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Lounge Guest Experience Specialist
2 weeks ago
The ideal candidate for this role will be a highly skilled and motivated individual who is passionate about delivering exceptional customer service.
Key Responsibilities:- Greet guests warmly upon arrival, verify access entitlements, and manage lounge check-in efficiently
- Support lounge staff by providing real-time feedback and escalating service issues where needed
- Contribute to a positive and collaborative team culture through daily interactions and a solution-focused mindset
- Identify and communicate training needs to ensure continuous service improvement
- Represent the brand with integrity, professionalism, and a focus on service excellence
- Respond to customer enquiries, complaints, or special requests, ensuring issues are resolved in a timely and empathetic manner
- Ensure the cleanliness, comfort, and readiness of the lounge at all times by liaising with cleaning and catering teams
- Provide guests with accurate flight and airport information to enhance their travel experience
- Assist with any disruptions or delays, ensuring guests are supported and informed in line with guidelines
- Manage guest access billing inquiries accurately and ensure any discrepancies are reported and resolved
- Ensure efficient use of resources (supplies, amenities, equipment) and raise any issues that may lead to cost inefficiencies
- Support the Lounge Manager by identifying trends in guest access and suggesting improvements to service delivery models or capacity
- Ability to work a rotating roster, with 24/7 availability
- Previous experience in customer service or hospitality, ideally in a lounge, airport, or hotel environment preferred
- Strong communication and interpersonal skills
- Ability to work flexible hours, including weekends, holidays, and shift work
- Ability to lift and carry items up to 22kg and stand for extended periods
- High attention to detail and a commitment to cleanliness and hygiene
- Positive attitude, team player, and a passion for delivering exceptional guest service
- Proficiency in multiple languages is highly desirable
