Guest Services Officer
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Key skills for this role
Role Overview
Deliver accurate, professional, and efficient frontline service for guest check-in, entitlements, and lounge access.
Support smooth airport lounge operations through guest assistance, area checks, queue management, and issue escalation.
Promote lounge packages, walk-in campaigns, partner offers, and Smart Traveller membership to support revenue targets.
Key Skills for This Role
Full Job Posting
Job Scope
Deliver accurate, professional, and efficient frontline service for guest check-in, entitlements, and lounge access.
Support smooth airport lounge operations through guest assistance, area checks, queue management, and issue escalation.
Promote lounge packages, walk-in campaigns, partner offers, and Smart Traveller membership to support revenue targets.
Job Responsibilities
- Greet and farewell guests professionally and assist with lounge services, bookings, seating, and navigation.
- Inspect lounge areas and report maintenance or cleanliness issues immediately.
- Follow lost-and-found procedures and respond clearly to telephone, email, and internal communications.
- Process POS transactions, receipts, vouchers, and cashless payments in accordance with financial guidelines.
- Use stationery and operational materials responsibly while supporting cost control.
- Maintain guest information confidentiality and follow privacy standards.
- Assist with crowd flow, opening and closing procedures, service-area preparation, meetings, training, and quality audits.
Job Requirements
- High school education, hospitality diploma, or above.
- Relevant hotel or catering experience is advantageous.
- Strong spoken English, good interpersonal and communication skills, and a presentable, outgoing manner.
- Ability to work independently and under pressure.
- Shift duties are required.
Work Location
- The role is based at an airport lounge.
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