Job Description

Guest Experience Ambassador

TAV Operation Services Virginia, United States (On-site IAD Airport)

We are proud to be a leading global operator in the non-aeronautical airport services sector. With a presence in 41 airports across 19 countries, we manage 88 luxurious lounges worldwide, offering an exceptional range of premium services tailored for discerning travelers. We’re on the lookout for a passionate Guest Experience Ambassador to join our dynamic team

Purpose of Role

To carry out send-off, welcoming, escorting, loyalty program processes, fast pass and lounge services in the relevant terminals in a complete, in order to maintain and increase the company's service quality, customer satisfaction and in accordance with the procedures.

Responsibilities

• To provide passengers with welcoming, meet and greet, fast pass and loyalty program operation services in accordance with the determined rules and procedures in order to ensure customer satisfaction.
• Deliver Outstanding Customer Service: Consistently provide a superior standard of customer service to all passengers
• To supervise and control the fixtures at the service points, to provide the necessary notifications in case of malfunction and to follow the solution, to report to superiors, to ensure the order and cleanliness of the service points.
• Confirm Eligibility and Manage Registration Procedures: Confirm guest eligibility for lounge access and conduct the registration process. Issue invoices to guests as required. Ensure precise recording and reconciliation of all transactions and passenger counts within the online systems. At the end of each day, submit passenger counts and associated documentation, including bank slips and vouchers, to the appropriate departments Display Excellent Communication Abilities: Exhibit outstanding communication proficiency and consistently demonstrate an ability to engage effectively with others. Maintain flexibility and patience when interacting with guests.
• Respond to Complaints Immediately: Address any complaints or issues without delay, and communicate pertinent information or concerns directly to a supervisor

Qualifications:

Education: Associate Degree

Total Professional Experience: 2 Years +

Language: English / Good level of ability to prepare reports for overseas locations

Computer: Experienced in MS Office applications

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