Job Overview
The Front Desk Receptionist at the VIP Lounge plays a vital role in creating a welcoming and efficient environment for guests. This individual serves as the initial point of contact for guests entering the VIP Lounge and ensures their experience is seamless and memorable. The primary purpose of this role is to provide exceptional customer service, manage guest inquiries and requests, and maintain the operational flow of the VIP Lounge.
Responsibilities
Guest Reception:
Warmly greet guests as they enter the VIP Lounge.
Check-in guests efficiently, providing information about lounge amenities and services.
Screening guests at the entrance (on the status allowing access).
Handle guest inquiries and assist with any requests or issues.
Customer Service:
Ensure exceptional customer service at all times.
Address guest concerns or complaints promptly and professionally.
Assist guests with information about airport services.
Administrative Duties:
Maintain the reception area clean, organized, and presentable.
Manage incoming calls and direct them to the appropriate staff members.
Maintain records of guest visits, preferences, and special requests.
VIP Lounge Operations:
Coordinate with other staff members to ensure smooth lounge operations.
Monitor lounge amenities.
Assist in maintaining security protocols, including monitoring lounge access.
Report any breakdowns or malfunctions of equipment/furniture to the Lounge Supervisor. Contact suppliers for machine maintenance/repair in the absence of the Lounge Supervisor.
Communication:
Relay important information to guests, such as flight updates or lounge announcements.
Communicate effectively with other lounge staff and management.
Problem Solving:
Handle unexpected situations calmly and effectively, such as flight delays or overcrowding.
Resolve guest complaints or issues with tact and professionalism.
Safety and Security:
Adhere to safety and security procedures, including identifying and reporting any suspicious activity.
Maintain confidentiality of guest information and sensitive lounge data.
Profile:
Two to three years previous experience in customer service or hospitality is preferred.
Excellent communication and interpersonal skills.
Ability to remain calm under pressure and handle difficult situations.
Proficiency in using computer systems and basic office software.
Knowledge of airport facilities and services is an advantage.
Flexibility to work in shifts, including weekends and holidays.
Fluent in English and Portuguese.
Availability to work in the following shifts: 4:30am-2:30pm / 2:30pm-12:30am (10 hour shifts, 40 hours per week, 4 work days and 3 rest days) at Humberto Delgado Airport, Lisboa.
Job Type: Full-time
Pay: 900.00€ - 1,000.00€ per month
Experience:
Hospitality: 1 year (Preferred)
Language:
Português (Required)
English (Required)
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