Summary

The Customer Service Officer (Lounge) is responsible for the front-line experience and provides passenger with excellent service upon check-in at the lounge.

Duties and Responsibilities

• Involved in the overall running of the lounge operation to ensure consistent quality and service standards
• Assist to coach junior team members to uphold lounge service standards by providing on-job-training, in-service training, and coaching
• Well-versed in lounge eligibilities and Lounge Visitor Registration System (LVS) to ensure seamless registration process
• Ensure that all lounge invitations are tallied against the LVS and of correct information
• Assist in preparing billing reports and Lounge Sweep monthly for submission to FIN team and airlines
• Comply with documentation requirement of updating work log records daily
• Timely reporting of any issues or irregularities concerning lounge equipment and facilities
• Answer enquiries from passengers, respond to calls and emails from management, airline partners and contractors
• Manage passengers’ compliments, feedback and complaints with professionalism
• Make special arrangements for passengers in need or require care from dedicated channels such as wheelchair assistance and medical emergency
• Keep lounge users informed of changes pertaining to boarding, final call and flight delay
• Ensure compliance with all workplace safety, security, and health policies and procedures

Perform any ad-hoc duties as assigned by the reporting manager or department head

Requirements

• Minimum GCE 5 “N” levels and above
• Minimum 2 years’ experience in passenger handling, butler or equivalent experience
• Flexibility to work varied hours, including weekends and public holidays.