Lounge Services Duty Lead – Premium Guest Experience

Qatar Airways; Jeddah; On-site; SAR 89,000 - 134,000; Full time

Job summary

Qatar Airways is launching its inaugural lounge in Jeddah and seeks a dedicated Lounge Services Duty Officer to welcome premium passengers and oversee day-to-day lounge operations.

You will assign staff duties, monitor manpower needs, supervise service delivery, and coordinate with Ground Services and airport authorities to ensure a world-class experience. Strong leadership and communication are essential as you help shape our new presence.

Qualifications

• Bachelor's Degree or Equivalent with Minimum 3 years of job-related experience OR High School Qualification / Vocational Qualification /Diploma or Equivalent with Minimum 4 years of job-related experience.
• Previous experience in an airport or airline is highly preferrable.
• 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 prioritizing tasks related to safety, efficiency and service delivery of Premium Services.
• Excellent spoken and written communication skills for preparing and presenting reports and schedules.
• Excellent interpersonal skills for facilitating relationships with decision-makers.

Responsibilities

• Support the lounge team in the achievement of their accountabilities ensuring that they are fully briefed and debriefed in relation to their provision of superior customer service and maintenance of standards.
• Liaise effectively with relevant departments before the start of a shift to ensure smooth management of Lounge operations.
• 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.
• Investigate and action all operational discrepancies and complaints received from concerned departments and recommend course of action to respective Line Manager.
• Play an active role in communicating, coordinating and implementing plans of special improvement projects designed by airport senior management to improve staff performance.
• Ensure passenger management activities during shift operation by evaluating changing scenarios such as denied boarding options, re-routings, change of Aircraft, delays, passenger off-loads, and other recovery needs.
• Assist in the response to any emergency or major operational disruption affecting Qatar Airways or subsidiaries, including support of the Special Assistance Program.
• Act as a premier ambassador delivering exceptional customer service and ensuring premium passengers receive a seamless lounge experience.
• Monitor and support quality assurance requirements, HACCP compliance, and operational reporting to ensure adherence to standards and regulatory requirements.
• Coordinate effectively with Ground Services, airport authorities, and third-party service providers for smooth lounge service delivery.

Skills

Leadership

Customer Service

Communication

Multitasking

Education

Bachelor's Degree or Equivalent

High School / Diploma or Equivalent

Job description

Qatar Airways is launching its inaugural lounge in Jeddah and seeks a dedicated Lounge Services Duty Officer to welcome premium passengers and oversee day-to-day lounge operations.

You will assign staff duties, monitor manpower needs, supervise service delivery, and coordinate with Ground Services and airport authorities to ensure a world-class experience. Strong leadership and communication are essential as you help shape our new presence.