Administration assistant
Qatar airways
Total years of experience :12 years, 7 Months
• Lead customer complaint management and customer recovery program • Accountable for procurement services with full budget ownership • Negotiate and manage service contracts (assets, IT services, Telecom, Hotels, etc.) • Event and conference planning and execution in line with set objectives • Actively support the station director to ensure excellent service delivery in line with QR regional business strategy, objectives and priorities • Accountable for emergency readiness, provision of related training • Co-ordinate and produce reports and executive briefings in adherence to deadlines • Support QR Station’s Human Resources responsibilities (a.i.)
Accountable for profitable, analytics-driven multi-channel marketing strategies and programs that drive customer acquisition, retention and engagement • Work closely with the station director providing guidance in marketing and public relations strategy initiatives • Identify, build and rollout marketing best practices maintaining company standards • Support budget planning process of marketing and financial plans • Support developing the business strategy to build relationships, collaborate, identify opportunities, and assist in achieving the station’s commercial objectives • Maintaining good relationships with suppliers, agencies and media companies demonstrating a high standard of conduct and service
• Represent the QR brand, lead a team of customer-facing handling agents and provide active coaching to drive a personalized service experience to private and corporate aviation clientele in line with QR customer excellence KPIs • Ensure compliance with relevant travel journey requirements in accordance with applicable airline and airport regulations • Promote and upsell airline specific services e.g. upgrades, ancillary services, seasonal campaigns, FFP membership etc. • Liaise and effectively communicate with ground operations staff on air and landside to ensure a seamless customer experience including hotel, catering, and ground transportation service
• Efficiently manage the flow of passengers, baggage, cargo and mail through the airport facilities • Balance effective airport operations and customer experience, dealing with difficult or distraught customers where required • Foster a healthy, safe and secure facility environment through effective crowd control, queue management and due processes • Complete daily terminal checks aiming at compliance with applicable procedures and international standards • Identify process improvements and implement best practice • Lead a team of airport staff
• Manage corporate vendor relations with airport clients comprising airlines, concessionaries, suppliers etc. • Drive customer excellence in line with airport KPIs and proactively manager customer issues and complaints • Promote and upsell services to generate leads and contribute to commercial objective • Effectively communicate with ground operations staff to ensure a seamless customer experience including hotel, catering, and ground transportation service
Modern languages Spanish and English