Company Values

1. All LAT Data is confidential.

1. LAT staff is to:
   1. Perform other duties as requested by immediate Superior within the scope of his/her function.
   2. Abide by and implement Quality Management System (Policies, Processes, Procedures, Work Instructions and in particular Service Level Agreements with LAT customers).
   3. Follow Health & Safety Policies and Procedures.
   4. Respect colleagues, co-workers, superiors, and individuals, and present a positive image of LAT within the community.
   5. Contribute effectively and pro-actively to the continuous improvement of LAT through suggestions, teamwork, and involvement.
   6. Abide by legal and regulatory requirements
   7. Perform the required services in a customer oriented and cost-effective manner

Reporting Line

1. Reports To (Administrative):

Lounge Supervisor

1. Reports To (Operational):

Lounge Manager

Scope of Work

The Front Desk Agent is responsible for the smooth and efficient arrival and departure of all Executive Level and VIP guests. To proactively ensure these guests needs are met and exceeded at all times. To make full use of resources to ensure that guests special requirements are met, acknowledged and exceeded.

Duties, Responsibilities & Authorities

Duties & Responsibilities:

1. Take care of the operations related to the reception of passengers, and the check-in process at the lounge by monitoring and recording of guests who enter and utilize the Lounge.
2. Offer passengers an exceptional level of customer service at all times by providing all guests with undivided attention.
3. Ensuring the Premium Lounge is properly and always maintained as per LAT standards.
4. To assure all guest comments are noted down/analyzed and acted on; Deal with guest complaints and feedback.
5. Greet passengers as they enter the Lounge and introduce them to all aspects of the Lounge product, advising them of all available services and offering assistance where required to maintain customer loyalty.
6. Liaise with service providers and supervise contracted staff, overseeing catering, cleaning and maintenance operations, so that service standards are met and maintained.
7. Responsible to follow up on restocking shelves and coolers.
8. Assist operational staff in a proactive manner, to ensure passenger needs are met by undertaking seat changes, issuing of boarding cards, check-in of transit passengers, and reservation changes.
9. Keep all passengers in the lounge informed regarding their flight departure and any other information pertaining to their flight by coordinating with the boarding gate staff.
10. Answer phone calls and other duties assigned as directed by the Lounge Supervisor.
11. Any other duties associated with the job.

Dynamics

1. Within the Division:
   1. Hospitality Department
2. With other Sections/Departments:

Qualifications

1. Education & Experience (No. of years):

University degree (or Hospitality Technical School diploma equivalent)

1. Minimum of two years experience in a similar position in the hospitality field.
2. Airport Lounge experience (is a plus).
3. Experience in providing high end quality in customer service and product to prestigious client(s).

Knowledge, Skills, Abilities Required (Languages, Computer literacy, etc)

1. Passionate about customer service
2. Self-motivated and willing to go above and beyond the duties to exceed Customer expectations.
3. Detail-oriented
4. Ability to anticipate the needs of guests, working proactively to be one step ahead.
5. Excellent communication skills, both written and verbal (English & Arabic are a must, additional languages desirable).
6. Commitment to continuous improvement.

Self-motivated and able to work independently.

1. Experience in providing high end quality in customer service and product to prestigious client(s)
2. Computer literate (Office Word, Excel, PowerPoint).
3. A good understanding of all regulatory and recommended procedures that relate to the airport environment.
4. Flexible to work on various shifts (days, evening, nights, weekends, and holidays).
5. Ability to follow processes and procedures and apply flexible approach when required.
6. Ability to stand on their feet for long periods of time and willing to take on extra shifts if requested by management.
7. Maintaining a high level of discipline regarding grooming and attendance.
8. Willing to travel outside Lebanon for training and supervision.
9. Understanding of food quality and presentation.
10. Previous experience working in an aviation environment is desired.

Other Characteristics (Working Conditions, Physical efforts, Tools, Special attire, etc)

1. Full-time with rotating shifts
2. On call duties are required as lounge operates 24/7.

Cairo Airport