Premium Lounge Services Supervisor

2 months ago

Singapur, Singapore Qatar Duty Free Full time

Join our team as a Lounge Operations Supervisor.

The successful candidate will play a crucial 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 customer and employee satisfaction.

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 regulations, procedures, safety updates, and special events.

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

· Oversee 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.

· Ensure that the lounge operates smoothly, delivering an exceptional Customer Service Experience, 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 using appropriate IT systems.

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

· Assess the quality of services provided in the lounges and relay customer feedback to management for continuous improvement.

· Order necessary supplies to maintain lounge services in accordance with approved budgets and forecasts.

· Assist customers, employees, and contractors with occupational health and safety matters within the lounge, reporting major incidents to the relevant authorities.

· Monitor the quality of products and services offered to passengers, ensuring compliance with SOPs and Qatar Airways standards.

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

· Develop preventative strategies to minimize recurring issues.

· Perform additional departmental duties as assigned by the Head of the Department.

Be part of an extraordinary journey

Your skills, creativity, and ambition can flourish here. We offer limitless opportunities for growth and the chance to tackle significant challenges that will enhance your skills and experience. You have the opportunity to shape your future while being part of a global community. At Qatar Duty Free, we believe that every challenge is an opportunity. Join us in achieving what has never been done before. Together, we can accomplish anything.

Qualifications

Required Qualifications:

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

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

· Experience in training and developing team members' skills. A commitment to fostering teamwork is crucial.

· Excellent verbal and written communication skills.

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

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

· Strong interpersonal skills with the ability to motivate and promote a positive team atmosphere.

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

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