Lounges Manager

Job Description

Qatar Airways is offering an exciting opportunity as HIA Lounges Manager, responsible for overseeing safe and efficient lounge operations. You will ensure high-quality service, meet customer expectations, manage duty managers and staff, coordinate with airport authorities and suppliers, and work with sales and lounges teams to achieve business revenue targets, while aligning operations with the company’s vision and standards.

Key Responsibilities

• Regularly analyze customer feedback and product quality to suggest improvements and new projects that enhance service standards. Ensure approved upgrades to lounge infrastructure, facilities, staff training, and service delivery are completed on time and within budget.
• Manage daily lounge operations, reviewing products and services against SOPs and implementing necessary changes for smooth functioning. Identify staff training needs and ensure programs equip employees to deliver exceptional service.
• Support policy and procedure development, keeping documentation up to date with best practices and modern techniques. Assist management with operational and administrative issues to maintain high productivity and service quality.
• Investigate incidents or accidents, manage crisis response, and report irregular operations promptly. Implement quality control measures, establish processes for new services, and track customer service enhancements. Set measurable KPIs aligned with business targets and industry benchmarks.
• Perform other duties as assigned by the Head of Department.

Skill & Experience

• Minimum 6 years of relevant experience in luxury hotels, airport lounges, or similar establishments.
• Previous experience managing a Front Office or guest-facing operations.
• Strong leadership skills with the ability to delegate tasks, set clear directions, and guide team workflow.
• Experience training and developing staff, coaching team members, and promoting effective teamwork.
• Practical and technical knowledge of lounge or hospitality operations.
• Excellent command of English; additional languages are an advantage.
• Background in hospitality with experience in 5-star Food & Beverage operations is a plus.
• Experience working in GCC countries is preferred.