Plaza Premium Lounge- Guest Service Officer

Job Type: Full-time, Permanent

Salary: £10.00 per hour

Summary of Position:

To greet and check-in passengers as well as monitor the lounge condition. Upsell where possible lounge facilities, such as spa treatments, to the passengers.  Support colleagues in the lounge when it is busy.

Duties & Responsibilities:

  • Greet, receive and collect payment from Guests at the front reception counter
  • Assist Guests in a friendly manner
  • Responsible for the stock control
  • Guide Guests to assigned areas
  • Carry out regular checks of all areas of the Lounge
  • Collect and distribute magazines and newspapers. Arranging them neatly on the racks.
  • Ensure the quality of food, guest services, hygiene, cleanliness and tidiness of the Lounge achieve total customer satisfaction and meet company standards
  • Upsell where possible additional facilities, i.e. spa
  • Any other reasonable request within the scope of your position
  • To ensure the well-being, satisfaction and comfort of all guests within the limits of the Department and to establish a highly personalized style of service and attention to guests in keeping with the atmosphere of a lounge.
  • To establish a courteous, helpful and friendly attitude to all guests at all times and to use guest names at every available opportunity.
  • To maintain a high standard in personal appearance and demeanor.
  • To have a good working knowledge of all departments of the Lounge.
  • To have a full understanding of all equipment within the Front Office Systems, Word and Email.
  • To be familiar with all reservation tasks in order to cover this role if required.
  • To be efficient and well-informed in taking reservations, in the absence of the Manager: availability, prices and any restrictions.
  • To record all relevant comments of appreciation, suggestions and maintenance points in order to initiate follow up.
  • To know and understand the current policies and procedures of the Lounge.
  • To be responsible for monies in your care as per cashiering shift and in the Main Safe and be aware of security issues.
  • Ensure correct hand-over procedure of day’s business with regard to cover and cashiering.
  • To be aware of the problems arising with reference to queries on accounts and restaurant bills.
  • To be familiar with how to rectify these and explain fully, adjusting if necessary.
  • To be aware of complaints/problems and bring them to the attention of the Reception Manager, Duty Manager and to offer assistance.
  • To make sure that Company Policy and the Vision are followed at all times.
  • To be fully aware of the Lounge’s Fire Safety procedures and Health & Safety regulations

    Qualifications / Essential Skills:
  • Previous experience within a position in the hotel/hospitality sector
  •  Excellent interpersonal and presentation skills
  •  Able to build and maintain relationships with internal and external guests
  •  Eager to learn, positive and energetic personality
  •  Be organized and motivated
  •  Able to remain calm under pressure
  •  Possess a good command of English and have excellent communication skills, both written and verbal
  • Able to work flexible hours
  • Punctuality and regular and reliable attendance.
  • Honesty and Integrity


  • In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK.
  • CRC check will be required.
  • 5 Years background check is required to work at the airport.

COVID-19 considerations:
Face masks are available to the team
Sanitizer stations are throughout the lounges
Training is available

To apply, please send your CV and cover letter to [email protected]