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Perform Front Office Operations
- team's delivery of guest services to ensure adherence to organisational standards and procedures
- daily front office activities to ensure operational efficiency
- resources and allocate work assignments to team members
- irregularities related to the delivery of front office service
- suggestive selling techniques to sell and to promote other services of the lounge to mazimise revenue
- the check-ins and check-outs for guests and large groups
- cashier-related functions
- all wake-up calls request timely
- proper telephone etiquette
Drive service and operational excellence
- day-to-day operations to deliver high level of service for our guests consistently
- and ensure quality of food, guest services, hygiene, cleanliness and tidiness to achieve total customer satisfaction and meet company standards
- out regular checks of all areas of the lounge to ensure cleanliness and tidiness at all times and the functionality of all facilities.
- briefing on events and updates for new admission instructions.
- guests with respect and handles walk-in requests, registration procedures and guest complaints with professionalism to promote a positive first impressioninformation and recommendations to guests on lounge’s services and airport-related activities
- in resolving guests’ concerns and feedback to ensure guest satisfaction
- rapport with guests to enhance service experience
- all incoming calls from internal or external parties and ensure that every call received is attended to promptly and pleasantly, takes messages accurately
- improvements to enhance operational efficiency and guest experience
- innovation, improvement and sustainability plans for continuous improvement
- as a role model for service excellence to drive service
Operational risks policy
- team's compliance with data protection regulation and organisational security procedures for guest registration and credit and cash transactions
- to identify, manage and have a appropriate follow up on the potential security threat
- to assist in execute response and recovery actions during emergency situations
- safety and emergency procedures, is aware of accident prevention policies
Reports any unusual occurrences or requests to the manager
Human resource, finance and report Management
- operations reports for management updates
- administration duties include staff roster and duty assignments
- coaching and feedback to improve team performance
- team performance and provide feedback for improvement
- department meetings
Other
Undertake a busy and fast-paced role with varied duties
- Any ad hoc duties as assigned
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