Reports to / Executive Lounge Manager
Responsible for: / N/A
- Purpose and Scope
Reporting directly to the Executive Lounge Manager this position plays an essential role in delivering the Lounge product. Key to this success will be to deliver customer service of the highest standard.
Providing the contact point for the Lounge customers, this position delivers aspects of the Lounge operation. This will ensure the Lounge is run in an efficient, customer responsive and professional manner providing a first class customer experience.
To provide assistance with the day-to-day tasks of the Executive Lounge Co-ordinators.
- Key Accountabilities and Role Outputs
- To support the Executive Lounge Co-ordinators in day to day operational tasks
- Ensure the highest standards of customer service are maintained at all times. You will be attentive to the needs of the customer ensuring the Lounge maintains and where possible exceeds the expected minimum standard.
- Proactively and reactively undertake regular checks of the service facilities to ensure their operational readiness and ability to meet consumer expectations, reporting any deficiencies immediately to the necessary personnel.
- Work and communicate with the Executive Lounge Co-ordinators to identify and establish where service provision can be improved, recommending any improvements to the Executive Lounge Manager.
- Work under the direction of the Executive Lounge Manager you will observe and maintain stock levels at all times.
- In the event of an emergency situation you will participate and co-ordinate as directed by a member of the Airport Operations team, the Airport Emergency Evacuation Procedures as detailed in the Emergency Orders.
The post-holder will be required to undertake additional duties, commensurate with this post, as required.
Health and Safety:It is our intention to demonstrate an ongoing commitment to improving health and safety at work throughout the airport. We will comply with all requirements of health and safety legislation.
In order to do this, all staff must have a good awareness and understanding of health and safety hazards and risks that may affect themselves, passengers or other people on-site and must comply at all times with excellence in conduct, behaviour and attitude.
Senior management will ensure that:
- adequate resources are provided for health and safety;
- health and safety is adequately assessed, controlled and monitored;
- our people are actively involved in all aspects of creating and maintaining a healthy and safe working environment.
- It shall be the duty of every employer to ensure, so far as is reasonably practicable, the health, safety and welfare at work of all his employees.
Employee Signature:……………………………………… Date:……………………
- Skills, Knowledge and Experience
Essential / Desirable
Qualifications /
- A good level of general education
- Proven working experience within a busy customer service environment
- First Aid training
- NVQ Level 2 Customer Service
- Level 2 Food Hygiene
Experience /
- Significant proven working experience within a busy customer service environment
- Working on own initiative with minimal supervision
- Proven flexible approach to a variety of work
Knowledge /
- Stock control methods
- Health and Safety awareness
Skills /
- Good communication skills
- Ability to work in a team
- Ability to multi-task
- Able to work with the minimum of supervision and ability to prioritise
- Ability to reacted with flexibility in response to rapidly changing circumstances
- Proactive and determined to deliver an excellent service
- Excellent organisational skills
- Ability to understand and act consistently with the aims and objectives of the Airport
General /
- Highly motivated and dynamic individual
- Ability work under pressure and to achieve outcomes
- Professional and confident
Post created: April 2016
Post-holder signature:………………………………….Date:…………………………