Career Details

Norwich Airport Limited is currently seeking Executive Lounge Hosts.  These positions will be responsible for the smooth and efficient arrival, registration and departure of all Executive Level and VIP guests. To proactively ensure the needs and special requirements of all guests are met and exceeded at all times. To create a memorable and lasting experience by delivering an exemplary level of customer service to each and every visiting customer.

The main duties of these positions are as follows:

• To prepare the executive lounge for service by completing the tasks specified on the opening/closing duties report.
• To welcome and register customers into the executive lounge, processing entry cards and taking payment if required.
• To continuously liaise with the Customer Services Supervisor (CSS) to maintain required stock levels at all times and ensure that the correct equipment is in place for the shift.
• To adhere to the Service Level Agreements (SLA’s) in place with individual airlines.
• To ensure that the correct cleaning is carried out on a daily/weekly basis.
• To complete daily reports and administration duties.
• To report any loss/breakages or shortages in equipment as well as reporting any dangerous, damaged or faulty equipment and accidents which may occur.
• Follow all procedures and processes to complete tasks in compliance with operational targets, safety requirements and standard operational processes and to have sound knowledge of the company’s safety reporting system (OSHENS) to maintain a safe environment at all times.
• To pass on feedback to the CSS from customers and to feedback any areas of concern relating to customer satisfaction that may occur during service and to have sound knowledge of the company’s complaint handling procedure.
• Being accountable and taking ownership of the entire customer experience whilst remaining resilient in the face of adversity, applying a constructive approach to finding solutions.
• Any other ad-hoc duties within the Customer Services department as directed by the CSS or management team which may include accessing airline check-in and reservation systems.

Applicants for these positions must ideally have previous experience of working within the hospitality industry, hold a food hygiene and first aid qualification (training will be provided if necessary), have experience of working in a team environment and have good Communication Skills and a passion for providing high levels of Customer Service.