Lounge Operations Supervisor

2 months ago

Singapur, Singapore Qatar Duty Free Full time

Join our team as a Lounge Operations Supervisor.

The chosen candidate will play a vital role in overseeing the daily operations and services of the lounge. This position involves addressing issues that may arise and proactively managing situations to ensure satisfaction for both customers and staff.

Key Responsibilities:

· Collaborate with the airport ground services team to stay updated on premium passenger counts, daily needs, and special guests.

· Communicate with local airport authorities regarding policies, procedures, safety updates, and special events.

· Work closely with service providers within the lounge to manage staffing, performance evaluations, training, and development in alignment with Qatar Airways standards.

· Supervise and engage in daily operations according to the Standard Operating Procedures (SOP) relevant to the assigned unit.

· Handle conflict resolution and facilitate service recovery for customers.

· Oversee the lounge's daily operations, ensuring that an exceptional Customer Service Experience is delivered, including Food and Beverage services, Front of House, and other related offerings.

· Manage passenger information and provide necessary services such as checking onward flight connections or updating details through appropriate IT systems.

· Prepare and present daily, weekly, or monthly reports on lounge usage and services provided to upper management.

· Assess the services offered within the lounges and provide constructive feedback to management based on customer insights and recommendations.

· Order necessary supplies to maintain lounge services regularly, adhering to approved budgets and forecasts.

· Assist customers, employees, and contractors with occupational health and safety matters within the lounge, ensuring services are provided and authorities are notified in case of significant incidents.

· Ensure the quality of products and services provided to passengers aligns with SOPs and Qatar Airways standards.

· Address customer complaints and inquiries in accordance with Qatar Airways Policies and Procedures, resolving issues or escalating them to the appropriate department as needed.

· Develop preventative strategies to mitigate recurring issues.

· Perform additional departmental duties related to the position as directed by the Head of the Department.

Be part of an extraordinary journey

Your skills, creativity, and ambition are valued here. You will find numerous opportunities to grow and tackle significant challenges that will enhance your skills and experience. Join us in shaping the future and building the life you desire while being part of a global community. Together, we can achieve remarkable things.

Qualifications

Requirements

· High School Qualification with a minimum of 3 years of relevant experience.

· Ability to delegate tasks, provide clear direction, and manage workflow effectively. Strong mentoring and coaching capabilities are essential.

· Experience in training and developing team members' skills, fostering teamwork among colleagues.

· Demonstrated effective communication skills, both verbal and written.

· Ability to make independent decisions and maintain a positive outlook.

· Customer-focused with an understanding of the needs of a multicultural working environment.

· High level of interpersonal skills, capable of motivating and promoting a positive team atmosphere.

Candidates must have the legal right to live and work in Singapore to be considered for this role.

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