Overview
Duty Manager HIA Lounges Jobs in Doha, Qatar at Qatar Airways
About The Role
In this position, the successful candidate will be responsible for the daily operation of all areas within Hamad International Airport Lounges. The primary function is to manage customer movement, ensure smooth management, and oversee concerns and complaints of all premium customers. Responsibility extends to managing the Front of House, Food & Beverage, and coordinating with Support Service teams for maintenance and upkeep of lounge facilities while ensuring customer impact is limited.
Coordinate with other stakeholders, not limited to but including, HIA, MOI, HR, GS HUB, Finance, POD, and Customer Affairs. The execution of job tasks and responsibilities should benefit the Customer within all HIA Lounges.
Key Accountabilities
Ensure products and services offered to customers as per Qatar Airways standards and in line with the country’s customs and practice.
Support line manager in terms of staff allocations and ensure effective assignment of staff in order to deliver smooth services to customers.
Ensure close coordination with Food & Beverage Managers and Duty Officers.
Attend management meetings along with the Line Manager in order to discuss general issues faced and provide input with solutions to operational challenges that may ultimately have apositive impacton customers within assigned areas of the business.
Assist in setting key performance indicators for relevant employees in coordination with the Line Manager and Performance Specialist, etc., in order to deliver a high level of service and appropriate execution of lounge operations.
Arrange, deliver, and improve daily briefings by detailing and discussing areas of concern and how they can be rectified, ensuring all employees are specifically trained and skilled in order to run a successful lounge. Liaise with relevant stakeholders (Support Services, HIA, etc.) and ensure proper and systematic maintenance and cleaning of equipment within the lounge is carried out as per SOPs.
Ensure high levels of attention and detail are provided to customers in line with Qatar Airways standards and procedures and as per expectations of areas and standard of service.
Maintain the highest standards and quality of service in line with SOPs and the Qatar Airways vision, mission, and values.
Execute service recovery as and when required in order to alleviate issues faced by customers when accessing lounge services.
Manage customer concerns and complaints in a professional and proficient manner and provide solutions to rectify issues instantly with desired effective results, keeping the Line Manager informed of all such instances.
Conduct weekly lounge inspections to identify and mitigate operational concerns, preparation of Bulletins and Briefing notes, Update CDMS and SOPs.
Organize one safety walk with OHS team, identify hazards and zero safety and security instances, ensure 100% compliance with OHS standards in a month.
Ensure inventory (FOH Equipment such as scanners and IT Asset management) are tracked and there is no variance or missing equipment.
Perform other departmental duties related to his/her position as directed by the Head of the Department.
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Title: Duty Manager HIA Lounges
Company: Qatar Airways
Location: Doha, Qatar
Category: Management, Customer Service/HelpDesk
