Concierge Services Manager

not specified
20 Nov 2012
18 Dec 2012
Contract Type
Full Time
JOB PURPOSE:   To organize resources effectively and co-ordinate necessary activities to ensure efficient, productive and risk free operation throughout Concierge Services. Concierge Services Manager is committed to providing world class service to all Concierge Services passengers through exceptional commitment and self-managed pro-activity. The Manager is responsible for managing and developing the Concierge Services Team on highest professional level and monitoring the whole service process. To ensure standard procedures are followed, a safe workplace is maintained and company values, policies and goals are achieved and maintained by all staff.   ACCOUNTABILITIES:   Operational   . To manage/develop the Concierge Services unit to the highest professional service levels and to continuously maintain and increase the Concierge passengers satisfaction as a competitive advantage for Qatar Airways . Define, implement and optimize a relevant set of service level and key performance indicators to constantly improve the quality of the Concierge Services unit . Plan, Resource and manage daily operations as per the standard operating procedures. . Implementation of standard operating procedures for each type of movement . Constantly identify and assess benchmarks in the premium and luxury service industry. Implement service enhancements . Create and implement new ways of working for the department which "surprise and delight" the most discerning and frequent travellers. . Communicate effectively with all areas of the operations. . Conduct and be actively involved in daily team briefings. . Ensure visual appearance of the operational is of the highest standard by 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 guest and staff. . To individually manage/steer high level customer conversations with very high profile passengers . To assess and resolve enquiries, requests, needs and complaints, primarily, to ensure that the customer enquiries are resolved at first point of contact . To encourage feedback on serves provided and recognize the changing needs of the serve, and make recommendations to the management for service improvements . Ensure adequate staffing levels are maintained per shift. . Actively promote positive teamwork with Concierge team . Oversee transition of the service to NDIA   Management & Leadership   . Provide management assistance and active leadership to entire Concierge Services unit. . Establish the team's objectives and priorities to align with and support business objectives. . Regularly evaluate the department or teams objectives, plans, procedures and practices, and makes appropriate changes if needed. . Oversee and supervise employees. Direct daily activities, train, develop and discipline team members to ensure a high standard of service delivery.    Performance Management   . Performance management, development and training of Concierge Services team to ensure highest levels of services are provided to passengers at all times . Take responsibility for own on-going personal development and growth of expertise. . Train and develop other employees, for proper succession planning and risk management. . Establish expectations of the Concierge Manager Role, both technically and behaviourally. . Provide on job performance monitoring and coaching to enable individuals to understand their current competency level and expected level of work performance . Identify training needs, implement training programmes and assist staff with their individual training. . Implement and assist staff with development plans. . Monitor and address staff grooming standards as per department grooming guidelines. . Monitor and address staff attendance and punctuality. . Monitor research and respond to staff issues and inquires. . Plan and conduct performance appraisals. . Provide positive and effective leadership to Concierge Services unit while acting as an ambassador for Concierge to external and internal parties. . Actively monitor and provide staff performance related feedback . Motivate and inspire staff to improve performance, to achieve and exceed set objectives.   Administrative Accountabilities   . Compile operational reports for Customer Service Manager where necessary. . Ensure appropriate administrative records are maintained. . Provide guidance and assistance to employees in relation to administrative matters and employment conditions.   Safety and Security   . Ensure compliance with corporate and department policies, procedures and standard operating procedures. . Ensure respective staffs within shift comply with corporate and departmental policies, health and safe procedures in accordance with necessary manuals. . 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.   Cost Management   . Effective roster implementations and supervision of Days in Lieu/Overtime allocation with minimum risk to daily operation. . Ensure adequate and effective resources are available on shift.    QUALIFICATIONS, EXPERIENCE, & SKILLS:   Qualifications:   Essential   . Bachelor's degree . Management, Business Administration, Hospitality Management, Hotel Management, Aviation / Airline / Airport Management   Previous Experience:   Essential   . Specialist - minimum 5 years of job-related experience required . Management role with significant autonomy . Managing a team of people in a premium or luxury service environment   Preferred   . Previous management experience at a major international airport or 5 Star Hotel . Management role in GCC region . Work experience in Airport or Airline . Work experience in a management role within service industry    Job Specific Skills:   Essential   . Highly energized and passionate about delivering 5 Star service experience . Strong leadership and management abilities to inspire and motivate a team of people from a diversity of cultures and backgrounds . Ability to work under pressure in a dynamic and fast paced environment. Ability to meet required deadlines, result oriented . Experience with serving high profile VIPs, dignitaries, royalty, celebrities . Advanced understanding of premium services . Proven to have demonstrated flexibility in meeting the demands of the business unit to which he/she is assigned. . Good analytical and decision-making skills. . Proven ability for solution-oriented, effective communication with internal departments and external stakeholders. . Managerial skills - Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train and develop subordinate's skills. Ability to foster teamwork among team members. . Attention to detail and quality . High degree of self motivation and personal enthusiasm . Strong organisational skills . Ability to write reports, business correspondence and procedure manuals. . Ability to effectively present information and respond to questions from manager's clients, customers, and the general public   COMPETENCIES: . Leadership . Communication . Planning/Organising . Judgment & Analysis . Negotiation/Influencing . Decision Making . Problem Solving . Business Acumen   About Qatar Airways 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.   How To Apply
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