Lounge Agent

Key Responsibilities

• Welcome guests upon arrival with a polite and professional greeting that reflects a positive image of the service.
• Verify guest information and eligibility for entry (cards, invitations, tickets, or other documents) in accordance with approved policies.
• Perform check in and check out processes quickly and accurately and update guest information in the system.
• Respond to guest inquiries regarding lounge services, facilities, or any information they may need.
• Coordinate special services for VIP guests such as preferred seating, special facilities, or customized meal requests.
• Guide guests to different service areas (dining, relaxation, meeting rooms) and explain available facilities.
• Handle guest feedback or simple complaints and resolve them directly, or escalate them when needed.
• Monitor crowd levels and coordinate guest flow to ensure comfort and easy movement inside the lounge.
• Provide flight information to arriving passengers, including verifying their destination and reminding them of the gate number and departure time when their flight departs from another terminal, ensuring guest comfort before entering.
• Coordinate with departure gate staff and ground service providers to facilitate movement for guests with special needs, especially wheelchair users, and ensure all arrangements are prepared in advance.
• Welcome and register eligible guests entering through credit cards (e.g., Visa or MasterCard) or direct payment while ensuring all requirements and policies are met.
• Enter guest data into the Odoo system accurately and document the boarding pass as an official reference for each guest entering the lounge.