The Duty Officer works within the Premium Operations at the Hamad International Airport. In this role, you are responsible in ensuring that all aspects related to Premium and VIP Operation areas run smoothly and efficiently. You will plan the daily manpower requirements and ensure that the allocation optimised utilization of workforce. You will manage the different areas of customer touch points including Al-Safwa and Al-Mourjan branded check-in areas and Front of House vicinity. You will ensure that the company's Standard Operating Procedure (SOP), operational procedures and protocol are being followed and complied with as per standards. You will manage the operations team and work with them to achieve excellent performance and to deliver 5-star service to all our Premium passengers.
You will ensure that all staff within the department are performing in the highest standard. You will ensure punctuality from all staff and adherence to safety standards and requirements. You will support the Supervisors and Senior Customer Services Agents in the achieving their targets by ensuring that they are fully briefed and debriefed in relations to the Standard Operating Procedures (SOP). You will liaise effectively at the start of the shift for the smooth handling of QR flights by working closely with the internal stakeholders within the airport. You will ensure that passenger handling are managed smoothly during the 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 scenarios which will require service recovery.
You will guide the staff on the usage of programs and plans directed to assure the improvement of the projects which are designed by airport senior management geared towards improving the overall performance. You will ensure that all equipment and resources are allocated to the staff as per requirement.
You will ensure that your team are provided with relevant feedback on their performance. You will motivate, coach and provide positive feedback to outstanding staff. You will train and develop staff within your team for proper succession planning and risk management.
You must have a Bachelor’s degree or equivalent with minimum 4 years of job-related work experience in Airport Operations. You will have a background in leading an operational team and has working knowledge of Airport Operations/Ground Handling. You must have good understanding of airport functions in terms of passenger and baggage handling, weight and balance and D.G.R. Training such as Passenger Services, Baggage Services, Ground Operations and DGR. You have worked in a multi-cultural working environment.
You must have excellent interpersonal skills to facilitate relationship within your team and to the different stakeholders within the operations. You are focused in providing excellent customer service and creative in finding solutions to difficult situations. You have strong communication skills and able to make decision independently. You are organised, efficient and excellent in presenting reports and schedules. You are able to motivate, mentor and provide positive direction to your team.