Lounge Services Duty Officer

About the Role

Qatar Airways is establishing its lounge experience in Jeddah, Makkah, Saudi Arabia, and is seeking a Lounge Services Duty Officer to join the inaugural team. This full-time position involves delivering hospitality services to premium customers and maintaining service standards within the lounge. The role focuses on operational efficiency, customer service delivery, and ensuring a seamless experience for passengers.

Key Responsibilities

• Assign duties to staff in specific lounge areas to optimize operational efficiency and service delivery.
• Monitor daily manpower requirements and workforce utilization.
• Guide employees on passenger touchpoints to ensure seamless product and service provision.
• Oversee daily reporting and administrative activities, including quality assurance and HACCP auditing.
• Manage service providers and coordinate with Qatar Airways Ground Services and airport authorities for smooth lounge operations.
• Support the lounge team in achieving accountabilities, ensuring they are briefed on customer service and standard maintenance.
• Liaise with relevant departments before shifts to ensure smooth lounge management.
• Address customer complaints directly, identify problem areas, and provide service recovery options.
• Investigate operational discrepancies and complaints, recommending courses of action to the Line Manager.
• Communicate, coordinate, and implement improvement projects designed by airport senior management.
• Manage passenger activities during shift operations, addressing scenarios such as denied boarding, re-routings, flight delays, and other recovery needs.
• Assist in responding to emergencies or major operational disruptions affecting Qatar Airways.
• Act as an ambassador for Qatar Airways, ensuring premium passengers receive a seamless lounge experience.
• Monitor quality assurance requirements, HACCP compliance, and operational reporting.

Qualifications and Experience

• Bachelor’s Degree or equivalent with a minimum of 3 years of job-related experience, OR
• High School Qualification / Vocational Qualification / Diploma or equivalent with a minimum of 4 years of job-related experience.
• Previous experience in an airport or airline environment is preferred.

Required Skills

• Demonstrated motivational leadership, delegation, and mentoring abilities.
• Ability to manage multiple projects or issues concurrently.
• Strong multi-tasking skills and confidence in prioritizing tasks related to safety, efficiency, and premium service delivery.
• Excellent spoken and written communication skills for preparing and presenting reports and schedules.
• Strong interpersonal skills for facilitating relationships with decision-makers.

Work Environment

This role is based in Jeddah, Makkah, Saudi Arabia, and operates within a fast-paced environment. The position requires a commitment to delivering exceptional guest experiences as part of the Qatar Airways team.