Key Duties and Responsibilities:
- Provide a welcome service to passengers using the lounge, ensuring a pleasant customer experience.
- Ensure accurate administration of guests entering the lounge in order to support the billing of customer airlines.
- Implement and maintain customer regulations, policies, procedures and requirements.
- Provide relevant information to customer queries and provide solutions to issues guests may experience.
- Assist guests during flight irregularities i.e. delays, cancellations or diverted flights.
- Maintain excellent customer service standards at all times.
- Responsible for 3rd party food & beverage supplier through management and supervision of 3rd party staff.
- Monitor, take stock and liaise with the 3rd party food & beverage supplier on lounge supplies to ensure timely restocking and provision of supplies.
- Monitor and liaise with 3rd party supplier on timely & adequate provision, presentation and quality of food and beverage.
- Ensure general lounge cleanliness and tidiness is maintained at all times; coordinate 3rd party cleaning activities.
- Ensure proper reporting of shift operations to the Lounge Manager.
- Maintain good relations with airline representatives and airport authorities.
Qualifications
- Education: KCSE Mean C+, IATA certification or diploma in hotel/catering and computer proficiency.
- Professional Experience: Aviation industry or hospitality industry experience preferred
- Experience: At least 3 years in a busy operational environment.
- Proven track record in managing teams, planning and organising is an added advantage.
- Excellent communication skills.