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To become one of the world’s greatest service brands, service excellence is at the heart of our core brand value proposition. The Premium Services Ambassador plays a crucial role at check-in, lounge, and boarding areas by demonstrating the three key brand values of ‘Thoughtful’, ‘Progressive’, and ‘Can-do Spirit’. They make all moments of truth memorable by understanding the voice of our customers and ensuring a top-notch airport experience.
Key Responsibilities
* Support the Premium Services Manager and Supervisor in overseeing premium check-in, First & Business class lounges, and boarding experience.
* Manage premium customer requests at all touchpoints, primarily at First class check-in, and consolidate customer feedback for continuous improvement and personalization.
* Keep the team informed of significant matters, handling outcomes as needed.
* Deliver excellent customer service in accordance with company standards, legal requirements, and health and safety regulations.
* Possess fundamental airline operations and hospitality knowledge to ensure a seamless experience from check-in to boarding.
* Interact with customers, anticipate needs, and deliver personalized experiences to high-value customers using digital tools and operational inputs.
* Prepare the premium check-in area at the start of each shift.
* During shifts, responsibilities include:
Guest Relations
* Greet customers warmly, engage with passengers, and build rapport by offering personalized assistance.
* Address inquiries and provide information about lounge facilities and memberships.
* Handle customer feedback, complaints, and requests professionally and promptly.
* Gather feedback to improve the customer experience.
* Conduct tours for VIPs, events, and stakeholders as needed.
* Serve as a helpful source of information and assistance.
* Monitor the check-in environment for cleanliness and maintenance.
* Delegate tasks to the lounge team based on customer and operational needs.
Concierge Services
* Assist with travel-related inquiries, baggage handling, flight connections, and serving child passengers.
* Offer personalized activity and experience suggestions based on customer interests.
Communication and Collaboration
* Collaborate with other departments to meet operational requirements and maintain service standards.
* Attend training to stay updated on policies and procedures.
* Share passenger feedback with relevant teams for continuous improvement.
* Mentor new joiners through coaching and training, imparting operational knowledge and standards.
* Stay informed about regulatory and service requirements, ensuring policy alignment.
Requirements
* F.5 or Diploma in Hospitality or related disciplines is advantageous.
* Experience in hotel management, hospitality, fine dining, or luxury hotels is preferred.
* Experience at an airport lounge is desirable.
* Proficiency in spoken and written English; Cantonese and/or Mandarin is a plus.
* Strong interpersonal skills, decision-making, leadership, and people management qualities.
* Initiative, problem-solving skills, and ability to manage multiple tasks under pressure.
* Customer-oriented with a passion for service excellence.
* Team player with a positive attitude and attention to detail.
* Flexible with working hours, able to work overtime for flight delays.
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