MAIN OBJECTIVES

Responsible for executing lounge operation related duties.

To monitor, on a shift basis, lounge operation at Bahrain Hub and ensure exceptional standards of Customer Service are maintained for all our Premium Customers, VVIP’s and Diplomats travelling on Gulf Air.

MAIN DUTIES

• Welcome and greet premium customers and those eligible to enter the lounge and introduce them to all aspects of the lounge product, advising them of all available services and offering assistance wherever possible to maintain customer loyalty. 

• Meet and assist the specified Priority customer on arrival, ensuring he/she is comfortable, provide him/her with further connecting flight schedules or service details and assist him/her through all necessary formalities, as required i.e. security, baggage collection, transportation, hotels, immigration formalities, connecting flights. 

• Meet and endeavour to assist the Priority Customer on departure through all necessary formalities i.e. ticketing, seat requests/changes, issuing of boarding cards, check-in of transit passengers, reservation changes and any special requests.

• Ensure that the Lounge premises provide a safe, secure and relaxing environment to Gulf Ai’s valued customers. Ensure the reception desk is constantly manned during opening hours and the Lounge and all it’s offerings in terms of equipment, product and services are in optimum working condition.

• Proactively assist the Lounge Manager in communicating with management and service providers to select and negotiate the catering, magazines, newspapers and other amenities appropriate for passengers using the Falcon Gold lounge, considering such criteria as routing, nationality of customers, etc. Ensure that the highest levels of service standards are always maintained.

• Liaise with the ADM, ADO and the departure gates towards tracking any flight disruptions or delays and ensure that all customers in the Lounge are updated on any relevant flight information affecting their itinerary.

• Take ownership of providing the best possible alternatives to the priority customer affected by flight delays or disruptions, and liaise with the ADM, ADO, Customer Service desk, STPC staff, etc towards ensuring that the customer receives a seamless and smooth transfer and all his needs are met.

• Liaise and communicate closely with Catering teams, Cargo, Airport Managers, Area Managers and the Sales team of each station in relation to on board Priority Customers/VIPs/CIPs.

• Ensure special care and attention to all Unaccompanied Minors and Young Passengers during their stay in the lounge, and liaise with Special Services for assistance with boarding formalities. Contribute through infinite care to these special customers, towards building our reputation as the ‘Family Friendly Airline’ in the region.

• Be knowledgeable on the systems used to enhance service delivery at the FG Lounge, ie: Sabre, Interact and Crane FF.

• Remain updated on GF’s policy pertaining to Lounge access and our partners and the benefits our customers are entitled to, through our Loyalty program. Update and advise customers about any amendments to the benefits offered by our Falcon Flyer program.

• Assist the FFP customers wherever possible in providing information in regard to his/her personal account, ie: activities, statements, points & miles.
• Assist the FFP Customer by transacting on the spot requests to ensure miles are credited for their current journey, PNR’s are updated with their FFP no, nomination of family members, changes to personal details, ie: postal address or email address, as requested.

• Mediate and liaise with the FFP Department to communicate the needs of the FFP customer in terms of requesting new cards, retro-claims, deleting family members, reset passwords, etc, as requested. Arrange the delivery of new packs to regular customers at the Lounge. Liaise with the FFP department in order to resolve any FFP issues, all revenue generating documents and receipts.

• Responsible to arrange the FFP customer’s requested last minute upgrades to the premium cabin through direct redemption of FF miles while liaising with the relevant Airport personnel, preparing and processing the necessary documentation towards ensuring a smooth upgrade.

• Assist the Manager Lounge in the reply, follow up, and implementation of improvement strategies in relation to reports, complaints, feedback.

• Undertake various administrative functions and other duties as directed by Manager Lounge.

• Ensure that all the necessary dry stores, beverages, and supplies are ordered, received and available at all times. Ensure the highest standards of service delivery are maintained by the Lounge’s supporting teams in terms of catering, cleaning and maintenance. Coordinate to ensure daily inventory levels are maintained. 

• Build an excellent rapport with all the supporting teams and establish a harmonious professional working relationship in the areas of communication and public relations with all Gulf Air Traffic/Sales, Reservations, Handling Agents, CAA Authority, Diplomatic personnel from Embassies in order to ensure the smooth handling of customers.

• Ensure impeccable personal grooming standards at all times, in line with company policy.

• Be a Brand Ambassador to the best of your ability and adapt as part of the Team that contributes towards maintaining Gulf Air’s OTP performance. 

EDUCATION & TRAINING

• Excellent written and spoken English & Arabic language is a must.
• Educated to Ordinary National Diploma level. 
• Other languages would be an advantage.
• Computer literate
• Ability to work under stress, as may deal with enraged customers; high level of negotiation/communication skills required

EXPERIENCE