Guest Service Officer

About Plaza Premium Group

Welcome to Plaza Premium Group, a dynamic global enterprise dedicated to enhancing travel experiences. As a diverse team forming the #PPGFamily, we value integrity, respect diverse perspectives, and share a deep pride in our work across our worldwide network. Founded in Hong Kong in 1998, we've transformed airport hospitality by making premium services accessible beyond exclusive traveler groups. Operating in over 200 locations and more than 60 airports worldwide, our offerings span airport lounges, terminal hotels, meet & greet services, and diverse dining options. Our collaborations include renowned airlines like Cathay Pacific Airways, Singapore Airlines, and Lufthansa. With initiatives such as our Smart Traveler app, we continuously innovate to make travel better.

Role Overview

As a Guest Service Officer based in Saudi Arabia’s airports, your mission is to deliver courteous, efficient, and professional customer service within airport lounges. You will manage guest admissions, ensure smooth lounge operations, and uphold the highest service standards to cultivate a welcoming atmosphere.

Key Responsibilities

• Manage guest check-ins and enforce lounge entry criteria diligently.
• Warmly welcome and see off guests at lounge entrances and reception desks.
• Assist with guest needs such as internet access, baggage handling, shower usage, and nap room scheduling.
• Conduct routine inspections of all lounge sections and communicate maintenance or cleaning needs promptly.
• Promote lounge amenities effectively while addressing guest inquiries and resolving complaints professionally.
• Maintain and process lost and found items with appropriate documentation.
• Handle all guest confidential information responsibly and discreetly.
• Answer incoming calls and coordinate necessary immediate actions as required.
• Maintain precise cash flow records, receipts, and operational documents.
• Support the ongoing development and enhancement of quality control systems.
• Execute additional duties assigned by supervisors aligned with operational needs.

Qualifications and Skills

• Minimum requirement: High school diploma or equivalent; diploma or bachelor’s degree preferable.
• Prior experience in hospitality, customer service, or airport-related operations is beneficial.
• Professional appearance with a strong customer service orientation and excellent communication skills.
• Ability to work independently and effectively under pressure in a fast-moving environment.
• Fluency in spoken and written English required; proficiency in Arabic is highly advantageous.
• Basic proficiency in cash handling and attention to detail.
• Willingness to work shifts as per operational demands.

Additional Information

This position is onsite within airports across Saudi Arabia, emphasizing delivering seamless guest experiences in a vibrant travel setting. The role demands a proactive, courteous, and adaptable individual dedicated to upholding the company's high standards in hospitality.