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service manager

customer experience shift manager

Qatar Airways

<div><div><div><div><div><div><div><div>Job title
</div><div>Customer Experience Shift Manager
</div></div><div><div>Ref #
</div><div>229284
</div></div><div><div>Location
</div><div>Qatar - Doha
</div></div><div><div>Job family
</div><div>Customer Service
</div></div><div><div><ul><li>Closing date: 22-Dec-2025</li></ul><br>
</div></div></div></div></div><div><div><div><div><div><p><b>About the Role</b><br>
To efficiently manage and direct Customer Experience operations and ground handling activities while on duty with oversight of: Passenger Services, Special Handling, Porterage, Lost and Found, Trolley Management and any other service as directed by QAS Management. Support, monitor and control ground handling service delivery to maintain high operational standards in line with Company polices, respective Customer Airline Standard Ground Handling Agreement and Service Level Agreements (SLA).</p><div><b>
Responsibilities</b><br>
<ul><li>accountable for the management and supervision of Customer Experience Operations on a shift basis with the support of direct reports in charge of controlling and supervising operational zones.</li><li>Responsible for the health and safety of employees, promoting safe working environment by identifying unsafe practices and applying just culture principles.</li><li>Lead by example while maintaining health and safety standards and excellent working practices in line with Company polices. Execution of people engagement plans to maintain just culture principles and control of a diverse business operation.</li><li>Engage and monitor the operational assessment through regular observations by team while identifying any potential non-compliance and implement preventative and/or process improvement action plans.</li><li>Responsible for the investigation and reporting of any critical accidents, incidents, operational constraints during the shift, supporting Managers within Customer Experience operations, in the resolution of service deficiencies in a timely manner.</li><li>Ensure that Company&rsquo;s and individual carrier&rsquo;s (OAL) standards are followed and maintained at agreed service level of quality and compliance in the operations.</li><li>Monitor, control and utilize resource plans (Workforce and equipment) in alignment with agreed service standards for QAS &amp; customer airlines.</li><li>Build and maintain strong working relationships with internal and external stakeholders for process efficiencies.</li><li>Monitor and support the role out of new approved technologies from the business to improve the ground handling processes and associated activities.</li><li>Review Standard Operating Procedures (SOPs), provide feedback and report any discrepancies within the operational areas. Monitor and work towards execution of established Key Performance Indicators (KPIs) while on duty.</li><li>Participate in management and/or operational meetings to ensure that issues of operations, safety and security are promptly addressed, resolved and amendments made to internal service level agreements.</li><li>Conduct pre-shift meetings to discuss shift activities, expectations and direct reallocation of staff if needed to enhance resources and timing.</li><li>Ensure highest level of communication and interactions are maintained with all Customer Experience staff to understand the expectations and parameters of delegated responsibilities including, but not limited to, decision making, required actions, constraints and deadlines.</li><li>Oversight of Customer Experience operational activities, and respond effectively to situation in real time environment which could cause service deficiency and negative impact on company brand and reputation.</li><li>Execute Business Continuity Plans with minimum operational interruption for critical operational situations and follow escalation process as defined.</li><li>Execute and monitor plans as directed by QAS Management in order to achieve the safe handling of critical services and special events or state visits at HIA and DIA</li><li>Creation and submission of shift reports detailing management information covering the following areas but not limited to safety and security, operations, resource allocation, people management, incidents, accidents, staff injuries, locally and from outstations.</li><li>Perform other department duties related to his/her position as directed by the Head of the Department.</li></ul></div><br>
</div></div></div></div></div><div><div><div><h3 class="jobSectionHeader"><b>Qualifications
</b></h3></div></div><div><div><div><div><div><b>About you</b><br>
Essential<br>
<ul><li>Bachelor&rsquo;s Degree or Equivalent</li><li>Minimum 6 years of job-related experience</li><li>Work experience in airline or ground handling operations</li><li>Experience of leading, Managing, inspiring and engaging a large multi-cultural workforce.</li><li>Must possess a strong, decisive and collaborative leadership style.</li><li>Demonstrate the highest standard of integrity, equality and respect.</li><li>Ability to effectively communicate with clear, concise and consistent messages.</li><li>Fluent in spoken and written English.</li></ul>
Preferred<br>
<ul><li>Medium sized Station Manager for a ground handling company or airline.</li></ul></div><p><b><br>
About Qatar Airways Group</b><br>
Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We&rsquo;ve grown fast, broken records and set trends that others follow. We don&rsquo;t slow down by the fear of failure. Instead, we dare to achieve what&rsquo;s never been done before.<br>
So, whether you&rsquo;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</p><br>
</div></div><div></div><div><div><br>
<div><b>About Qatar Airways Group
</b></div><br>
Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We&rsquo;ve grown fast, broken records and set trends that others follow. We don&rsquo;t slow down by the fear of failure. Instead, we dare to achieve what&rsquo;s never been done before.<br>
<br>
So whether you&rsquo;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.<br>
</div></div><div><div>https://aa115.taleo.net/careersection/QA_External_CS/jobapply.ftl?lang=en&amp;job=229284</div></div></div></div></div></div></div></div>

Customer Experience Shift Manager

Hamad International Airport

<div>
 <p>
  <strong>
   <u>
    About the role:
   </u>
  </strong>
 </p>
 <p>
  Designated accountable senior manager in charge of airport operations on a day-to-day basis, on behalf of the MATAR Senior Management (COO, SVPs). This role is responsible to ensure HIA and DIA operate in compliance with all regulatory requirements and established policies and procedures while ensuring that all agreed levels of service and quality are delivered. Coordinate the implementation of all emergency procedures in the event of a major incident. During non-office hours act as the designated Senior Airport Authority representative at HIA. Has the authority and responsibility to restrict or cease operations at HIA and DIA of key facilities affecting the safety and/or security of flight and passengers or the general public.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   <u>
    Accountabilities:
   </u>
  </strong>
 </p>
 <ul>
  <li>
   Lead a multi discipline team on shift to deliver excellence in safety, security, quality and customer service throughout Hamad International Airport.
  </li>
  <li>
   Act as a key liaison for state authorities to represent MATAR during shift.
  </li>
  <li>
   Ensure on shift that all customers, third parties and agencies are kept advised on relevant operational information.
  </li>
  <li>
   Provide direction and advice to all Airport users to ensure smooth operations.
  </li>
  <li>
   Collaborate with all Airside and Landside sections and plans on a shift basis ensuring that all staff and equipment is allocated efficiently and promptly.
  </li>
  <li>
   Critically examine all aspects of the Airport operation to identify improvement possibilities that could positively affect the Airport Service Quality ratings (ASQ).
  </li>
  <li>
   Coordinate with Customer Airlines to ensure their unique requirements are satisfied.
  </li>
  <li>
   Proactively develop and maintain professional working relationships with individual Station Managers and their staff.
  </li>
  <li>
   Provide accurate executive brief to the Senior Management via shift reports and verbal reports with comprehensive detail in the event of a significant event.
  </li>
  <li>
   Accountable for the performance of the Airport Operations Control Centre on a shift basis and ensure that all KPls and SLAs are maintained.
  </li>
  <li>
   Respond to accidents and incidents as laid down in the Airport Emergency Plan to investigate/analyze and coordinate with relevant departures to ensure detailed reports are provided together with recommendations to prevent reoccurrence.
  </li>
  <li>
   Manage and instigate business continuity procedures in case of infrastructure failures to ensure minimum disruption to the Airport operation.
  </li>
  <li>
   Participate in all aircraft, vehicle incidents and accident investigations as and when required and recommend / implement preventive and corrective measures.
  </li>
  <li>
   Perform other department duties related to his/her position as directed by the Head of the Department.
  </li>
  <li>
   Provide creative approaches to extraordinary problems and challenges to maintain excellence in all operational areas.
  </li>
  <li>
   Ensure industry best practices are utilized in all operational areas to provide a safe operating environment for all staff and customers.
  </li>
  <li>
   Attend group operational meetings as and when required, robustly represents HIA interests as necessary.
  </li>
  <li>
   Managing the whole HIA operations in shift bases and deputizing the line manager.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   <u>
    About you:
   </u>
  </strong>
 </p>
 <p>
  Bachelor's Degree or Equivalent with Minimum 10 years of job-related experiece.
 </p>
 <p>
  <strong>
   <u>
    Preferred:
   </u>
  </strong>
 </p>
 <ul>
  <li>
   Experience in senior management role, process reengineering, solution design, project management change management, demonstrated leadership and motivation skills.
  </li>
  <li>
   Significant experience gained in a Commercial Management Team Seasoned professional in all Airport Operational areas.
  </li>
  <li>
   Airport/Airline Control Centre experience preferred.
  </li>
  <li>
   Middle East experience preferred.
  </li>
  <li>
   Preferably have attended Aerodrome Safety Management courses and relevant ICAO/ACI/IATA training Hub Control experience preferred.
  </li>
  <li>
   Comprehensive experience on Airside Operations /Terminal Operations and Resource Planning.
  </li>
  <li>
   Excellent knowledge of ICAO Standards and recommended practices (SARPS) on Airport operations.
  </li>
  <li>
   Excellent knowledge of Aerodrome Emergency procedures.
  </li>
 </ul>
 <p>
 </p>
</div>


Senior Manager HIA Operations

<p>&middot; Emphasizes and projects a positive, high-quality image for the outlet.</p><p>&middot; Greets and seats customers and serves them in a professional, discreet, and personalized way.</p><p>&middot; Maintains a good relationship with guests and attends to their complaints and queries satisfactorily.</p><p>&middot; Answers guest telephone queries according to F&amp;B restaurant standards.</p><p>&middot; Takes reservations and provides guests with information regarding F&amp;B outlets.</p><p>&middot; Observes and anticipates guests&rsquo; needs and requirements.</p><p>&middot; Handles customer requests and complaints according to the F&amp;B guidelines and exceeds customer expectations.</p><p>&middot; Assists the Restaurant Manager with additional service as required.</p><p>&middot; Ensures that the Restaurant Manager is kept informed of all guest feedback and complaints.</p><p>&middot; Communicates actively with guests in the outlet and obtains their feedback.</p><p>&middot; Increases revenue for the outlet through suggestive selling at all opportunities.</p><p>&middot; Uses up-selling techniques actively to exceed guest expectations and increase the revenue of the outlet.</p><p>&middot; Maintains an up-to-date database of outlet guests.</p><p>&middot; Acquires in-depth knowledge of the F&amp;B menu for the assigned outlet to assist and provide recommendations to guests.</p><p>&middot; Takes responsibility for all service preparations, before, during and after the service (<i>mise-en-place</i> and</p><p>&middot; mise-en-scene).</p><p>&middot; Controls cost by minimizing wastage, breakage, and spoilage.</p><p>&middot; Sets up, stocks, and maintains the working area.</p><p>&middot; Reports any misunderstanding, problem, or accident with guests or staff to the supervisors.</p><p>&middot; Assists the Restaurant Manager during food and beverage events such as cocktail receptions, conferences, banqueting, and outside catering.</p><p>&middot; Opens the restaurant for business at the prescribed time of each shift.</p><p>&middot; Inspects each menu to ensure that they are in a presentable condition.</p><p>&middot; Develops a complete knowledge of the menus, ingredients, and unavailable items for the day.</p><p>&middot; Sets up the hostess desk, reviews reservations, and prepares the reservation floor chart.</p><p>&middot; Operates cash register as directed by the Restaurant Manager &amp; Performs any other duties assigned by the Restaurant Manager.</p><p>&middot; Creates a harmonious environment amongst all staff members.</p><p>&middot; Communicates with the Restaurant Manager regarding any service problems or changes required.</p><p>Job Type: Full-time</p><p>Pay: QAR3,200.00 per month</p><p>Language:</p><ul><li>French (Required)</li><li>Do you speak Arabic (Required)</li></ul>

Restaurant Hostess

Rosewood Doha

<div>
 <strong>
  Job Summary
  <br/>
 </strong>
 The Front Desk Associate serves as the welcoming face of the hotel, ensuring a seamless and personalized experience for every guest. This includes managing the check-in and check-out process efficiently, processing payments accurately, and addressing guest inquiries with professionalism and warmth.
 <br/>
 <br/>
 <strong>
  Essential Duties and Responsibilities:
  <br/>
  <br/>
 </strong>
 &bull; Consistently offer professional, friendly, and engaging service.&bull; Greet, check in and settle guest accounts while ensuring all service standards are followed.&bull; Maintain accurate records of daily transactions and cash handling, which includes currency exchange and balancing a float.&bull; Handle guest requests, questions, and concerns effectively and promptly.&bull; Promote a professional team environment.&bull; Follow department policies, procedures, and service standards.&bull; Performs any and all other tasks assigned by management.&bull; Always upholds the highest standard of internal and external customer service.&bull; Ensure all emails are actioned and completed as per request.&bull; Be a competent key person within the department, able to communicate and find answers in an efficient and professional way.&bull; Ensure clear, complete, and legible information is taken from the guest and is forwarded to the appropriate Associate/Department to satisfy the request and or to resolve the issue.&bull; Resolve guest issues within your capabilities, ensuring guest satisfaction.&bull; Communicate effectively with Guests, Hotel Associates, Managers and Directors.&bull; Daily completion of all record sheets, filled out correctly and filed accordingly.&bull; Note any outstanding issues and communicate with your senior Manager.&bull; Maintain the Rosewood hand over log for the next shift, noting any services that are pending to ensure follow up and completion.&bull; Maintain complete knowledge of using the Hotel equipment. (E.g. Computer, photocopier)&bull; Communication of all issues to HOD/Manager/Supervisor.&bull; Flexibility to cover shifts and responsibilities when required &ndash; (Night Shift, Day Shift)&bull; Promote hotel facilities effectively, including opening hours on all Food and Beverage outlets.&bull; Be knowledgeable of the surrounding area and thorough knowledge of the guest rooms, including view, amenities, features, types.&bull; Be inquisitive and share knowledge.&bull; Ensure you have an excellent knowledge of products and services available both internally and externally.&bull; Ensure all special request information is logged into the guests Opera profile.&bull; Strive to achieve any upselling targets and assist all other departments.&bull; Maintain healthy inter-departmental relationship.&bull; Carry out, within your capability, all reasonable requests by the Senior management.&bull; Be able to work without supervision and lead by example at all times.&bull; Ensure that brand standards are adhered to at all times, to ensure successful brand standard audit score.&bull; Collect preferences daily and enter in the guest profiles.&bull; Ask questions and share answers to all associates continuously.
</div>


Front Desk Associate

<div>
 <p>
  The Hostess works as a team member to create the most professional service team in F&amp;B operations, providing high-quality customer service that emphasizes and projects a positive, high-quality image of QC+ and the outlet.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Responsibilities:
  </strong>
 </p>
 <ul>
  <li>
   Emphasize and project a positive, high-quality image for the outlet.
  </li>
  <li>
   Greet and seat customers and serve them in a professional, discreet, and personalized way.
  </li>
  <li>
   Maintain a good relationship with guests and attend to their complaints and queries satisfactorily.
  </li>
  <li>
   Answer guest telephone queries according to F&amp;B restaurant standards.
  </li>
  <li>
   Take reservations and provide guests with information regarding F&amp;B outlets.
  </li>
  <li>
   Observe and anticipate guests&rsquo; needs and requirements.
  </li>
  <li>
   Handle customer requests and complaints according to the F&amp;B guidelines and exceed customer expectations.
  </li>
  <li>
   Assist the Restaurant Manager with additional service as required.
  </li>
  <li>
   Ensure that the Restaurant Manager is kept informed of all guest feedback and complaints.
  </li>
  <li>
   Communicate actively with guests in the outlet and obtain their feedback.
  </li>
  <li>
   Increase revenue for the outlet through suggestive selling at all opportunities.
  </li>
  <li>
   Use up-selling techniques actively to exceed guest expectations and increase the revenue of the outlet.
  </li>
  <li>
   Maintain an up-to-date database of outlet guests.
  </li>
  <li>
   Acquire in-depth knowledge of the F&amp;B menu for the assigned outlet to assist and provide recommendations to guests.
  </li>
  <li>
   Take responsibility for all service preparations, before, during and after the service (mise-en-place and mise-en-scene).
  </li>
  <li>
   Control cost by minimizing wastage, breakage, and spoilage.
  </li>
  <li>
   Set up, stock, and maintain the working area.
  </li>
  <li>
   Report any misunderstanding, problem, or accident with guests or staff to the supervisors.
  </li>
  <li>
   Assist the Restaurant Manager during food and beverage events such as cocktail receptions, conferences, banqueting, and outside catering.
  </li>
  <li>
   Open the restaurant for business at the prescribed time of each shift.
  </li>
  <li>
   Inspect each menu to ensure that they are in a presentable condition.
  </li>
  <li>
   Develop a complete knowledge of the menus, ingredients, and unavailable items for the day.
  </li>
  <li>
   Set up the hostess desk, review reservations, and prepare the reservation floor chart.
  </li>
  <li>
   Operate cash register as directed by the Restaurant Manager.
  </li>
  <li>
   Perform any other duties assigned by the Restaurant Manager.
  </li>
  <li>
   Create a harmonious environment amongst all staff members.
  </li>
  <li>
   Communicate with the Restaurant Manager regarding any service problems or changes required.
  </li>
  <li>
   Assist the Restaurant Manager in maintaining guest records.
  </li>
  <li>
   Cooperate with the other departments as directed by the Restaurant Manager.
  </li>
  <li>
   Attend communication meetings, briefings, and training sessions as required by the Restaurant Manager.
  </li>
  <li>
   Maintain the cleanliness of work areas throughout the day and practice clean-as-you-go procedures.
  </li>
  <li>
   Maintain personal hygiene and cleanliness standards.
  </li>
  <li>
   Inspect each section of the outlet to ensure cleanliness standards are applied.
  </li>
  <li>
   Check each table to ensure that a proper setup is in place before allocating it to the guests. Take co-responsibility for the correct handling of equipment in the outlet.
  </li>
 </ul>
</div>


Hostess

The Town Hotel

<p>Key Responsibilities</p><p>&sect; In absence of Manager, conducts shift briefings to ensure hotel activities and operational requirements are known</p><p>&sect; Prepares, cooks, serves and stores the following dishes:</p><p>o Appetizers, Savories, Salads and Sandwiches</p><p>&sect; Applies organization skills for mise en place</p><p>o Sauces</p><p>&sect; Produces hot and cold sauces for menu items ensuring consistency</p><p>o Eggs, Vegetables, Fruit, Rice and Farinaceous Dishes</p><p>o Poultry and Game dishes</p><p>o Meat dishes</p><p>&sect; meat marinades</p><p>&sect; carve meats</p><p>o Fish and shell fish</p><p>&sect; sauces for fish and shell fish</p><p>&sect; garnishing techniques and methods of service for fish</p><p>o Pastry, cakes and yeast goods</p><p>&sect; petits fours</p><p>&sect; desserts</p><p>o Hot and cold deserts</p><p>&sect; Decorate, portion and present</p><p>o Plates and Terrines</p><p>&sect; Prepares pastries for pate en croute</p><p>o Prepares Regional Dishes.</p><p>o Buffet Food</p><p>&sect; Prepares and presents food for buffets</p><p>&sect; Prepares and presents desserts for buffets</p><p>&sect; Stores buffet items</p><p>&sect; Provides direction to the Kitchen helpers, including Commis, Cooks, Kitchen Attendants and Stewards</p><p>&sect; Communicates to Line Manager any difficulties, guest or internal customer comment and other relevant information</p><p>&sect; Attends and participates in daily briefings and other meetings as scheduled</p><p>&sect; Prepares in advance food, beverage, material and equipment needed for the service</p><p>Job Type: Full-time</p>

DEMI CHEF DE PARTIE

VOLUME CAFE

<p><b>Job Summary:</b></p><p>The Barista is responsible for preparing and serving high-quality coffee, beverages, and food items while delivering excellent customer service. This role requires strong product knowledge, attention to detail, and the ability to work efficiently in a fast-paced environment.</p><p><b>Key Responsibilities:</b></p><ul><li>Prepare and serve coffee, tea, and specialty beverages according to company standards.</li><li>Operate espresso machines, grinders, blenders, and other caf&eacute; equipment safely.</li><li>Maintain consistency in taste, presentation, and quality.</li><li>Greet customers warmly and take orders accurately.</li><li>Provide product recommendations and answer customer inquiries professionally.</li><li>Ensure a positive and welcoming environment for guests.</li><li>Follow all food safety and hygiene standards (HACCP).</li><li>Maintain cleanliness of the workstation, equipment, and caf&eacute; area.</li><li>Restock supplies including coffee beans, syrups, milk, takeaway items, and other essentials.</li><li>Process payments accurately through POS systems.</li><li>Follow cash management procedures and maintain proper documentation.</li><li>Coordinate with colleagues to ensure smooth caf&eacute; operations.</li><li>Report any equipment issues or shortages to the Manager.</li><li>Assist in training new staff when required.</li><li>Previous experience as a Barista preferred.</li><li>Strong knowledge of coffee brewing methods and caf&eacute; equipment.</li><li>Excellent communication and customer service skills.</li><li>Ability to work under pressure and multitask.</li><li>Basic math skills for cash handling.</li><li>Presentable, polite, and professional attitude.</li></ul><p><b>Work Environment:</b></p><ul><li>Fast-paced caf&eacute; or restaurant setting.</li><li>Shift-based schedule including weekends and holidays.</li></ul><p>Job Types: Full-time, Permanent</p><p>Application Question(s):</p><ul><li>Are you available to join immediately? If not, what is your notice period?</li></ul>

BARISTA

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