Senior Lounge Agent - Morocco

Job Purpose

* Ensure Premium customers are provided with the highest level of customer service at all times. Greet customers as they enter the Lounge and introduce them to all aspects of the Lounge product, advising them of all available services and offering assistance where required to maintain customer loyalty.
* Liaise with service providers and supervise staff, overseeing catering, cleaning and maintenance operations, so that service standards are met and maintained.
* Assist operational staff in a proactive manner, to ensure customer needs are met by undertaking seat changes, issuing of boarding cards, check-in of transit customers, reservation changes and the boarding process from the lounge (where applicable).
* From time to time based on the directions of the Supervisor/Airport Services Manager assist with ticket desk functions and airport operations.
* Keep all customers in the lounge informed of flight departures and other relevant information pertaining to their flight.
* Ensure the expeditious and accurate completion of all reports & statistical data including customer trends, meal wastage and recording of inwards goods and confirmation of invoices. Undertake daily/weekly stock control. Control expenditure on food, beverages & other consumables in order to minimise waste and unnecessary costs while still meeting the needs of EK customers. Identify any potential areas of development with product delivery and address this with the Airport Services Manager.
* Conduct various audits as directed by HQ and ensure timely reporting and corrective actions on non-conformance. Work with lounge Supervisor in developing lounge menu changes.
* Undertake various administrative functions and other duties as directed from time to time by the Lounge Supervisor, Airport Services Manager and other senior staff on duty.
* Cover during the absences of the Lounge Supervisor ensuring that optimum customer service levels are maintained.
* Respond to queries and complaints in an efficient and timely manner in order to restore customer confidence.

Assist the Lounge Supervisor in ensuring the delivery of a consistently high level product for EK premium customers and that service suppliers provide the expected level of service. To deputise for the Lounge Supervisor during his/her absences

Minimum GCE `O' Level or equivalent.

Experience

Given the specific requirements at outstations, a minimum of 3 years experience is required in either Aviation or Hospitality.

Qualification

Basic knowledge of Departure Control Systems.

Knowledge of Microsoft Word and Excel.

Fluency in English and the language of the country within which you are working.

A keen interest in the hospitality industry an advantage.

Please note that you mus have the right to live and work in Morocco

Salary & benefits

Competitive salary.