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About this role
<p>JOB DESCRIPTION</p> <p> </p> <p>Position Title: Lounge Development Manager NDIA DIA<br />Reports to: Manager Hospitality Services<br />Department: Premium Terminal & Lounges<br />Location: Doha International Airport, Qatar<br /> </p> <p>1. JOB PURPOSE:<br />To manage resources effectively and co-ordinate necessary activities to ensure efficient, productive and risk free operation throughout the assigned unit.<br />This includes Premium Terminal, Gold and Silver Lounges, Premium Arrivals Lounge and VIP Lounge. Overseeing the service standard and service delivery for the entirety of the business unit.<br />To oversee the transition from existing lounges at DIA to NDIA. Develop concepts and service flows for each one of the 16 new lounges.</p> <p> </p> <p>2. ACCOUNTABILITIES:</p> <p>Operational<br />? Plan, resource and manage daily operations as per the standard operating procedures and 5 star service levels.<br />? Provide management assistance and active leadership to entirety of the operations.<br />? Communicate effectively with all areas of the operation.<br />? Conduct and be actively involved in daily team briefings.<br />? Ensure visual appearance of the operational is of the highest standard by regular monitoring.<br />? Liaise and build positive relationships with other internal departments and external agencies where applicable.<br />? Manage conflict resolution and facilitate service recovery situations with passengers.<br />? Ensure adequate staffing levels are maintained per shift.<br />? Actively promote positive teamwork within the department.</p> <p> </p> <p>Management & Leadership<br />? Establish the department or teams objectives and priorities to align with and support business objectives.<br />? Regularly evaluate the department or teams objectives, plans, procedures and practices, and makes appropriate changes if needed.<br />? Oversee and supervise employees. Direct daily activities, recruit, train, develop and discipline to ensure a high standard of service delivery.<br />? Manage grievances and general people issues.<br />? Ensure frequent and effective communication of all pertinent information to team members.<br />? Provide positive and effective leadership Lounges team while acting as an ambassador for Qatar Airways to external and internal parties.<br />? Actively monitor and provide staff performance related feedback to Manager Hospitality Services.<br />? Motivate and inspire staff to improve performance, to achieve and exceed set objectives.</p> <p> </p> <p>Continuous Improvement<br />? Identify and communicate opportunities to improve efficiency and quality of daily operation.<br />? Take a proactive approach to assist with the implementation and communication of change initiatives.<br />? Positively support and promote changes and improvements to business processes</p> <p> </p> <p>Cost & Resource Management<br />? Effective roster implementations and supervision of Days in Lieu/Overtime allocation with minimum risk to daily operation.</p> <p> </p> <p>JOB DESCRIPTION</p> <p>? Ensure adequate and effective resources are available on shift.<br />? Work closely with QACC to review menus and products available (including beverage) in the lounge to ensure cost efficiencies<br /></p> <p>Performance Management<br />? Establish expectations of the Lounge Manager role, both technically and behaviourally.<br />? Provide on job performance monitoring and coaching to enable individuals to understand their current competency level and expected level of work performance.<br />? Identify training needs, implement training programmes and assist staff with their individual training.<br />? Implement and assist staff with development plans.<br />? Monitor and address staff grooming standards as per department grooming guidelines.<br />? Monitor and address staff attendance and punctuality.<br />? Monitor research and respond to staff issues and inquiries.<br />? Plan and conduct performance appraisals.<br />? Assist Senior Manager PT & AMS in relation to staff disciplinary matters<br />? Train Qatari staff in the duties above.<br />? Perform other department duties related to his/her position as directed by the Head of the Department.</p> <p> </p> <p>3. QUALIFICATIONS, EXPERIENCE, & SKILLS:</p> <p> </p> <p>Qualifications:<br />Essential<br />? Bachelor's degree<br />? A formal qualification in hospitality business management is an advantage</p> <p> </p> <p>Previous Experience:<br />Essential<br />? Expert - minimum 7 years of job-related experience required<br />? Experience in a premium hospitality/service environment with FOH/Guest Service as principle accountability<br />? Previous experience in a leadership role preferably within premium hospitality/airline/airport/service<br />? Demonstrated ability to manage relationships at all levels<br />? Demonstrated administrative, innovation and technological ability<br />? Experience with pre opening hotel or other luxury outlet<br />? Managing large teams of people. Managing multicultural environment.<br />? Hotel Department Head, Airline Lounge Manager</p> <p> </p> <p>Job Specific Skills:<br />Essential<br />? To be able to demonstrated natural leadership skills, administrative and technological ability<br />? To be able to establish and manage business like relationships at all levels<br />? To be able to demonstrated effective business like communication skills, both verbal and written<br />? To be able to make decision independently and support own positive thinking<br />? To be able to analysis situations and provide effective solutions and suggest/implements methods to prevent repetitions<br />? Genuine service/people focused attitude and understanding of needs of multi cultural working/operating environment.<br />? High level of interpersonal skills with the ability to motivate and promote positive team working environment<br />? To be able to implement, drive, adapt and manage changes<br />? High level of versatility and to be able to adapt many varied needs of the operations/people<br />? Creative and analytical thinking ability<br />? To be able to recover services where while providing alternative solutions<br />? To be able to organized own workload and others work independently</p> <p> </p> <p>JOB DESCRIPTION<br />? To be able to manage time while prioritizing tasks</p> <p> </p> <p>4. COMPETENCIES:<br />? Adaptability and high level of versatility.<br />? Impeccable attention to details.<br />? Confident businesslike approach towards work.<br />? Genuine leadership ability.<br />? Integrity.<br />? Effective interpersonal skills.<br />? Proactive and assertive.<br />? To be able to think independently and creatively.<br />? Result driven.<br />? Safety oriented.<br />? Empathetic to needs of multi cultural community.<br />? Willing to share knowledge.</p> <p> </p> <p>5. JOB DIMENSIONS:<br />Organisational Accountability<br />? Reports to Grade 10<br />? Local accountability</p> <p> </p> <p>Managerial & Supervisory Accountability<br />? Manages a department within a division<br />? Supervises non-managers and professionals</p> <p> </p> <p>Leadership & Strategic Accountability<br />? Interprets policy and develops strategic plans<br />? Develops department strategy</p> <p> </p> <p>Financial Accountability<br />? Part management of operating budget<br />? Value $5,000,001 - $10,000,000<br />? Approves expenditures<br />? Value $500,001 - $1,000,000<br />? Non revenue generating role - contributes to company revenue<br />? Value $0<br />? Additional financial targets - Lounges operating budget</p> <p> </p> <p>Customer Accountability<br />? Interfaces with customers inside QR Group<br />? Interfaces with operational teams</p> <p> </p> <p>Freedom to Act Independently<br />? Operates with significant autonomy</p> <p> </p> <p>Number of Staff Supervised:<br />Direct Reports:7<br />Indirect Reports: 312</p> <p> <br />About Qatar Airways<br />Qatar Airways is the only Middle Eastern airline to hold a coveted 5-Star rating from Skytrax and is one of the fastest growing carriers in the world today. We are based in Doha, the capital of Qatar, where the East meets the West in one of the most rapidly developing and exciting cities in the region.<br /> <br />How To Apply</p> <p>Please click on the Apply button below and create an account. To help us ensure we select the right candidates for interview please fill in the online application form, upload your CV and create a covering letter, focusing on why you are the right person for the job.<br />For more information on Qatar Airways please visit www.qatarairways.com/careers <br /></p> <p></p>