Job Description

Responsibilities:

• The Airport representative is tasked to identify and/or locate the guests upon arrival with the use of a paging board / iPad bearing the hotel logo.
• Upon identification of hotel guests, the airport representative will introduce him/herself and provide a warm welcome to the guests. Luggage assistance is extended and guests are escorted to their pre-arranged hotel transportation.
• While guests are escorted to their assigned vehicle, it is a must for the airport representative to engage the guests and check if they require any assistance. While at the airport, the airport representative will also check if guests would like to arrange any meals, restaurant reservations that can be pre-arranged prior to reaching the hotel.
• Upon reaching the pick-up point where the assigned vehicle is waiting, the airport representative will introduce the designated driver of the guest. A brief handover will be completed at this point to the driver and guests\' luggage will be loaded into the vehicle.
• Airport representatives will bid the guests a fond farewell and wish them an enjoyable stay.
• As the driver starts the journey to the hotel, the airport representative will contact the hotel concierge to announce the arrival of the guests. The airport representative may share additional and helpful information to the concierge to better anticipate the guests.
• Guests are escorted to the check-in counters or self-check-in kiosks to process their airline registration and boarding pass. The airport representative will offer assistance for guests to be escorted to the GST refund counters.
• The Airport representative will assist guests with their check-in luggage. The Airport representative is knowledgeable with airline regulations and other relevant information that is useful for the guests.
• Before bidding the guests farewell, the airport representative will check if guests need any further assistance and if they have everything they need for their departure.
• The airport representative will notify the hotel (via call or text) to announce the completion of the departure experience.

Mandarin Oriental