Guest Service Officer-Riyadh Airport

About Us

Hello! Welcome to Plaza Premium Group, we're people passionate about Making Travel Better. We are a global company with team members from all walks of life, together we are #PPGFamily, together we are building a legacy. You don't need to be from this industry, you do need to be passionate.

We were established in HK in 1998 by someone who understood the value of an airport lounge and felt that the experience shouldn't just be limited to a closed-circuit group of travelers. Through the years we have worked incredibly hard to create an experience which is both accessible and quality. Almost 25 years later we now span four core business segments: airport lounges, airport terminal hotels, airport meet & greet services, and a range of airport dining concepts.

In addition to our own brands, PPG provides airport hospitality solutions to leading airlines, alliances and corporates around the world. Here are a few names you might recognize: Cathay Pacific Airways, Singapore Airlines, Lufthansa etc.

With the future of travel always in sight, we created Smart Traveler, a mobile-app rewards program underpinned by in-house technology. We are fast-moving and always evolving to drive our purpose of making travel better.

Duties & Responsibilities:

- Greet, receive and collect payment from guests at the front reception counter,

- To know and understand the current policies and procedures of the Lounge/Aerotel.

- To know and understand the offering of the lounge including queries about dietaries and

allergies

- To be thorough with all Admission instructions and eligibility policies,

- To be the great first impression creator and to engage with guests at every opportunity

- Assist guests in a friendly manner and ensure a pleasant experience throughout the stay

- Guide guests to assigned areas,

- Carry out regular checks of all areas of the Lounge/Aerotel

- Collect and distribute magazines and newspapers. Arranging them neatly on the racks. Where

applicable digital content platforms need to be checked,

- Ensure the quality of food, guest services, hygiene, cleanliness and tidiness of the

Lounge/Aerotel achieve total customer satisfaction and meet company standards,

- Upsell where possible additional facilities, i.e. spa, showers, premium beverages, sleeping

facilities

- To ensure the well-being, satisfaction and comfort of all guests within the limits of the

Department and to establish a highly personalized style of service and attention to guests in

keeping with the atmosphere of a lounge.

- To maintain a courteous, helpful and friendly attitude with guests at all times and to use guest

names at every available opportunity.

- To maintain the highest standard in personal appearance and demeanour in line with company

grooming and personal hygiene standards.

- To have a good working knowledge of all departments of the Lounge/Aerotel.

- To have a good knowledge of important and relevant airport departments and facilities around,

- To have a full understanding of all equipment within the Front Office Systems, Word and Email.

To be familiar with all reservation tasks to cover this role if required.

- To be efficient and well-informed in taking reservations, in the absence of the Duty Manager:

availability, prices and any restrictions.

- To record all relevant comments of appreciation, suggestions, incidents and maintenance points

in order to initiate follow up.

- To be responsible for not only cash float but also other financial transactions in your care as per

cashiering shift and in the main safe and be aware of security issues.

- Ensure correct hand-over procedure of day's business regarding covers and cashiering.

- Responsible for the stock control,

- To be aware of the problems arising with reference to queries on accounts and restaurant bills.

- To be familiar with how to rectify these and explain fully, adjusting if necessary.

- To be aware of complaints/problems and bring them to the attention of the Duty Manager and to

offer assistance.

- Dealing with guests feedback and complaints in a professional manner

- Any other reasonable request from the manager in charge within the scope of your position.

- To make sure that company policy, values and the vision are followed at all times.

- To be fully aware of the Lounge's Fire Safety procedures and Health & Safety regulations.

- To be aware of all relevant closing procedures

Qualifications / Essential Skills:

- Previous experience within a position in the hotel/hospitality sector

- Excellent interpersonal and presentation skills

- Able to build and maintain relationships with internal and external guests

- Eager to learn, positive and energetic personality

- Be organised and motivated

- Able to remain calm under pressure

- Possess a good command of English and have excellent communication skills, both written and

verbal

- Able to work flexible hours

- Punctuality and regular and reliable attendance.

- Honesty and Integrity