Lounge Service Officer

2 days ago

Changi East Region, Singapore dnata Full time $30,000 - $50,000 per year

Summary
The Customer Service Officer (Lounge) is responsible for the front-line experience and provides passenger with excellent service upon check-in at the lounge.

Duties and Responsibilities

  • Involved in the overall running of the lounge operation to ensure consistent quality and service standards
  • Assist to coach junior team members to uphold lounge service standards by providing on-job-training, in-service training, and coaching
  • Well-versed in lounge eligibilities and Lounge Visitor Registration System (LVS) to ensure seamless registration process
  • Ensure that all lounge invitations are tallied against the LVS and of correct information
  • Assist in preparing billing reports and Lounge Sweep monthly for submission to FIN team and airlines
  • Comply with documentation requirement of updating work log records daily
  • Timely reporting of any issues or irregularities concerning lounge equipment and facilities
  • Answer enquiries from passengers, respond to calls and emails from management, airline partners and contractors
  • Manage passengers' compliments, feedback and complaints with professionalism
  • Make special arrangements for passengers in need or require care from dedicated channels such as wheelchair assistance and medical emergency
  • Keep lounge users informed of changes pertaining to boarding, final call and flight delay
  • Ensure compliance with all workplace safety, security, and health policies and procedures

Perform any ad-hoc duties as assigned by the reporting manager or department head

Requirements

  • Minimum GCE 5 "N" levels and above
  • Minimum 2 years' experience in passenger handling, butler or equivalent experience
  • Flexibility to work varied hours, including weekends and public holidays.

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