Job Description
Ensure that all Lounge services such as Food and Beverage, Front of House operations, Maintenance, Housekeeping are taken care of / provided to customers which are of high quality and are delivered as per Qatar Airways Standard Operating Procedures (SOP) within all assigned areas of Outstation Lounges. Organise resources effectively by coordinating necessary activities to ensure efficient, productive and risk free operation as per allocated shifts. Provides effective leadership and promotes positive teamwork within lounge operations. Communicates constantly with lounge teams and other stakeholders, assist in overall functioning of day-to-day operation and services of the lounge. Reports problems arising and potential situation that may lead to dissatisfaction of both customer and employees to the management, attempts to resolve issues as and when they occur within the lounge.
Your main responsibilities in this role include the following:
Duties and Responsibilities
Liaise with the airport ground services team regarding information updates about premium passenger numbers, daily requirements, special requests.
Liaise with local airport authorities regarding policies, procedures, safety updates, special activities, etc…
Liaise with respective service providers within the lounge regarding manpower provided, conducting tasks like performance management, training and developing the individuals as per Qatar Airways standards.
Supervises and participates in daily operations as per Standard Operating Procedures [SOP] relevant to unit in which assigned
Manages conflict resolution and facilitate service recovery situations with customer
Supervise the daily operation of the lounge, making sure that excellent Customer Service Experience is provided to all customers within the lounges inclusive of Food and Beverage services, Front of House and other related services are delivered in a comprehensive manner.
Manage passenger data and render appropriate services such as checking onward flight connections or amending / updating details by managing appropriate IT systems accordingly.
Prepare and provide daily, weekly or monthly reports based on lounge usage and services utilised by customers within the lounge to higher management.
Evaluate services provided within the lounges and provide feedback to the management based on customer suggestions and advice.
Order supplies required to carry services within the lounges on a regular basis as per approved budgets and forecasts.
Provide assistance to customer, employees and contractors on occupational health and safety, within the lounge, provide services and notify authorities accordingly in case of major incidents.
Supervising quality of products and services offered to passengers as per SOP’s and QR standards.
Assessing customer complaints and queries as per Qatar Airways Policies and Procedures received within the lounge and either resolve it or escalate it to the appropriate department.
Create preventative measures in order to avoid recurrent occurrences.
Perform other department duties related to his/her position as directed by the Head of the Department.
Job Requirements
Grade 5: High School Qualification / Vocational Qualification /Diploma or Equivalent (Type of Diploma Based on Role) with Minimum 3 years of job-related experience
OR With a Degree: Grade 5 : Bachelor’s Degree or Equivalent with Minimum 2 years of job-related experience
Preferred Bachelor Degree, Customer Service or People Management related.
Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills.
Ability to train and develop subordinate's skills. Ability to foster teamwork among team members.
To be able to demonstrate effective business like communication skills, both verbal and written.
To be able to make decision independently and support own positive thinking.
Genuine service/people focused attitude and understanding of needs of multicultural working/operating environment.
High level of interpersonal skills with the ability to motivate and promote positive team working environment.
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