Summary
Qatar Airways is seeking a Senior Service Excellence Delivery Agent for its Doha operations. The role involves checking cabin appearance, aircraft cleanliness, customer-service touchpoints and employee grooming against required standards. The agent records findings, prepares reports and works with frontline staff and line management to address issues and escalate discrepancies. The posting emphasizes attention to detail, impartiality and transparency.
The posting
As published on qatarairways.com. Pulled from the employer's site and shown as they wrote it.
About the Role
Responsible to conduct meticulous QAS Standards and Services excellence Quality checks, ensuring adherence to appearance and presentation standards within the designated zone. This role entails comprehensive monitoring of cleaning operations, customer experience and grooming standards. Accountable for rectifying any discrepancies to uphold the highest cleanliness and Services standards.
Responsibilities
- Accountable to perform conformance checks on cabin appearance operations, customer experience and grooming standards in line with customer airline requirement and standards.
- Perform detailed Quality checks covering all areas of the aircraft and customer services touchpoints inside terminal and airside.
- Responsible to record the cabin appearance, customer Experience and grooming standards quality checks accurately and prepare comprehensive reports to be shared with Service Excellence Delivery Specialist outlining any discrepancies or areas for improvements.
- Collaborate with Cabin appearance and customer facing staff and Line Management to address identified issues and implement corrective measures.
- Maintain a keen eye for detail and consistently uphold high standards of aircraft cleanliness and Customer Experience and employee grooming.
- Ensure that any operational issue is promptly reported to the Line Manager, with necessary requirements communicated to shift supervisors to ensure on time performance.
- Remain impartial and demonstrate complete transparency when reporting any discrepancy and promptly escalate those findings to the service excellence delivery specialist to implement corrective actions immediately.
- Perform other department duties related to his / her position as directed by the Head of the Department