Ambassador

2 weeks ago

Melbourne, Victoria, Australia beBeeService Full time $60,000 - $80,000

Marhaba Lounge Ambassador

We are seeking a customer-focused individual to join our world-class lounge team at Melbourne Airport.

This role is ideal for someone who is passionate about delivering exceptional guest experiences and has strong interpersonal skills, attention to detail, and the ability to multitask effectively.

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 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 dnata's customer recovery 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.

Essential Criteria:

  • 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.

Benefits:

  • Award Rate Salary.
  • Opportunities for career development and advancement.
  • Comprehensive training and induction program.
  • Access to staff discounts.

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