Platinum VIP Supervisor

Job Description We are seeking a polished, service‑driven professional to lead a seamless, premium end‑to‑end experience for Platinum VIP customers—equivalent to a five‑star hospitality environment. Reporting directly into the Operations Manager (and in turn the General Manager), the role will be responsible for ensuring every interaction is discreet, professional and exceeds customer expectations from arrival to departure.

Responsibilities

Represent the Platinum VIP brand with professionalism, warmth and discretion

Create exceptional customer experiences by anticipating needs and remaining confident, calm and solutions‑focused under pressure, ensuring we maintain our exceptional NPS rating.

Leading a shift-based team to own and deliver a consistent 5-star customer service experience from curb to wing and ensuring adequate cover for all operational needs

Delivery of continuous improvement to Platinum VIP through growth of the business and monitoring of the entire product offering

Proactive leadership and co-ordination of the team, protecting \& improving the Platinum standards at every consumer touch point

Plan, co-ordinate and deliver state / protocol movements on behalf of Dublin Airport, managing all internal and external stakeholders throughout

Take the lead on management / coordination of all commercial events, with a strong emphasis on advance planning and effective communication with all airport stakeholders

Ensure compliance with statutory, regulatory, corporate governance requirements, overall quality standards and Platinum SOPs

Daily / weekly management of a shift-based roster, monitoring and adjusting resource allocation as required to maintain the highest service standards and meet the demands of the operation

Back of house admin management; ordering of all stock via Oracle, team time and attendance on T\&A, maintenance of cleaning schedules HACAP etc.

Any other duties as assigned to meet operational requirements

Qualifications

Skills

Customer Excellence: Strong track record leading a team in a premium, discrete and personalised service in a fast‑paced environment

Warmth \& Presence: Confident, professional communicator with excellent interpersonal skills, team management and pride in their work.

Problem‑Solving: Proactive approach with the ability to think strategically, resolving any issues calmly with colleagues, clients and stakeholders as they arise

Attention to Detail: High standards in daily presentations, reporting and external / internal communications

Collaboration: Able to work effectively with multiple stakeholders to achieve shared outcomes

Operational Agility: Comfortable managing varied tasks, shifting priorities and physical duties (including luggage handling)

Digital Fluency: Competent with basic IT systems including Microsoft Office email, Word, PowerPoint, Excel, Oracle etc)

Experience

Previous experience in a customer‑facing or hospitality role delivering premium service

Previous experience leading a shift-based team on a 24 hr roster in a complex operating environment.

Strong commercial awareness with a sharp focus on customer‑retention

As a brand ambassador for Platinum VIP, take personal responsibility to uphold the highest standards of professional and personal appearance

Full Category B driving licence

Flexibility to support operational requirements, including shift work or OT as needs be

We're an airport industry leader with operations in four continents and over 3000 employees working together to ensure we deliver the best services for all our customers globally. We are a fast paced, energetic and diverse company. Offering careers that range from IT, Finance, Technical, Airport Operations to frontline security and customer focused roles and many more. Whether you are starting your career or looking for your next move, we have lots of great opportunities to choose from.

Dublin Airport is Ireland's main international gateway with over 28 million passengers in 2022. The airport is investing in a significant capital investment programme over the next few years and there will be opportunities across a wide range of positions as the airport looks to shape its future.

We are a fast paced, energetic and diverse company. Offering careers that range from IT, Finance, Regulation and Planning, Technical, Airport Operations, Commercial and Marketing to Frontline Security and customer focused roles and many more. Whether you are starting your career or looking for your next move, we have lots of great opportunities to choose from.