HIA Lounges Manager

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 equipment's [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.