Job Description

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 and the Qantas brand.

• Provide a warm welcome as first point of contact for lounge guests.
• Monitor lounge entry according to policy requirements.
• Respond to customer queries and follow up with partner airlines as required.
• Provide services to our guests in relation to their flights in adherence to the lounge procedures.
• Develop positive communication with airlines for good business relationships and understanding of their guests and flights that utilises 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; and advising Customer Journey Managers along with effective use of service recovery tools.
• Ensure strict procedures are followed in regards to guest transportation, luggage collection and storage, and guest confidentiality.
• Arrange guest transportation to and from the lounge for guests requiring mobility assistance.
• Carry out reception duties as required.
• Maintain a professional rapport with colleagues and customers.
• Ongoing 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 customer service standards in all dealings with colleagues and people external to Qantas.
• Any other assigned duties.

• Possess Diploma in Tourism/Hospitality or equivalent.
• Minimum 3 years of related experience preferably in Concierge/Hospitality/Hotel/Lounge/F&B operations.
• Applicants must possess a valid WSQ Food Hygiene certificate.