Hospitality & Guest Experience Consultant
A high caliber graduate with well-rounded management experience in Business Development, Hospitality and Airline/Airport sectors across three countries, Singapore, UK, and Qatar. Well-traveled & well versed globally with an excellent understanding of wider cultural needs & lifestyles.
In 2009 Thushara rejoined Qatar Airways to develop premium products & services of the Hamad International Airport (HIA). He successfully developed strategic direction, products, services, and delivery tools for premium passenger experience across then NDIA, currently HIA and managed the implementation phases.
He was responsible for developing and delivering strategies for premium passenger experience across the Ground Services globally as well as day-to-day management of the Premium Terminal, Premium Lounges & Al Maha Services.
A key member of the corporate product development steering group.
Led the existing Premium Terminal to be recognized as the World Best Premium Services Airport of the year for 2011, 2012 and 2013 by the Skytrax.
Thushara successfully launched Qatar Airways first outstation lounge at LHR Terminal 4 and developed various other outstation lounges in three continents. He worked with internal and external stakeholders on post-service delivery activities such as service delivery audits, service recovery activities and continuous improvement processes.
Before rejoining to Qatar Airways, Thushara worked as Business Excellence Manager for Four Seasons Hotels, Far East & Australasia, Singapore.
He implemented & managed Business Excellence Model for 09 Four Seasons properties across the Far East to ensure Four Seasons products & services standard across all properties. He has also worked as Operations Manager at Le Royal Club, Grosvenor House Hotel, London, UK and a year in Raffles Hotel, Singapore.