Lounge Services Duty Officer – Singapore – Qatar Airways , Qatar

You will be responsible
to ensure that staff are assigned duties relevant to their specific assigned lounge. Guide employees and all touch points within check-in or relevant areas to provide seamless products and services.
Support Supervisors in the achievement of their accountabilities, ensuring that they are fully briefed and debriefed in relation to the provision of superior customer service and maintenance of standards, as per the standard operating procedures (SOP’s).

Deal with customer complaints directly by identifying problem areas, provide quick service recovery options in case of service or product failure in order to protect QR image and retain passengers, whilst balancing the operation requirement, revenue generation and customer service.
Play an active role in leading, communicating, coordinating and implementing plans of special improvement projects which are designed by airport senior management, and are geared towards improving the overall performance of staff within the respective lounges. ( i.e. change management ).
Ensure passenger management activities during the progress of shift operation by evaluating and addressing changing scenarios such as denied boarding options, re-routings, change of Aircraft, flight delays, passenger offloads, among other things.
Responsible to support resources during crisis situations, such as major flight disruptions, departure control system breakdowns, in order to safeguard operations, maintain Qatar Airways image and goodwill of passengers.

An ideal candidate will have a minimum of Bachelors Degree and 4 years of job-related experience.
Display excellent motivational leadership, delegation and mentoring in order to facilitate customer satisfaction.
Ability to work on several projects or issues simultaneously.
Exceptional multi-tasking skills and confident in prioritising tasks related to safety, efficiency and service delivery of Premium Services.
Excellent spoken and written communication skills for preparing and presenting reports and schedules.

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