Customer Services Duty Manager (HUB Operations)

Job description / Role

Customer Services Duty Manager (HUB Operations) - Qatar Airways - Doha

The Customer Services Duty Manager will pro-actively manage Qatar Airways passenger services operations and maintain the smooth running of the terminals on shift basis. In this role, you are responsible for the overall management of your shift with focus on the relevant Key Performance Indicators and 5-star service delivery. You will ensure punctuality and safety of all Qatar Airways Operations.

Specific accountabilities include:
• Participates in customer services strategy formulation pertaining to Doha Airport.
• Oversees and manages all terminal staff.
• Ensures adequate staffing levels are maintained per shift.
• Ensures adherence to company's Standard Operating Procedure with Safety and Security as foremost priority.
• Fosters excellent teamwork and team spirit within Doha Hub team members.
• Makes decisions, recommendations and take action pertaining to operations and uses unbiased rational approach to generate solutions.
• Liaises with Hamad International Airport (HIA) personnel and other airport agencies on operational issues.
• Handles all QR flights within the shift and ensures that proper hand over are done to the following Duty Manager.

Requirements

You have Bachelor's degree with 5 years of job-related experience. You will have Airport Operations background and has managed a multi-cultural team. You are knowledgeable on airport processes and technical requirements. You must have good knowledge of the Standard Operations Procedure (SOP) and confident to make quick decisions.

You have good leadership capability to manage and meet development objectives of your team members as well as creating a high performing and collaborative team environment. You have strong communication skills with the ability to interact/communicate within all levels of the organization.

You are a people person with passion to deliver 5-star service to the customer. You are good in problem-solving, can thrive on pressure and organize.

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.