When you come into the Qantas Lounge, the first thing we want you to see is a big smile. It's always nice to be greeted by a familiar face – some of our Frequent Flyers come in two or three times a week so we get to know each other quite well.
I joined Qantas almost 15 years ago, first in catering and then over at airports after a couple of years, doing check-ins. My manager suggested I might like working in the lounges and I've been here ever since.
A typical day starts before customers come in. We pride ourselves on providing a premium product, so I'll do a walk-through and make sure everything looks great. Then I'll have a briefing with the team to talk about what's coming up – groups coming through, VIPs or weather that might cause flight disruptions. Once the door opens it's all about the warm welcome. We greet everyone and make sure they're happy and looked after.
As well as hosting guests, our lounge staff help customers in a number of ways. We can check people in, we can answer questions. Sometimes things happen like weather or other events, and we can help get them on their way with the minimal amount of disruption.
The job is a privilege for me and I'm very proud to work for Qantas. With such a passionate team, we are all working together around the whole network of lounges – it's a worldwide team of professionals providing the best Qantas experience for our customers.
Thomas PlunkettCustomer Service Agent and Senior Lounge Host, Qantas Lounge, Adelaide
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