Guest Service Officer

About the role

The Guest Service Officer ensures a seamless and welcoming experience for all passengers using the airport lounge. You will be the first point of contact, handling check‑in, providing information, and assisting with a range of guest needs throughout their stay.

Key responsibilities

• Greet, receive, and bid farewell to guests at the entrance and reception.
• Manage check‑in procedures and follow admission instructions.
• Assist guests with internet access, baggage arrangements, and shower bookings.
• Conduct regular checks of all lounge areas to maintain cleanliness and safety.
• Promote lounge services and facilities, handling requests and complaints promptly.
• Manage lost‑and‑found items and maintain related documentation.
• Handle confidential guest records with integrity.
• Answer telephone calls and take immediate appropriate action.
• Maintain accurate cash flow records and receipts.
• Coordinate with security, customs, luggage, wheelchair, accommodation, and transportation services.
• Escort passengers through security, customs, and the lounge when required.
• Provide timely updates on flight changes, delays, cancellations, or gate changes.

Required profile

• Strong customer‑service orientation with a courteous and friendly demeanor.
• Ability to handle confidential information responsibly.
• Excellent communication skills and ability to work effectively in a team.
• Attention to detail and ability to manage multiple tasks simultaneously.
• Flexibility to work in a fast‑paced airport environment.

Required skills