Customer Experience Supervisor

• Closing date: 28-Sep-2025

About the Role
Supervise all aspects related to passenger handling, check-in, boarding gates, Lost & Found, flight handling, customer service, special handling, safety, standards and procedures, offices, ramp and arrivals (but not limited to) within the area of responsibility at the airport premises with general direction from the Duty Officer

Responsibilities

• Allocate the manpower resources appropriately on a shift basis in order to maximize proper front-line staff utilization with assurance that they are all trained on airport procedures and special handling policies.
• Research and analyze various options (during flight disruptions, miss-connections) to coordinate with other airline staff to take prompt decisions with regards to: re-routing of passengers, provision of accommodation with facilities in order to minimize loss of revenue for the airline and concurrently ensure that customers’ trust is retained.
• Compile detailed flight reports to ensure services are delivered as per stipulated international /local standards within the established precision timings and make sure it is submitted to the Duty Officer Customer Services at all times.
• Comprehensively plan and organize the handling of ‘critical’ OAL flights through liaison with Reservation services, Station Managers / Reps. - other airlines, Hotels, Airport Authorities, and internal Departments, in order to secure prior arrangements to effectively deal with demanding situations such as, but not limited to: Denied Boarding of Passengers, Downgrading of Aircraft, Flight Delays/Cancellations, etc.
• Control & coordinate all passenger handling activities, in order to ensure services are delivered as per stipulated international/local standards within the established precision timings. Maintain a comprehensive log of all incidents and flight related information (Incident Report).
• Meet & assist commercially important people and VIPs travelling on the flight, in order to ensure that due attention is given to meet their expectations and status needs thereby securing their goodwill and enhance image of QAS and the Airline.
• Ensure proper planning and controlling for the activities and manpower within the shift to meet the operational requirement & optimize utilization.
• Monitor the resources and equipment in Customer Care section at the Ramp and inside the Terminal in accordance to the operational requirement and signed contracts.
• Prepare & submit the shift detailed report at the end of duty period.
• Perform other department duties related to his/her position as directed by the Head of the Department
  

About you
Essential

• College Diploma or Equivalent.

• Minimum 3 years of job-related experience.



• Proficiency in spoken and written English.
• Good understanding of Resource Management.
• Strong mentoring and coaching skills.
• 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.
• Has the required knowledge to discuss and finalize delays related to Customer Care activities.

• Has the ability to make gap analysis and suggest for corrective/preventive actions.

  
  Preferred



• Proficiency in Passenger Handling Procedures and the Departure Control Systems in use at Hamad International Airport.
• Command over spoken and written Arabic.

• Can speak and understand other languages.

  
  About Qatar Airways Group

  
  Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.

  So, whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community