Duty Officer - Hub Lounges

Job description / Role

Duty Officer - Hub Lounges - Qatar Airways - Doha

In this role, you will ensure that staff are briefed about their duties relevant to the specific lounge they are assigned to. You will plan the daily manpower requirements and the allocation of employees. and ensure that they are appropriate to optimise the utilization of the workforce. You will guide employees in all touch points within the relevant areas to provide seamless products and services. You will monitor the manpower resources in each areas and manage daily attendance including grooming standards for Front of House and Hub Lounges.

Specific accountabilities include:
• Support Duty Supervisors and colleagues to achieve targets and ensure they are briefed and debriefed in relation to provision of customer service based on SOP’s
• Support, coach, develop and motivate all team members and peers to build morale and ensure excellent discipline and grooming standards
• Support the Duty Manager - Lounges in establishing development plans for Supervisors and Frontline staff
• Investigate and action all operational discrepancies and complaints
• Effectively handle customer complaints directly by identifying problem areas, provide quick service recovery options in the case of service or product failure
• Liaise effectively with relevant departments before the start of a shift to ensure smooth management of Qatar Airways flights, liaising with internal entities (ie. Baggage services, Police, Immigration) in order to secure special arrangements to minimize customer complaints received and recommend course of action to respective Line Manager.

Requirements

To be successful in this role, you will need to hold a Bachelor’s Degree (or equivalent) and have at least 4 years of job-related experience. You will need to display superior managerial skills, excellent motivational leadership, delegation and mentorship ability, be able to process and work with confidential information and self-manage assignments. You will also have the ability to work on several projects or issues simultaneously and manage projects effectively and meet firm deadlines.

You will need to be fluent (written and spoken) in English to perform this role, have good interpersonal skills and creative problem-solving ability.

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.