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.
