Head of Passenger Services
Qatar Duty Free
Doha, Qatar
منذ 2 يوم

About the Role :

Manage passenger services departments in Qatar Aviation Services (QAS), within agreed standards and Financial targets and provide leadership and management for the provision of passenger services operations at HIA and DIA.


  • Develop strategic plans to improve passenger services operational performance and position QAS as an Innovative, best practice ground handling agent.
  • Analyse and understand the passenger services operations strengths, weakness’ opportunity and threats.
  • Develop strategic plans to improve passenger services operations including Customer Services, Check-in, Boarding Gates, Arrivals, PRM, Lost & Found, Porterage Services and Trolley Services.
  • Effectively liaise with customer airlines and other regulatory bodies in order to maintain strategical short term and long-term working relationship to meet business objectives.
  • Identify critical areas of passenger services and formulate well-designed plans to avoid any major disruption to operational duties.
  • Develop and implement new or revised / improved procedures, programs and initiatives.
  • Operational

  • Interpret and execute policies directly affecting work activities in order ensure compliance and mitigate any risk.
  • Introduces best practice operational processes, procedures and controls; communicates clearly and concisely standards, accountabilities and responsibilities.
  • Represents QAS passenger services department on internal and external operational meetings.
  • Responsible for delivery of QAS passenger services KPI’s through proper monitoring of the operational teams.
  • Ensures the identification of hazards, reporting of occurrences and risks to ensure safety and security of the operations.
  • Implements best practice resource management through accurate and detailed forecasting, planning and allocation in order to deliver operational excellence in passenger services operations including : Customer Services, Check-in, Boarding Gates, Arrivals, PRM, Lost & Found, Porter Services and Trolley.
  • Creates a passenger services operation plan that can respond effectively to situations in a real-time environment.
  • Preparation of the annual budget for the responsible cost centers, project business growth and monitor budgetary variances to anticipate measures to ensure that the set operational targets are achieved.
  • Responsible for financial results and budget planning. Challenges the status quo and strives for continuous improvement.

  • Plans and adapts the operational implementation based on the analysis and real-time environment.
  • Ensures that safety and security of the operations remain the highest priority
  • Assist in the response to any emergency or a major operational disruption affecting Qatar Airways to its subsidiaries, including support of the Qatar Airways Special Assistance Program.
  • Perform other department duties related to his / her position as directed by the Head of the Department.
  • Business Acumen

  • Uses understanding of business principles to establish clear priorities for action
  • Demonstrates a clear understanding of the P & L budget and is highly aware of the day to day costs and actively manages costs and the budget in an effective manner.
  • Builds value partnerships with our customers

    Management & Leadership

  • Establish the department or teams 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, recruit, train, develop and discipline to ensure a high standard of service delivery.
  • Train and developa other employees, to ensure succession planning is in plac
  • To be committed and contribute to the National Talent Development, by coaching the national developees, preparing them for a career with boundless potential.
  • Leading to the program’s continued growth and success.

    Data Protection

    Comply with all relevant company policies and procedures regarding the use, processing, disclosure and security of any information (in any form) and ensure that all staff under my direct supervision are aware of and comply.

    Ensure the confidentiality, security and protection of all information handled in the course of duties is maintained at all times from unauthorized access, use, disclosure, disruption, deletion / destruction, corruption, modification, inspection or recording.


    Ensure that all managers and supervisors understand work health and safety requirements and expectations to the extent that they can pass on relevant information, identify training needs and provide appropriate supervision in their workplace.

    Take a direct and personal interest in reported injuries, incidents, near misses and hazards to ensure that appropriate reporting, investigation and response is being achieved

    Be part of an extraordinary story

    Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make.

    You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience.

    You have the chance to be a part of our future, and build the life you want while being part of an international community.

    Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before.

    Together, everything is possible


    Qualifications and Experience :

  • Bachelor’s Degree or Equivalent with Minimum 10 years of job related Experience
  • Ground handling station or operations management
  • General Management / Passenger Operations / Customer relations
  • Preferred - General Manager, Station Manager for a ground handling company
  • Ability to make decisions based on facts and analysis (e.g. potential profit, cost-benefit, market conditions, support of Qatar Airways, return on investment).
  • Expert knowledge of ground handling operational procedures.

  • Must possess a strong, decisive and collaborative leadership style.
  • Demonstrate the highest standards of integrity, equality and respect.
  • Ability to effectively communicate with clear, concise and consistent messages.
  • Experience of leading, managing, inspiring and engaging a large multi-cultural workforce.
  • A change agent, results oriented who can deliver innovative execution at pace.
  • Understands the value of high customer service delivered within a cost conscious culture.
  • Strength in learning and development; mentoring and coaching skills.
  • Fluent in spoken and written English
  • 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.

  • Preferred General understanding of cabin appearance procedures.
  • Experience in operating VIP, executive jet ground handling operations
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