Airport Hospitality Specialist

Are you passionate about delivering exceptional customer service in a fast-paced airport environment? If so, we invite you to join our marhaba Lounge team.

The Customer Service Ambassador plays a vital role in delivering warm and inviting experiences to lounge guests, ensuring a seamless check-in process. This position requires strong interpersonal skills, attention to detail, and the ability to multitask effectively in a dynamic environment.

• 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 marhaba 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 our customer recovery guidelines.
• Manage guest access billing inquiries accurately and ensure any discrepancies are reported and resolved.

• 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.