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.
