Perform Front Office Operations

• team's delivery of guest services to ensure adherence to organizational 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 maximize 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 impression information 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

• Relevant experiences in hotel or customer service is an advantage
• Customer-orientated with a pleasant disposition and the ability to work in a fast-paced environment
• Ability to multi-tasking while maintaining a positive attitude when working with guests and team members
• Computer literate and able to navigate through the company system
• Outgoing, good communication, interpersonal skills, active listening and showing empathy
• Be willing to perform shift work and work on weekends, Public Holidays - 5 days work week
• Multi-lingual, excellent spoken and written English is a must, and the ability to speak other languages would be an advantage

With a mission of “making travel better”, Plaza Premium Group is a pioneer and the market leader in airport hospitality services with an international footprint of over 250+ locations, 80+ International Airports, 30+ countries and regions, serving 20 million travellers annually.

The group comprises four core business segments – airport lounges Plaza Premium First and Plaza Premium Lounge; airport terminal hotels Aerotel and Refreshhh by Aerotel; airport meet & greet services ALLWAYS and a range of Airport Dining concepts.  The Group has also developed Smart Traveller, a mobile-app based global airport membership programme that is designed for air travellers, offering uniquely-curated perks, benefits and rewards experience through points earning and redemption. In addition to its own brands, Plaza Premium Group provides airport hospitality solutions to leading airlines, alliances and corporates around the world, including but not limited to Cathay Pacific Airways, Singapore Airlines, Lufthansa, China Southern Airlines, Star Alliance, SkyTeam, American Express and many more. By continuously innovating and striving to surpass travellers’ expectations of airport experiences, the group is growing exponentially across major international airports globally.