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Doorman/Porter - Customer Service Representative
2 months ago
Role Summary: We are seeking a highly skilled and customer-focused Doorman/Porter to join our team at Accor. As a key member of our lounge operations, you will be responsible for providing exceptional service to our guests, ensuring a safe and pleasant environment, and maintaining the highest standards of customer satisfaction.
Key Responsibilities:
- Meet and Greet: Greet guests as they arrive and depart the First Class Lounges, ensuring a warm and welcoming experience.
- Access Control: Ensure guests are entering the correct lounges with understanding boarding passes, maintaining the highest standards of security and compliance.
- Luggage Handling: Assist with the repetitive heavy lifting of passenger luggage, demonstrating a strong commitment to customer service and safety.
- Guest Experience: Ensure guests are dressed to an appropriate standard in the lounges, providing guidance and support as needed.
- Handover and Communication: Hand over VIPs to other departments, ensuring a seamless customer experience and providing relevant information as required.
- Facilities and Information: Explain airport and lounge facilities to guests, answering any questions and providing applicable flight information.
- Support and Assistance: Provide occasional assistance with Qantas Hosts/F&B Departments, demonstrating a willingness to support colleagues and deliver exceptional customer service.
- Standards and Conduct: Ensure, apply, and respect grooming, performance, and conduct standards at all times, upholding the highest standards of professionalism and integrity.
- Cleaning and Maintenance: Regularly check the foyer, clean the curbside (if required), and ensure the Premium Check-in Suite is kept presentable at all times.
- Additional Duties: Assist with any additional duties required by management/Qantas, demonstrating a flexible and adaptable approach to work.
- Staff Meetings and Training: Attend staff meetings and training sessions as required, staying up-to-date with the latest developments and best practices in customer service and hospitality.
- Kerbside Assistance: Meet and greet customers at kerbside, assisting with their luggage to the check-in suite.
Requirements:
- Customer Service Experience: Previous experience in a customer service role, preferably in a fast-paced environment.
- Interpersonal and Communication Skills: Exceptional interpersonal and communication skills, with the ability to build strong relationships with guests and colleagues.
- Grooming and Professionalism: Impeccable grooming and professional appearance, upholding the highest standards of presentation and conduct.
- Attention to Detail and Multitasking: Strong attention to detail and ability to multitask effectively, managing multiple priorities and tasks in a fast-paced environment.
- Physical Ability: Physical ability to stand for extended periods and lift/carry heavy objects, demonstrating a strong commitment to customer service and safety.
- Security Clearance: Ability to obtain Federal Police clearance to work in the restricted areas associated with the airport.
- Flexibility: Flexibility to work evenings, weekends, and holidays as required, demonstrating a willingness to adapt to changing circumstances and priorities.
