Description
Are you a hospitality professional with a passion for delivering exceptional service and creating memorable experiences? Air Serbia is seeking a dedicated and proactive Premium Lounge Host/ess to join our team at Belgrade Airport. This pivotal role is designed for an individual who thrives in a dynamic, high-end environment, ensuring every guest enjoys a seamless and luxurious pre-flight experience.
At Air Serbia, our Premium Lounge is a sanctuary for our most valued guests, and our Host/ess team is the heart of this exclusive space. We are looking for someone who can embody our commitment to excellence, maintain a strong and visible presence, and anticipate the needs of our diverse clientele. If you are ready to be an ambassador of our brand, providing unparalleled service with grace and efficiency, we invite you to join us.
Key Responsibilities:
As a Premium Lounge Host/ess, your responsibilities will be multifaceted, ensuring a comprehensive and personalized guest journey. Your key contributions will include:
- Service Excellence & Presence: Consistently providing a high level of service and maintaining a strong, visible presence within the lounge to ensure a comprehensive and delightful customer experience for all guests.
- Proactive Guest Support: Playing an active role in managing situations during flight delays or disruptions, collaborating closely with operations and guest communication services. You will ensure that all Premium guests receive timely, efficient, and appropriate care during such events.
- Feedback Management: Promptly addressing and resolving guest complaints and/or acknowledging compliments, acting in accordance with prescribed company rules and procedures to ensure guest satisfaction.
- Brand Ambassadorship: Acting as a true company ambassador, providing superior service and seamlessly transitioning between various roles such as receptionist, concierge, and host/ess, attending to all guest needs as required.
- Operational Timeliness (OTP): Maintaining the On-Time Performance (OTP) standard by ensuring that all guests depart the lounge at the appropriate time for their respective flights, contributing to smooth airport operations.
- Lounge Ambiance & Standards: Upholding the highest hygienic and aesthetic standards of the bar area, as well as maintaining the overall ambient standards of the lounge in terms of temperature, furniture arrangement, and lighting, creating a welcoming and comfortable environment.
- Bar Management: Meticulously setting up and overseeing the bar in accordance with assortment presentation standards, ensuring optimal availability, variety, and layout of offerings.
- Quality Control: Diligently overseeing product quality, temperature, and service standards for all food and beverage offerings.
- Safety & Compliance: Ensuring the safety of the bar area by strictly applying all operational standards prescribed for equipment and processes, prioritizing guest and staff well-being.
- Complaint Resolution: Skillfully resolving guest complaints to consistently provide a high level of service in line with company standards, turning challenges into opportunities for positive interaction.
- Service Delivery: Efficiently taking orders, serving beverages, refilling, and clearing supplies, maintaining a smooth and unobtrusive service flow.
Requirements
We are seeking a professional with a strong background in hospitality and a keen eye for detail. To be a successful Premium Lounge Host/ess with Air Serbia, you must possess:
- Education: A high school diploma (IV) or equivalent.
- Experience: A minimum of 1 year of relevant work experience in a customer-facing role, preferably within hospitality or a premium service environment.
- Computer Literacy: Proficiency in basic computer applications.
- Language Proficiency: Excellent and active command of the English language, essential for effective communication with our international clientele.
