Overview of Duties
- Ensure effective and efficient operation of the lounge reception desk.
- Provide exceptional service, ensuring total customer satisfaction to our guests at all times.
- Be an ambassador of Accor Hotels and the Qantas Airways brand.
Main Responsibilities
- Provide a warm welcome as first point of contact for lounge guests.
- Monitor lounge entry according to policy requirements.
- Ensure guest experience is seamless from check-in to lounge hosting. Assist with lounge service when required.
- Respond to customer queries and follow up with partner airlines as required.
- Provide services to our guests in relation to their flights in adherence to the lounge procedures.
- Develop positive communication with airlines for good business relationships and understanding of their guests and flights that utilises the lounge.
- Monitor, log and announce all flight departures and delay updates as required.
- Ensure effective communication of new and updated information regarding policies, and general lounge information.
- Conduct delay management, including organising re-bookings, and keeping customers informed of changes; and advising Customer Journey Managers along with effective use of service recovery tools.
- Ensure strict procedures are followed in regards to guest transportation, luggage collection and storage, and guest confidentiality.
- Arrange guest transportation to and from the lounge for guests requiring mobility assistance.
- Carry out reception duties as required.
- Maintain a professional rapport with colleagues and guests.
- Ongoing open communication and reporting as required by the Managers and stakeholders.
- Visually inspect the lounge and surrounding vicinity to ensure the areas are clean and tidy at all times and take action to ensure this meets our standard.
- Act in accordance to relevant service standards in all dealings with colleagues and people external to Qantas Airways.
- Any other assigned duties.
Experience & Skills
- Minimum Diploma in Tourism/Hospitality or equivalent.
- Minimum 3 years of related experience preferably in Concierge/Hospitality/Hotel/Lounge/F&B operations.
- Experience in F&B, hosting, order taking and serving.
- Required to acquire and be competent in internal systems
- Proficient in MS Office - Word, Excel and Powerpoint.
