SUPERVISOR OF FRONT OFFICE

responsible for ensuring that all customers are offered the highest level of
hospitality during their travel experience at Hamad International Airport (HIA) .
The role is assigned within the different Hub Lounges in HI
ensure that company standards are maintained with regards to handling of
customers, grooming procedures, time keeping and training.
to organize resources effectively and coordinate necessary activities efficiently
to create a productive and risk free operations.
You will establish and utilise a professional working relationship in all areas of
communication and public relations within HIA Lounges especially in Front of House.

You will meet, greet, assist and extend necessary courtesy to Premium customers
align with the company standards.
You will provide information and guidance to the customers on flight schedules and
airline formalities.
You will attend to the customer needs and brief them about lounge facilities.
procedures for boarding and facilities available in the Lounges.
You will offer maximum attention and care to customers who requires special
handling, customers on delayed flights and denied boarding situations.
You will monitor usage and conditions of all items at the lounge for requirements,
maintenance and changes to ensure that the facilities are up to the standards.
You will report faults directly to the Department concerned.
In addition, you will ensure appropriate administrative records are maintained by
keeping documentation and relevant paperwork updated. You will comply with
corporate and department policies, procedures and standard operating procedures.

Supervise and participate in daily operations to ensure the team are delivering the
higheest standards of service to our customers
Provide positive and effective leadership to the entire team whilst acting as an
Ambassador for Qatar Airways to both internal and external parties
Identify and communicate opportunities to improve efficiency and quality of daily
operation
Implement effective rosters and supervise Days in Lieu and Overtime allocation with
minimum risk to daily operation
Ensure visual appearance of the operation is of the highest standard through
regular monitoring
Liaise and build positive relationships with other internal departments and
external agencies, where applicable
Manage conflict resolution and facilitate service recovery situations with guests
Provide on-job performance monitoring and coaching to enable individuals to
understand their current and expected competency level

As Front Desk Supervisor you will

ensures all guests who visit the hotel receive a level of service and hospitality
that exceeds their expectations by giving an added value experience through
attention to details and continuous customer focus.
You will handles all systems and procedures connected with Front desk; check-in,
check out, cashiering, night reception functions, auditing functions, luggage
handling, hotel and city information, guest etiquette and other allied Front Office
tasks. Also, to provide regular On Job Training on Front Office techniques and
operating systems i.e. Opera.
You will be actively involved in leading and coaching the team towards achieving
the highest levels of exceptional Guest service and colleagues results through the
application of all corporate and property standards and policies.

QUALITIES
Exposure to multi-cultural environment,
good personnel development skills including team building, hands on approach to the
daily operation and good communication skills in spoken/written English with
proficiency in advanced computer applications are essential requirements of the
job.
Knowledge of Arabic language is an advantage.

Candidate with excellent knowledge in Opera operating system will be only consider
for this job.
Previous leadership experience working within a 5 star hospitality, airport or
customer service environment essential
Strong customer service ethos
An understanding of airport services (Altea or equivalent) essential
Ability to manage relationships at all levels
A willingness to build knowledge across the wider team ( Food and Beverage side)
Calm under pressure
Flexibility to cope with flight delays and disruptions