Customer Experience
22 hours ago
The Manager HIA Lounges is responsible for the planning and organization of all features within the HIA Lounges; the responsibilities entail planning, management and delivery of a variety of food and beverages services as well as catering to front of house operations within the lounges. The role will monitor customer service levels and sales through regular reviews of customer preferences in order to establish the unit as a quality service provider thereby generating substantial revenues for Qatar Airways; this includes other relevant lounges within QR as specified by the management.
Key accountabilities for the role includes:
**Operational
**Develops policies and procedures to enhance service delivery reflecting the state-of-the-art techniques, equipment and terminology within the specified areas of the lounges. Conducts benchmarking within the Global market to be able to propose the best business model to stay ahead of competition. Creates continual and sustainable road map for customer related enhancements. Provides solutions to service related issues and problems faced by staff within the Lounges in a timely manner. Responsible for the reporting and analytics on performance of the Lounges and its key deliverables. Manages work output to meet the agreed standard of quantity, quality, cost and time. Organizes resources effectively and co-ordinate necessary activities to ensure efficient and risk free operations within all areas of HIA Lounges.
**Service**
HIA Lounges are a leading QR product showpiece. This role will ensure the service standards are maintained 5-star level at all times.
**Stakeholder Management**
Key link between the Airport authorities and external agencies. Ensures effective and efficient communication between team members throughout the Lounges operations. Maintains effective communication with external and internal stakeholders, including outsourced services such as cleaning agencies and maintenance personnel of the Lounges.
**Budget and Business Plan**
Prepares the annual business plans whilst ensuring that the Department operates within allocated budget. Proposes and implements productive workforce strategy. Monitors expenditures against approved levels on regular basis. Reviews and justifies significant variances in budget and implements effective performance and cost control.
**Management and Leadership**
Provides efficient leadership skills and promotes positive teamwork. Monitors and addresses people development, succession planning, operational performance and business growth requirements. Establishes the Department’s or Team’s objectives and priorities to align with and support business objectives. Regularly evaluates the department or team objectives, plans, procedures and practices and makes appropriate changes if required.
**Qualifications**:
You have Bachelor's degree or equivalent with 8 years of job-related experience; you also have good understanding of airline lounges services with expertise on food and beverage management, sound financial management skills and operational management of a large catering/lounge/F&B operation. You have strong knowledge of Food & Beverage Management from recognized 5-star background, knowledge of hospitality Premium products and of airport/airline operations. It is essential to have managerial and coaching skills, creative and analytical thinking, attention to details and self-motivation.
You are able to work in a highly pressurized working environment with high volume activities. You have previous experience in engaging with a diverse workforce and a proven record of accomplishment of developing action plans and measuring its success. You have excellent written and verbal communication skills. You must be able to challenge others to manage change creatively, implement new approaches and encourage continuous improvement within your areas.
You must have good managerial skills with the ability to delegate work, set clear direction and manage workflow. You are able to work under pressure and within tight timeframes and deadlines. You have exceptional people values, very adept at bringing out strengths in others. You inspire and motivate teams and individuals to meet the organization's vision and goals. You have the ability to provide a conducive work place that fosters the development of others, facilitates cooperation and teamwork. You have strong service orientation and cross cultural awareness.
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