Lounge Services Duty Officer - Jeddah

About the Role

Be part of history as we introduce the Qatar Airways Lounge experience to Jeddah for the very first time.

We are looking for passionate and service-driven professionals to join our inaugural team as a Lounge Services Duty Officer. This is a unique opportunity to play a key role in delivering world-class hospitality, creating memorable journeys for our premium customers, and shaping the standards of excellence that define the Qatar Airways brand.

As a premier ambassador for Qatar Airways, you will meet, greet and attend to our passengers' needs throughout their lounge visit, ensuring a seamless and world-class travel experience. If you thrive in a fast-paced environment and are committed to exceptional guest experiences, we invite you to be part of this exciting new chapter.

In this role, you will ensure that staff are assigned duties relevant to specific areas of the lounge to optimize operational efficiency and customer service delivery. You will monitor daily manpower requirements and workforce utilization while guiding employees on all passenger touchpoints to provide seamless products and services. The role also includes overseeing daily reporting and administrative activities, including quality assurance and HACCP auditing, managing service providers, and coordinating closely with Qatar Airways Ground Services and airport authorities to ensure smooth and efficient lounge operations.

Accountabilities

• 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, as per the standard operating procedures (SOP’s).

• 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 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 off-loads, and other that would require recovery.

• Assist in the response to any emergency or a major operational disruption affecting Qatar Airways or its subsidiaries, including support of the Qatar Airways Special Assistance Program.

• Act as a premier ambassador for Qatar Airways by delivering exceptional customer service and ensuring premium passengers receive a seamless and memorable lounge experience throughout their journey.

• Monitor and support quality assurance requirements, HACCP compliance, and operational reporting to ensure adherence to company standards and regulatory requirements.

• Coordinate effectively with Qatar Airways Ground Services, airport authorities, and third-party service providers to ensure the smooth delivery of lounge services.

Be part of an extraordinary story

Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community. Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before. Together, everything is possible.