Join our Family Today! Together, We Make Travel Better!
As industry leaders in innovating global airport hospitality, you will work with colleagues from all parts of the world for a truly global experience. You will help and craft services and facilities in over 200 locations in more than 60 international airports across the world.
About this position:
The Guest Service Officer directly addresses the needs of all guests and ensures an exceptional guest experience. Represents the Lounge to the guest throughout all stages of their stay.
Main Responsibilities:
- Warmly welcome guests upon arrival, ensuring a positive first impression and providing a high standard of customer service throughout their visit.
- Handle check-in and check-out procedures efficiently, following company standards and ensuring accuracy in billing and guest records.
- Respond promptly and professionally to guest inquiries, requests, and concerns aiming for effective and timely resolution.
- Coordinate with other departments to fulfill guest needs and enhance the overall guest experience.
- Maintain up-to-date knowledge of lounge services and promotions to provide accurate information and make appropriate recommendations.
- Process reservations, modifications, and cancellations accurately using the property management system.
- Monitor guest feedback and communicate any recurring issues or trends to management for continuous improvement.
- Uphold company policies, service standards, and health and safety regulations at all times.
- Support a culture of teamwork, professionalism, and service excellence.
Requirements:
- High school diploma or equivalent; a degree or diploma in hospitality or related field
- Previous experience in a guest-facing or customer service role, preferably in hospitality, hotel, or front office operations.
- Excellent verbal and written communication skills; ability to interact professionally with guests and team members.
- Strong interpersonal skills with a genuine desire to provide excellent service and ensure guest satisfaction.
- Ability to handle guest complaints or requests calmly and efficiently, resolving issues in a timely manner.
- Proficient in using computers and common office software; experience with property management systems (PMS),
- Excellent English communication skills are required to interact effectively with guests and colleagues.