Alok Raj UPRETY

• Provide superior service to all Hamad International Airport customers professionally and promptly in order to ensure that all Quality Standards including SLA’s and KPIs are achieved or exceeded. Conduct regular inspection and supervision of all passenger flows, customer service needs and terminal facility functionalities
• Manage a team of Senior Customer Service Agents with the responsibility of enforcing company policies and procedures, including disciplinary action, and promotes professional conducts, and diversity initiatives and investigates and responds to employee relations issues in a timely manner
• Coordinates daily activities of your team to ensure safe and effective operations
• Supervise and assist customers through airport processes and ensures a proactive response of agents towards customer service needs.
• Monitor the flow through the Terminal in compliance with agreed standards and procedures in order to support the airlines within their business.
• Ensure smooth passenger flows throughout the passenger terminal complex, including sufficient queue management.
• Monitor the flow customers with special needs (PRM or Deportees, etc..) and ensure that any help needed in terms of terminal facility guidance is given to ensure their journey safely
• Proactively seek out Terminal pressure points and assign staff to required pressure points in order to address the issues with efficiency.
• Provide clear and constant feedback to the Duty Terminal Manager in the event of any disruption or facilities problem.
• Provide detailed on any defects that appear on a shift basis to ensure there are reported accurately to FRC
• Conduct briefings and debriefings with your team within your area of responsibility .
• Report any issue or event through the shift hierarchy in place for the daily shift
• Complete regular inspection of all passenger flows, customer service needs and terminal facility functionalities (i.e. seating areas, queueing, waiting areas, transfer l layouts, toilet, travellators, escalators and elevators) to ensure that the operations run efficiently.
• Assist to provide content and contribute to all Customer Service training programs.
• Perform other department duties related to his/her position as directed by the Head of the Department

• Ensure frontline staff is constantly briefed/de-briefed in relation to customer service on standards and Standard Operating Procedures (SOP) on shift/flight basis to promote quality environment.

• Use trouble-shooting techniques in the areas of jurisdiction by identifying the problem, seeking alternatives, then deciding on the correct option in order to minimize/eliminate flight delays, passenger inconvenience and maintaining the Safety/Security requirements.
• Manage effectively adverse situations pertaining to flight delays, disruptions, cancellations, or downgrading of aircrafts, in coordination with the Supervisor.
• Liaise with Airport security and Immigration in-order to speed-up all customer Care passengers handling process

Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.

Greeted passengers, assisted with carry-on baggage stowage, and delivered onboard announcements.
Used airline computer system to create airline tickets and boarding passes.

Operated PA system to make announcements regarding flight activity.
Coordinated with ramp agents to successfully store, remove and transport customer baggage.

Verified identification and travel documents to efficiently board passengers for on-time departure. Used Altea ,Sabre and Sprint ,Navitaire to prepare pre-departure and post-departure reports and passenger manifests.

Recommended corrective measure to handle customer complaints, decreasing complaints by 100 %
Operated specialized weighing and screening equipment to weigh and screen passenger luggage. Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.

Handling passenger with reduced mobility (PRM)(wchr ,meda ,medif) and passenger with special needs for all airlines operating from Doha.
Assisting PRM in all areas check in ,boarding gate ,transit and immigration

Execute approved sales and marketing plan of the company
Implemented sales and marketing program to support company objectives, resulting in 100 % increase in revenue

Created and expanded sales presentations to new and existing travel agencies and online travel portal resulting in 100 % revenue increase.
Follow up on all marketing and sales activities Reporting marketing feedback and response to management

Managed sales promotions and marketing strategies on major social media sites.
Cultivated and maintained strategic alliances with key partners and vendors.

Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.

• Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
• Arranged travel accommodations for groups, couples, executives, and special needs clients.
• Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
• Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.

Preventing the overcrowding of the Ground Watching out for any other hazards that could cause harm to someone attending your the football match.
Knowing the fire exits and escape routes and how to react in case of an emergency evacuation. Knowing First Aid arrangements.
Setting up the venue prior to the event and restoring it to normal after the event.
Stewarding people into the venue and ensuring that at a busy event all seats are filled.