HIA Lounges Manager

About the Role

Responsible for all commercial elements of lounges, including customer experience, lounge opportunity evaluation, membership pricing/strategy, access policies, product strategy and food and beverage strategy. Also, responsible for overseeing daily operations in all HIA QR lounges, ensuring standards and procedures are followed, a safe work environment is maintained, and company values are achieved by all staff. Manage a team of associates to deliver the senior management vision and strategy that aligns with the company’s vision. Ensure effective coordination with internal and external airport agencies and authorities to assure delivery of highest standard of services.

Responsibilities

• To develop new and innovative projects by regularly analyzing customer feedback and review product quality and standards with constant research for raising level of standard.
• To 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 product 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 procedure/processes for achieving departmental and company targets by developing the required skills in time bound manner. Assists the Line Manager in developing policies and procedures to enhance and ensure strict quality procedures are followed, continually update written policies and procedures to reflect state-of-the-art techniques, equipment and terminology within specified areas of the lounges.
• Support on operational/administrative issues with the Manager HIA Lounges in order to enhance standard of productivity and service deliveries matching Qatar Airways 5 star set standards.
• Investigate and conclude the incident or accident 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 Manager HIA Lounges on irregular lounge operations, in advance when possible and as soon as the situation arises, ensure operations are running smoothly.
• Constantly strive to upgrade the product and services quality to uplift the existing product by:
• Upgrading table set ups and introduce exclusive placemats for individual restaurants.
• Introduction of mocktails / cocktails of the month, theme menus.
• 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:
• New equipments [e.g. glasses] introduction for a particular upgrade.
• Planning/ forecasting the requirement, followed by ordering and selection to ensure durability, followed by on the job training for operational staff and finally implementation with an SOP [for accountability] on managing breakages and issuance.
• Identify benchmarks within the airline/service industry and developing concepts to raise the service delivery level implementing customer service enhancements.
• Review Standard Operating Procedures (SOPs) on a regular basis and adopt necessary changes for smooth operations in the passenger terminal.
• Establish measurable Key Performance Indicators for the section in accordance to 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.

Be part of an extraordinary story

Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community. Our best is here and still to come. To us, impossible is only a challenge.

Join us as we dare to achieve what’s never been done before.

About you

Essential 

• Relevant College or University qualification to min bachelor’s level
• Minimum 7 years of job-related experience required.
• Experience in a Luxury hotel / Airport Lounges or similar establishment.
• Previous management of a Front Office / Food and Beverage experience in a 5-star environment will be an added benefit.

Preferred

• Hospitality background / Hotel experience.
• Managerial level.
• GCC experience.

About Qatar Airways Group

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before. So whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination.

Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.