Agent - Lounge Customer Service SLL

Oman Air has built up a reputation as a strong, competitive leader in the airline industry. We are committed to recruiting and nurturing bright and dynamic individuals to meet our manpower needs. In the new millennium, our mission is to seek out new ways to develop and improve our position as a leader in aviation excellence.

We believe our people are the reason behind our success and we offer you a once in a lifetime opportunity to work in a team-based customer-oriented environment. Our emphasis is on continual staff development we achieve through the training we impart to our staff members.

1. Role Objective

To be a brand ambassador by providing exceptional, genuine service to premium passengers in the lounge, proactively

welcoming, assisting, and guiding them to meet their needs and expectations, while also ensuring the lounge area is well-maintained and operating smoothly.

2. Duties and Responsibilities

Area of responsibility

• Ensure that designated responsibilities are executed in accordance with applicable regulations and standards of Oman Air.

• Shall comply with laws, regulations and procedures of the State of work location.

• Be familiar with the laws, regulations and procedures pertinent to the performance of the duties.

• Greet always receive and bid farewell to passengers in friendly and helpful manner possibly by using guest names.

• Personalized service is outmost importance.

• Be fully aware to all expecting and in –House VIP/PRM s/UM guest stayed in the lounge.

• Read communication logged book.

• Answer telephones inquiries promptly in a politely in a polite and courteous manner.

• Must be aware about Sindbad FFP guest members and their benefits.

• Collect the invitation card and verify lounge access of the passengers.

• Reports and record guest complains and report to the immediate superior / officer, if possible, to resolve the problem.

• Provide passenger handling service at the lounge and assist with them for any queries.

• Ensure passengers are properly informed regarding their respective flight boarding time through announcements.

• Carry out regular round checks within the lounge for proper maintenance and cleanliness.

• Have basic computer knowledge in assisting passengers regarding internet/computer programs at the business Centre

whenever necessary.

• Perform basic function in computer software such as Microsoft Word, Excel and Outlook for sending important reports

and other computer programs needed to register customer records in the system.

• Operate basic communication tools necessary in the operation, like, telephone, card reader, and computers and ensure they are all serviceable throughout.

• As in charge of the shift, must ensure company policies and procedures are strictly followed.

• Perform any other related tasks as assigned by the management

• Attend duty as per the duty rosters and ensure smart clean uniform is worn all times in a presentable manner. Attend and participates in daily briefings and other meeting as scheduled.

• Must maintain good personal grooming.

• Complies company health, safety, and hygiene policy.

• Identify areas of improvement &participate in the continual improvement activities.

• Perform any other related tasks as assigned by the Management.

MINIMUM EDUCATION, QUALIFICATIONS & SKILLS

Education & Experience

• Two-year College Diploma in any discipline

• or having Secondary School in any discipline with customer service experience

• IATA Certificate or equivalent in catering operations / food and beverage service

training or allied field with administration will be preferred and advantage.

Candidate meeting any of the above qualification with experience in a five-star hotel or

restaurant establishment in a similar position in customer service will be preferred and

advantage.

Special Skills & Knowledge

• Proficiency in English language (Spoken & Written)

• Knowledge of Arabic or an international language will be an advantage and desirable

but not essential.

• Proficient in MS Office

• Customer service oriented

• Familiar with SABRE system program

• Familiar with HACCP system (in-house training will be provided)

Business Understanding

• Good understanding of the business function is essential