Customer Experience

**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 & 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 vison 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.

**Specific responsibilities for the role include**:

- To develop new and innovative projects by regularly analysing customer feedback and review product quality and standards.
- To ensure that all approved enhancements and departmental training needs 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.
- Manage lounge operations, along with ensuring that product and services offered to the customers are reviewed as per Standard Operating Procedures (SOPs).
- 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 standards.
- Investigate and conclude the incident or accident report in most judicious manner and compile a report as laid 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 and report to Manager HIA Lounges on irregular lounge operations, in a timely manner to ensure operations are running smoothly.
- Constantly strive to upgrade the product and services quality to uplift the existing product
- 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.

**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.

Together, everything is possible

**Qualifications**:
**About you**
- Relevant College or University qualification to min Bachelor's level with a minimum of 7 years of job-related experience in a Luxury hotel / Airport Lounges or similar establishment.
- Human Resource and Financial management skills, and ability to coach, train and develop skills among team members.
- Previous Front Office / Food and Beverage Managerial experience in a 5-star environment within the GCC will be an added benefit.

**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.

**How to apply**: