Airport Representative

**INDICATORS OF SUCCESS**
- Customer Satisfaction and Loyalty Goals (Medallia Score, Comment Cards, Annual Quality Review).

**AREAS OF RESPONSIBILITY**

Meet and greets the guest
- Welcome and escort guests to their designated automobiles and assist with luggage.
- Assist departing guests at the airport
- Unload and load luggage from vehicles when required. Check taxis and guest vehicles for any luggage left behind.
- Escorts guests to the Airlines Registration Counter
- Handle all requests of transportation to hotel through the designated hotel limousine counter
- Arranges taxis for guests when required.
- Promotes the hotel by inviting guests to come again.
- Communicate and update the Concierge consistently with regards to guests’ arrival detail
- Provide information for guests and patrons and follow through any requested arrangements
- Have a thorough knowledge of all hotel outlets and concessions, local facilities, transportation services
- Maintains the upkeep and appearance of the behind Airport Representative counter.
- Develop a good working relationship with other services coming into the hotel e.g. taxis, car rental companies
- Perform other duties as required by Chief Concierge, Front Office Manager or any other duty managers.
- Through personal attitude, deportment and appearance enhance the guest experience and satisfaction to world class standards
- Be responsible in covering all arriving flights and meet all expected guests
- Be responsible in coordinating with Airlines companies whenever there are flights delays
- Ensure that all expected guests with flight details are met, welcomed and provided with a hotel arranged car service.

Contributes to the overall security of the hotel by reporting unusual occurrences to security:

- Reports undesirable or suspicious cases to Manager on Duty.
- Notifies security of potential security problems with customers.
- Exhibits knowledge of all hotel emergency procedures.
- Ensure hotel vehicles are well maintained & fully safety equipment

Creates 100% guest satisfaction by providing the Yes I Can Experience** **through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations
- Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
- Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
- Provides Yes I Can genuine hospitality and teamwork on an ongoing basis
- Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction
- Performs other duties required to provide the service brand behaviour and genuine hospitality

Adheres to hotel policies and procedures:

- Attends work on time and as scheduled.
- Follows hotel grooming, hygiene and dress standards.
- Minimise safety hazards by following all safety rules and procedures.
- Keeps immediate manager promptly and fully informed of all problems or unusual matters of significance.
- Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.
- Maintains a favourable working relationship with all other company employees to foster and promote co-operative and harmonious working climate.
- At all-time projects a favourable image of the hotel to the public.

**REQUIREMENTS**
- One-year front office experience
- High school diploma
- Excellent communication skills
- Able to collaborate effectively with other hotel employees and managers
- Ability to work a flexible schedule
- Knowledge of the city, particularly tourist attractions.

CAREERS

Join us in our mission to make every moment matter for our guests and be part of the most inspired hotel company in the world. At Radisson Hotel Group we believe that people are our number one asset. As one of the world’s largest hotel companies, we are always looking for great people to join our team. If this sounds like an ambition you share, then start with us.

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