We are currently recruiting for Part Time Escape Lounge Agent's to be part of our team based at Manchester Airport.
This is an exciting role where you will ensure our passengers receive the best possible service in our lounges.
To assist with the provision of a high quality Escape Lounge facility to the customers both contractual and non-contractual customers whilst ensuring optimum delivery of the agreed service standards. Ensure that all activities and functions are performed efficiently to meet or exceed the specified service standards, and to comply with all the legislative requirements.
PRINCIPAL ACCOUNTABILITIES Provide a meet and greet service to users of the Escape Lounge facility, dealing both courteously and efficiently with any queries thus contributing to the provision of a positive and helpful customer service. Ensure Escape Lounges facilities are maintained to a high standard in order to reflect a positive and professional image to the service at all times, carrying out the required daily, weekly and monthly service standard checks as specified in the Escape Lounge Manual to ensure all standards are met. Deal with & report on any discrepancies, together with recommendations for solution. Ensure that accurate records are maintained of all Escape Lounge customers including consolidators, direct bookings and airline customers. Maintain a database of all incoming bookings received by fax, telephone or email, update and suggest improvements to the computer records to encompass new and extended business. Take monies (credit/debit cards and cash) for direct bookings either by telephone or on the day of travel and reconcile all monies taken daily/weekly, maintaining accurate and auditable accounts, including the delivery of all such monies to the finance department. Liaise with sub contracted suppliers and representatives from airlines, handling agents and booking agents to develop positive working relationships and ensure efficient operation of the Lounges. Provide assisted service to customers during their stay, including the serving of food & beverages, assisting with business services including fax, computer access and printing. React positively to customer requirements and problem situations and effectively resolve them whenever possible. Perform "back of house" duties when catering staff members are not present or busy. Back of house duties include, but are not limited to, restocking of food & beverages in the lounges, clearing tables, loading/unloading the dishwasher, rotating stock, requesting further supplies from the caterers and keeping the kitchen and lounges clean and tidy. Assist in one to one training of new staff, including subcontracted supplier staff, in order to uphold the high level of presentation, hospitality and service. Utilise in full any technology or system communication and or data collection necessary to effectively undertake duties as an Escape Lounge agent. Assist in any emergency evacuation from the Lounges as directed. Ensure the uniform dress code is adhered to at all times, so enhancing the image of the Escape Lounge.
KNOWLEGE, EXPERIENCE & SKILLS
You will have a passion for delivering excellent service and previous experience in a customer facing role is essential
The post holder would ideally have an NVQ level 2 or 3 in Customer ServiceYou will be Computer Literate and familiar with the use of mainstream PC applications, including Microsoft Office i.e. Excel and Word, Lotus Notes E-mail
Part Time Permanent Contract - Salary £11,730 p.a
You will work 25 hours a week on a mixture of shifts which will include early mornings and late nights. Flexibility is essential
Shortlisted candidates will be contacted and asked to take part in a telephone interview.
Advert will close once sufficient applications are received