Concierge - Airport Transit Lounge Reception
AAPC Services
Posted 9 days ago
Overview of Duties
Ensure effective and efficient operation of the lounge reception desk
Provide exceptional service, ensuring total customer satisfaction to our guests at all times
Be an ambassador of Accor Hotels and the Qantas Airways
Main Responsibilities
Provide a warm welcome as first point of contact.
Monitor lounge entry according to policy requirements.
Ensure guest experience is seamless from check-in and hosting at the lounge.
Assist with lounge service when required.
Respond to guest queries and follow up with partner airlines when required.
Provide services to our guests in relation to their flights in adherence to the lounge procedures.
Develop positive communication and build collaborative relationship with airline partner(s) - understanding guests and flights' eligibility in usage of the lounge.
Monitor, log and announce all flight departures and delay updates as required.
Ensure effective communication of new and updated information regarding policies, and general lounge information.
Conduct delay management, including organising re-bookings, and keeping customers informed of changes; advising Customer Journey Managers along with effective use of service recovery tools.
Ensure strict procedures are followed in regard to guest transportation, luggage collection and storage, and guest confidentiality.
Arrange guest transportation to and from the lounge for guests requiring mobility assistance when needed.
Maintain open communication and reporting as required by the Managers and stakeholders.
Visually inspect the lounge and surrounding vicinity to ensure the areas are clean and tidy at all times and take action to ensure this meets our standard.
Act in accordance with relevant service standards in all dealings with colleagues and people external to Qantas Airways
Any other assigned duties.
Experience & Skills
Minimum Diploma
Well-versed and ability to communicate well in English
Preferably with working experience in the airport environment
Required to be tech savvy
Proficient in MS Office, particularly Word and Excel
About AAPC Services
About the Company
At Accor our goal is that every person feels welcome and feels valued. We ensure that everyone can come as they are, and feel like they belong. As one big team, we know that together can we do amazing things! The world is more welcoming when we’re connected heart to heart. How do we do it? We place people at the heart of everything we do.
Sofitel, the Upscale International Hotel Brand for Accor Hotels, offers Lounge guests a new attitude for cosmopolitan business and leisure travelers visiting the Qantas First and Business Lounges Singapore. It is a luxury state of mind that drives our teams to deliver exceptional experiences for our guests. It's there in a way that we remember a regular guest's favourite drink, or meal, or preferred newspaper. It's in the personal attention we might offer a first-time visitor to our lounge to help them feel at home. It's in the care and pride we take in serving beautiful, fresh food that's a pleasure to eat. It's there in the playful banter between our barista and a regular guest. It's there in every warm smile, helping hand and fond farewell.
Based at Singapore Changi Airport Terminal 1, The Qantas Singapore Lounges, offers a new standard of luxury for our guests travelling through Singapore. The lounge reflects the heart of Singapore, a vibrant and exciting space that celebrates the heritage scene.