Customer Service Ambassador
Delivering exceptional guest experiences, ensuring a warm and inviting atmosphere.
We are seeking a Customer Service Ambassador to join our team at Melbourne Airport. As a key member of our lounge staff, you will be responsible for delivering exceptional customer service to guests, ensuring a warm and inviting experience.
* Upon arrival, greet guests warmly, verify access entitlements, and manage lounge check-in efficiently.
* Support lounge staff by providing real-time feedback and escalating service issues where needed.
* Contribute to a positive and collaborative team culture through daily interactions and a solution-focused mindset.
* Identify and communicate training needs to ensure continuous service improvement.
* Represent the brand with integrity, professionalism, and a focus on service excellence.
* Respond to customer enquiries, complaints, or special requests, ensuring issues are resolved in a timely and empathetic manner.
* Ensure the cleanliness, comfort, and readiness of the lounge at all times by liaising with cleaning and catering teams.
* Provide guests with accurate flight and airport information to enhance their travel experience.
* Assist with any disruptions or delays, ensuring guests are supported and informed in line with customer recovery guidelines.
* Manage guest access billing inquiries accurately and ensure any discrepancies are reported and resolved.
* Ensure efficient use of resources (supplies, amenities, equipment) and raise any issues that may lead to cost inefficiencies.
Key Responsibilities:
* Ability to work a rotating roster, with 24/7 availability.
* Previous experience in customer service or hospitality, ideally in a lounge, airport, or hotel environment preferred.
* Strong communication and interpersonal skills.
* Ability to work flexible hours, including weekends, holidays, and shift work.
* Ability to lift and carry items up to 22kg and stand for extended periods.
* High attention to detail and a commitment to cleanliness and hygiene.
* Positive attitude, team player, and a passion for delivering exceptional guest service.
* Proficiency in multiple languages is highly desirable.
What We Offer:
* A dynamic and supportive work environment.
* Opportunities for career growth and development.
* Competitive compensation package.