SUMMARY OF POSITION:

To greet and check-in passengers as well as monitor the lounge condition. Upsell where possible lounge facilities, such spa treatments, showers, premium beverages, sleeping facilities, to the passengers. Being knowledgeable and the first point of contact for information about the lounge and all relevant lounge and airport operational information. Support colleagues in the lounge when it is busy.

QUALIFICATIONS:

• Previous experience within a position in the hotel/hospitality sector
• Excellent interpersonal and presentation skills
• Able to build and maintain relationships with internal and external guests
• Eager to learn, positive and energetic personality
• Be organised and motivated
• Able to remain calm under pressure
• Possess a good command of English and have excellent communication skills, both written and verbal
• Able to work flexible hours
• Punctuality and regular and reliable attendance.
• Honesty and Integrity

• Greet, receive and collect payment from guests at the front reception counter,
• To know and understand the current policies and procedures of the Lounge.
• To know and understand the offering of the lounge including queries about dietaries and allergies
• To be thorough with all Admission instructions and eligibility policies,
• To be the “great first impression” creator and to engage with guests at every opportunity
• Assist guests in a friendly manner and ensure a pleasant experience throughout the stay
• Guide guests to assigned areas,
• Carry out regular checks of all areas of the Lounge
• Collect and distribute magazines and newspapers. Arranging them neatly on the racks. Where applicable digital content platforms need to be checked,
• Ensure the quality of food, guest services, hygiene, cleanliness and tidiness of the Lounge achieve total customer satisfaction and meet company standards,
• Upsell where possible additional facilities, i.e. spa, showers, premium beverages, sleeping facilities
• To ensure the well-being, satisfaction and comfort of all guests within the limits of the Department and to establish a highly personalized style of service and attention to guests in keeping with the atmosphere of a lounge.
• To maintain a courteous, helpful and friendly attitude with guests at all times and to use guest names at every available opportunity.
• To maintain the highest standard in personal appearance and demeanour in line with company grooming and personal hygiene standards.
• To have a good working knowledge of all departments of the Lounge.
• To have a good knowledge of important and relevant airport departments and facilities around,
• To have a full understanding of all equipment within the Front Office Systems, Word and Email.
• To be familiar with all reservation tasks to cover this role if required.
• To be efficient and well-informed in taking reservations, in the absence of the Duty Manager: availability, prices and any restrictions.
• To record all relevant comments of appreciation, suggestions, incidents and maintenance points in order to initiate follow up.
• To be responsible for not only cash float but also other financial transactions in your care as per cashiering shift and in the main safe and be aware of security issues.
• Ensure correct hand-over procedure of day’s business regarding covers and cashiering.
• Responsible for the stock control,
• To be aware of the problems arising with reference to queries on accounts and restaurant bills.
• To be familiar with how to rectify these and explain fully, adjusting if necessary.
• To be aware of complaints/problems and bring them to the attention of the Duty Manager and to offer assistance.
• Dealing with guests feedback and complaints in a professional manner
• Any other reasonable request from the manager in charge within the scope of your position.
• To make sure that company policy, values and the vision are followed at all times.
• To be fully aware of the Lounge’s Fire Safety procedures and Health & Safety regulations.
• To be aware of all relevant closing procedures
• To work in different terminals, depending upon the job requirements.