Airport Representative

Roles and responsibilities

The Airport Representative is responsible for achieving guest satisfaction by creating a delightful arrival and departure experience which includes meeting & greeting guest at arrival or departure at the airport. He will also coordinate transportation arrangements and liaise with the Concierge and Guest Relations for all the arrivals by hotel limousine services and VIP arrivals respectively.

Responsibilities

Departmental:

• Co-ordinate with Concierge and Guest Relations to prepare a daily guest arrival list by flight details.
• Co-ordinate with the Chief Concierge for the number of cars needed for expected arrivals.
• Greet guests with arrival and departure details at the airport’s arrival hall.
• Arrange transportation or room reservation for any walk out guest.
• Ensure that the hotel cars meet cleanliness standards.
• Ensure that bottles of water and cold towels (LQE) are offered to guests by the driver.
• Handle guest baggage for arrival and departure at the airport.
• Bid farewell to guests at airport and assist with airline check-in procedures.
• Advise Concierge and Guest Relations on group and VIP movements.
• Advise flight information to Concierge and Guest Relations.
• Handle guest baggage lost in transit.
• Handle flight reconfirmation upon request.
• Perform any other reasonable duties are required by the department head from time to time.
• Handle any complaints and report to Chief Concierge of any concerns for further service recovery actions.
  

Colleague Relations

• Foster a positive work environment, promote teamwork, and address any conflicts or issues that arise.
• Maintain open communication channels with other departments to ensure seamless coordination and colleague satisfaction.
• Participate in regular meetings with management and staff to discuss operational updates, challenges, and opportunities for improvement.
• Serve as a role model demonstrating humility, empathy, integrity, and a commitment to service excellence.

Desired candidate profile

• Warmly engage and converse with guests while at curb (airport) or at the hotel.
• Ensure customer satisfaction in accordance with the applicable MOHG Legendary Quality Experiences (LQEs)
• Create WOW moments to surprise and delight in house guests.
• Listen to any customer complaints and if possible, resolve them effectively and otherwise refer to the manager in charge.
  

Skills And Qualifications

• Senior School qualification or equivalent.
• Minimum 2 years’ experience working in a 5-star hotel environment.
• Minimum 2 years’ Door or Bell experience.
• Previous experience working in the Middle East Region is an advantage.
• Excellent verbal and written communication skills in English.
• Verbal and written communication skills in Arabic or other languages are preferred.
• Ability to understand guest needs and expectations and to deliver superior customer service with little input from others.
• Strong interpersonal and communication skills, with the ability to interact effectively with guests and colleagues
• With organizational skills and attention to detail, with the ability to multitask and prioritize in a fast-paced environment.
• Physical capabilities to stand for a long period and stand for a long period of time
• Flexibility to work a variety of shifts, including evenings, weekends, and holidays as per business needs.