation for luxury and reliability.

Key Responsibilities

• Terminal Operations Leadership: Lead and oversee day-to-day terminal operations to ensure safe, efficient, and seamless passenger flow across all terminal touchpoints, including check-in, security, boarding, and arrivals.
• Shift Management: Manage shift operations, workforce deployment, and operational readiness to maintain service continuity. Ensure effective handovers between shifts to uphold operational standards.
• Incident & Crisis Management: Act as the primary operational decision-maker during your shift, proactively managing incidents, disruptions, delays, diversions, and escalations to minimize impact on operations and passengers.
• Stakeholder Coordination: Collaborate with airlines, ground handlers, security agencies, government authorities, and service providers to ensure alignment and smooth terminal operations.
• Facility & System Oversight: Monitor terminal facilities, systems, equipment, and passenger processing areas to ensure operational readiness, efficiency, and compliance with regulatory standards.
• Guest Experience Excellence: Deliver exceptional guest experiences by resolving escalated complaints, supporting VIP/VVIP journeys, and driving service excellence initiatives to exceed passenger expectations.
• Terminal Operations Control (TOC): Utilize TOC processes to maintain situational awareness, manage escalations, and support operational reporting to enhance decision-making and performance tracking.
• Team Leadership & Development: Lead, coach, and support frontline teams, ensuring compliance with company policies, training requirements, grooming standards, and performance expectations to foster a high-performing workforce.
• Compliance & Safety Culture: Ensure strict adherence to safety, security, regulatory, and operational requirements while promoting a strong safety culture across all terminal operations.
• Performance Monitoring & Reporting: Prepare operational reports, monitor KPIs, and provide data-driven recommendations to enhance operational performance, guest satisfaction, and overall terminal efficiency.

Requirements

• Saudi National.
• Bachelor’s degree in Aviation Management, Business Administration, or a related field.
• Minimum of 4–5 years of progressive experience in aviation and airport operations, with a focus on operational management and stakeholder engagement.
• Fluent written and spoken English; additional language proficiency is a plus.

Skills & Competencies

• Terminal Operations Management: Proven ability to manage complex terminal operations with a focus on efficiency, safety, and passenger experience.
• Stakeholder Management: Strong interpersonal and negotiation skills to build and maintain relationships with internal and external stakeholders.
• Crisis & Incident Management: Ability to respond swiftly and effectively to operational disruptions, ensuring minimal impact on services.
• Airport Safety & Compliance: Deep understanding of airport safety protocols, security measures, and regulatory requirements to ensure adherence to industry standards.
• Guest Experience & Service Excellence: Commitment to delivering a luxury-level guest experience, with a focus on resolving escalated issues and enhancing satisfaction.
• Team Leadership: Experience in leading, coaching, and motivating teams to achieve operational excellence and performance targets.
• Problem-Solving & Decision-Making: Strong analytical and critical thinking skills to make informed decisions under pressure.
• Operational Reporting & Performance Monitoring: Proficiency in analyzing operational data, identifying trends, and implementing improvements to drive efficiency.
• Communication & Interpersonal Skills: Excellent verbal and written communication skills to liaise with stakeholders, report on performance, and present recommendations.
• Time Management & Operational Planning: Ability to prioritize tasks, manage resources, and plan operations to meet strategic and operational goals.

Why Join daa International?

At daa International, we offer a fast-paced, dynamic work environment where you can grow your career alongside industry leaders. Our commitment to equality, inclusion, and diversity ensures a supportive and collaborative workplace. We invest in the continuous development of our employees, providing opportunities for professional advancement and the chance to make a meaningful impact in the aviation industry. If you are a results-driven professional with a passion for airport operations and guest experience, we invite you to apply and become part of our global team.