Operations Manager - Qatar Airways Holidays

Qatar Airways

Doha, Qatar

Ref: GP388-773

Job description / Role

Employment: Full Time

Operations Manager - Qatar Airways Holidays - Doha

Qatar Airways Holidays currently have an exciting opening for an Operations Manager, which be a vital role within the leadership team of the organisation.

Responsible for the management of the operations of Qatar Airways Holidays. The Manager Operations will ensure that the daily business of the division, its outstations and implants are performing according to company procedures and policies, and achieving outstanding customer satisfaction through all QRH touchpoints. The jobholder will be responsible for sales performance of the Operations team in Qatar.

Operational
- Ensure the operations of QRH and its outstations and implants are run with the highest quality of service to customers and in line with the company policies and procedures.
- Responsible for all QRH offices in Qatar and outstations (currently 7)
- Responsible for all HR matters, including training, staff development, performance management of the team.
- Responsible for monitoring system performance, identifying enhancements for development, in coordination with QRH Systems Manager.
- Tasked with implementing a culture of continuous improvement within the operations team.
- Responsible for instilling a sales culture amongst the Operations staff.
- Provide feedback and reports to the Senior Manager on unit performance and proposed enhancements for the success of the business unit.
- Setting and monitoring service standards be it waiting times, turnaround and accuracy of response. Performance measures to be implemented.
- Responsible for staff deployment based on business needs and touchpoint requirements
- Achieve 100% system usage for single destination bookings.
- Responsible for developing, implementing & monitoring department procedures and achieving 100% compliance.
- Achieve 99,8% error free rate for all transactions and accounting procedures.
- Responsible of achieving a 95% employment target.
- Undertake station visits at least twice per year.
- Quarterly meetings to be held for outstations staff.
- Responsible for all customer related matters

Management and Leadership
- Establish the department or teams objectives and priorities to align with and support business objectives.
- Regularly evaluate the department or teams objectives, plans, procedures and practices and makes appropriate changes if needed.
- Oversee and supervise employees.
- Direct daily activities, recruit, train, develop and discipline to ensure a high standard of service delivery.

Development & Management
- Take responsibility for own ongoing personal development and growth of expertise.
- Train and develop other employees, for succession planning and risk management.
- Assist in the response to any emergency or a major operational disruption affecting Qatar Airways or its subsidiaries, including support of the Qatar Airways Special Assistance Program.
- Other duties and responsibilities as requested by Management.

Requirements

- Expert - minimum 7 years of job-related experience required

Preferred
- Previous work experience in a travel agency or tour operator at a supervisory or management level
- Retails sales experience
- Online retail experience
- Call centre management experience
- Technical experience (systems)
- People management

Job Specific Skills:
- Managerial skills.
- Ability to delegate work, set clear direction and manage workflow.
- Strong mentoring and coaching skills.
- Ability to train and develop subordinates skills.
- Ability to foster teamwork among team members.

About the Company

Qatar Airways is proud to be one of the youngest global airlines to serve all six continents, and thanks to our customers’ response to our offerings, we are also the world’s fastest-growing airline. We connect more than 150 destinations on the map every day, with a fleet of the latest-generation aircraft, and an unrivalled level of service from our home and hub, the Five-star airport, Hamad International Airport in Doha, the State of Qatar.

Travel today involves a mix of short, medium and long-haul segments, with more people travelling than ever before. With the breadth of network coverage today, virtually no destination is unreachable. This is why the commitment to service is paramount; as our guests are travelling farther and more frequently than ever before, the experience on board is an important part of the journey itself.

Since our launch in 1997, Qatar Airways has earned many awards and accolades, becoming one of an elite group of airlines worldwide to have earned a 5-star rating by Skytrax. Voted Airline of the Year by Skytrax in 2011, 2012, 2015 and most recently in 2017, Qatar Airways has won the confidence of the travelling public. We have accomplished these goals by focusing on the details – how we run the business, and how you experience our airline.

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HR Coordinator / salaries in UAE

Average monthly compensation
AED 6,000

Breakdown available for industries, cities and years of experience