HIA Lounges Manager

About the role:

Qatar Airways are pleased to announce an incredibly exciting opportunity to join our Lounges team as a HIA Lounges Manager who will manage a safe work environment and cost‑effective operation by liaising with service suppliers and stakeholders to ensure QR customer service standards are met or exceeded at all times. Ensure high quality of service is maintained which surpasses competitor standards by managing the operations smoothly to ensure internal and external customer needs are met.

Work along with commercial sales and lounges team to ensure overall revenue of the business is achieved. Manage duty managers/officers by ensuring standards and procedures are followed while all company values are achieved by all staff through robust performance management strategies. Ensure effective coordination with internal and external airport agencies and authorities to assure delivery of highest standard of services.

Deliver the Senior Management vision and strategy that aligns with the company’s vision.

• Suggest new and innovative projects to the Management by regularly analyzing customer feedback and by reviewing product quality and standards. Constantly strive to upgrade the product and services quality to uplift the existing standards.
• Ensure that all approved enhancements concerning Lounge infrastructure, facilities, training and skill development of staff and service delivery standard, are to be achieved within the laid down time under budgetary allocation. Identify departmental training needs and the implementation of training programs to ensure employees are well trained to provide exceptional services to customers.
• Manage lounge operations, along with ensuring that products and services offered to the customers are reviewed as per Standard Operating Procedures (SOPs) on a regular basis and adopt necessary changes for smooth operations.
• Constantly plan and review the laid down procedures/processes for achieving departmental and company targets by developing the required skills in a time bound manner.
• Assist Line Manager in developing policies and procedures to enhance and ensure strict quality procedures are followed, continuously update written policies and procedures to reflect state‑of‑the‑art techniques, equipment and terminology within specified areas of the lounges.
• Support department and line manager with operational/administrative issues in order to enhance standard of productivity and service deliveries matching Qatar Airways’ 5 star set standards.
• Investigate and conclude incidents or accidents report in most judicious manner and compile a report as lay down under group directives.
• Manage crisis management program in the event of incident or accident and be fully familiar with the local emergency response plan through regular trainings and constantly evaluate for further improvement in regular manner. Report to line manager on irregular lounge operations, in advance when possible and as soon as the situation arises, ensure operations are running smoothly.
• Establish standard controls that assure a high level of quality control and consistency to mainly develop and implement processes within lounges for new services and service standards through CDMS, Standard Operating Procedures (SOPs), evaluations, workshops and meetings.
• Identify benchmarks within the airline/service industry and develop concepts to raise the service delivery level implementing customer service enhancements.
• Establish measurable Key Performance Indicators for the section in accordance with the set of business targets given for the financial year.
• Perform other department duties related to his / her position as directed by the Head of the Department.

About You:

High School Qualification / Vocational Qualification / Diploma or Equivalent (Type of Diploma Based on Role) with Minimum 7 years of job‑related experience OR Bachelor’s Degree or Equivalent with Minimum 6 years of job‑related experience.

• Minimum 6 years of job‑related experience in a Luxury hotel/Airport Lounges or in a similar establishment
• Previous management of a Front Office
• Practical and technical knowledge
• Command of…