Guest Service Officer-Riyadh Airport

Hello! Welcome to Plaza Premium Group, we're people passionate about Making Travel Better. We are a global company with team members from all walks of life, together we are #PPGFamily, together we are building a legacy. You don't need to be from this industry, you do need to be passionate.

We were established in HK in 1998 by someone who understood the value of an airport lounge and felt that the experience shouldn't just be limited to a closed-circuit group of travelers. Through the years we have worked incredibly hard to create an experience which is both accessible and quality. Almost 25 years later we now span four core business segments: airport lounges, airport terminal hotels, airport meet & greet services, and a range of airport dining concepts.

In addition to our own brands, PPG provides airport hospitality solutions to leading airlines, alliances and corporates around the world. Here are a few names you might recognize: Cathay Pacific Airways, Singapore Airlines, Lufthansa etc.

With the future of travel always in sight, we created Smart Traveler, a mobile-app rewards program underpinned by in-house technology. We are fast-moving and always evolving to drive our purpose of making travel better.

Duties & Responsibilities:

1. Greet, receive and collect payment from guests at the front reception counter.
2. Know and understand the current policies and procedures of the Lounge/Aerotel.
3. Know and understand the offering of the lounge including queries about dietaries and allergies.
4. Be thorough with all Admission instructions and eligibility policies.
5. Create a great first impression and engage with guests at every opportunity.
6. Assist guests in a friendly manner and ensure a pleasant experience throughout their stay.
7. Guide guests to assigned areas.
8. Carry out regular checks of all areas of the Lounge/Aerotel.
9. Collect and distribute magazines and newspapers, arranging them neatly on the racks.
10. Ensure the quality of food, guest services, hygiene, cleanliness, and tidiness of the Lounge/Aerotel to achieve total customer satisfaction and meet company standards.
11. Upsell additional facilities, i.e., spa, showers, premium beverages, sleeping facilities.
12. Ensure the well-being, satisfaction, and comfort of all guests.
13. Maintain a courteous, helpful, and friendly attitude with guests at all times.
14. Maintain the highest standard in personal appearance and demeanor in line with company grooming and personal hygiene standards.
15. Have a good working knowledge of all departments of the Lounge/Aerotel.
16. Have a good knowledge of important and relevant airport departments and facilities around.
17. Have a full understanding of all equipment within the Front Office Systems, Word, and Email.
18. Be familiar with all reservation tasks to cover this role if required.
19. Be efficient and well-informed in taking reservations, in the absence of the Duty Manager.
20. Record all relevant comments of appreciation, suggestions, incidents, and maintenance points in order to initiate follow-up.
21. Be responsible for cash float and other financial transactions in your care.
22. Ensure correct hand-over procedure of day's business regarding covers and cashiering.
23. Be responsible for stock control.
24. Be aware of complaints/problems and bring them to the attention of the Duty Manager.
25. Deal with guests' feedback and complaints in a professional manner.
26. Follow any other reasonable request from the manager in charge within the scope of your position.
27. Ensure that company policy, values, and vision are followed at all times.
28. Be fully aware of the Lounge's Fire Safety procedures and Health & Safety regulations.
29. Be aware of all relevant closing procedures.

Qualifications / Essential Skills:

1. Previous experience within a position in the hotel/hospitality sector.
2. Excellent interpersonal and presentation skills.
3. Able to build and maintain relationships with internal and external guests.
4. Eager to learn, positive, and energetic personality.
5. Be organized and motivated.
6. Able to remain calm under pressure.
7. Possess a good command of English and have excellent communication skills, both written and verbal.
8. Able to work flexible hours.
9. Punctuality and regular, reliable attendance.