Lounge Agent

Country GERMANY City Frankfurt Department Airport Operations Closing date 9 April 2012

Job Purpose To deliver exceptionally high standards of guest service and constantly enhance guest satisfaction levels at the EY Premium Lounges in line with EY brand values and promise; to coordinate guest flow within the lounge in order to maintain on time performance. Responsibilities You will be responsible to: Perform at consistently high standards of service and maintain strong and visible presence in order to ensure entire guest experience within EY premium lounges exemplifies EY brand promise and values. Act as ambassador of EY providing premium services playing various roles such as receptionist, hostess and attending to all guest needs (e.g. check reservations in Amadeus & DCS, limousine, etc.). Be approachable and encourage open feedback from guests in order to gain valuable insights in improving guest experience in terms of service, facilities and products (e.g. menu, wine selection and product offerings); ensure that these information are shared and reported to management. Attend to all guest queries and complaints efficiently and effectively using appropriate techniques (e.g. listening, empathy, etc.) and service recovery methods, escalating to higher management as required. Maintain OTP standards by ensuring all guests leave the lounge at an appropriate time for their flight. Ensure that the lounge is well maintained at all times and all faults and defects are reported and fixed as quickly as possible; supervise third party staff such as cleaners and porters to ensure that standards are met. Comply with all safety and security standards and guidelines at all times. Ensure that guest requests are charged to the right cost centre (e.g. limousine booking). Responsible and accountable for identifying safety risks in accordance with risk assessment process, and ensures that adequate risk mitigation steps are appropriately implemented in order to ascertain safety within the workplace. Requirements Qualification & Education: Educated to high school or secondary level, diploma level preferred. Experience: Minimum of 2 years customer service experience in an airline, hospitality or food & beverage industry, at least 1 year exposure dealing with high profile guests/VIPs is an advantage. Training & Knowledge: Excellent communication skills Fluent in English and German Trainings in customer service and complaints handling techniques Trainings in food safety and hygiene

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Lounge Agent