We are recruiting for Lounge Services Duty Supervisor based in Singapore.
The selected candidate will assist in overall functioning of day-to-day operation and services of the lounge. Reports problems arising and potential situation that may lead to dissatisfaction of both customer and employees to the management, attempts to resolve issues as and when they occur within the lounge.
Accountabilities
- Liaise with the airport ground services team regarding information updates about premium passenger numbers, daily requirements, special guests.
- Liaise with local airport authorities regarding policies, procedures, safety updates, special activities, etc.
- Liaise with respective service providers within the lounge regarding manpower provided, conducting tasks like performance management, training and developing the individuals as per Qatar Airways standards.
- Supervises and participates in daily operations as per Standard Operating Procedures (SOP) relevant to unit in which assigned.
- Manage conflict resolution and facilitate service recovery situations with customer.
- Supervise the daily operation of the lounge, making sure that excellent Customer Service Experience is provided to all customers within the lounges inclusive of Food and Beverage services, Front of House and other related services are delivered in a comprehensive manner.
- Manage passenger data and render appropriate services such as checking onward flight connections or amending / updating details by managing appropriate IT systems accordingly.
- Prepare and provide daily, weekly or monthly reports based on lounge usage and services utilized by customer within the lounge to higher management.
- Evaluate services provided within the lounges and provide feedback to the management based on customer suggestions and advice.
- Order suppliers required to carry services within the lounges on a regular basis as per approved budgets and forecasts.
- Provide assistant to customer, employees and contractors on occupational health and safety, within the lounge, provide services and notify authorities accordingly in case of major incidents.
- Supervising quality of products and services offered to passengers as per SOP’s and QR standards.
- Assessing customer complaints and queries as per Qatar Airways Policies and Procedure received within the lounge and either resolve it or escalate it to the appropriate department.
- Create preventative measures in order to avoid recurrent occurrences.
- 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. Together, everything is possible
Qualifications
- High School Qualification with minimum 3 years of job-related experience
- Must be able to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills.
- Must be able to train and develop subordinate’s skills. Ability to foster teamwork among team members.
- Must be able to demonstrate effective communication skills, both verbal and written.
- Must be able to make decision independently and support own positive thinking.
- Customer-oriented and understanding of needs of multicultural working/operating environment.
- High level of interpersonal skills with the ability to motivate and promote positive team working environment.
You must have the legal rights to live and work in Singapore to be considered for this role.
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.
