Job Role 

A Customer Service Associate (CSA) is responsible for assisting customers, handling inquiries, resolving complaints, and ensuring a positive customer experience. In an airport setting, CSAs play a crucial role in helping passengers with check-ins, baggage handling, directions, and general support.

Responsibilities 

Guest Reception: Greet and welcome guests in a professional, courteous, and friendly manner upon arrival at the lounge. Ensure all guests feel valued and comfortable.

Customer Service: Assist guests with check-in, seating arrangements, and any special requests, ensuring an exceptional guest experience.

Lounge Guidance: Provide information about lounge amenities, services, and available offerings, including food, beverages, and entertainment options.

Problem Solving: Address any guest concerns or issues promptly, escalating to management when necessary, ensuring a smooth and positive experience for all visitors.

Monitoring Lounge Activity: Ensure the lounge environment is clean, comfortable, and welcoming, regularly checking on guest needs and maintaining a relaxed atmosphere.

Communication: Maintain open communication with the lounge team to ensure seamless service, including relaying important information about guest preferences or needs.

VIP and Special Guest Handling: Provide personalized services to VIP guests, offering tailored experiences to meet their specific needs.

Coordination with Operations Team: Work closely with kitchen, bar, and housekeeping teams to ensure smooth operations and timely delivery of services.

Feedback Collection: Engage with guests to gather feedback on their lounge experience, reporting suggestions or concerns to management for continuous improvement.

Requirement 

• Strong problem-solving and conflict-resolution abilities.

• Ability to work in a fast-paced, high-pressure environment.

• Multitasking and time management skills.

• Customer-focused attitude and patience.

• Basic knowledge of airline and airport procedures.