Guest Service Officer

About Plaza Premium Group

Welcome to Plaza Premium Group, a diverse global company united by a commitment to "Making Travel Better." As members of the #PPGFamily, we take pride in building a lasting legacy. Regardless of your background or prior industry experience, what matters most is your passion. We promise to honor and value your perspectives, uphold integrity in our work, and share enthusiasm for our roles and the travel industry.

Our culture encourages passion, innovation, collaboration, open communication, and a strong belief in excellent customer service treating every individual with kindness.

Operating in over 200 locations across more than 60 international airports worldwide, Plaza Premium Group leads airport hospitality innovation, providing airport lounges, terminal hotels, meet & greet services, and dining concepts. Clients include major airlines such as Cathay Pacific, Singapore Airlines, and Lufthansa. Through initiatives like our Smart Traveler app, we continuously evolve to enhance traveler experiences.

Role Overview

As a Guest Service Officer, you will provide exemplary professional service within airport lounges across the Kingdom of Saudi Arabia by adhering to company standards and admission policies. Your role will involve ensuring guests enjoy a welcoming and efficient experience, supporting operational activities, and maintaining accurate records.

Key Responsibilities

• Manage guest check-in and enforce lounge entry procedures.
• Warmly welcome and bid farewell to guests at lounge entrances and reception points.
• Assist guests with services such as internet access, luggage handling, shower use, and reservation of nap rooms.
• Regularly inspect lounge areas and report any maintenance or cleaning needs promptly.
• Promote the lounge facilities and services while professionally managing guest requests and resolving complaints.
• Oversee lost and found items, ensuring proper documentation and handling.
• Maintain confidentiality and integrity in handling guest information.
• Answer incoming calls and respond effectively as needed.
• Keep accurate financial records of cash transactions, receipts, and related documents.
• Contribute to the implementation and ongoing improvement of quality management systems.
• Carry out additional tasks as assigned by supervisory staff to support operational requirements.

Qualifications & Requirements

• Minimum education: High school diploma or equivalent; diploma or Bachelor’s degree preferred.
• Previous experience in hospitality, customer service, or airport-related operations is advantageous.
• Professional appearance, customer-centric attitude, and strong communication and interpersonal skills.
• Capable of working independently and managing stress in a dynamic, fast-paced environment.
• Proficiency in English, both spoken and written; fluency in Arabic is highly desirable.
• Basic skills in cash handling with keen attention to detail.
• Flexibility to work shifts as scheduled.
• Must be able to work onsite at airport locations within the Kingdom of Saudi Arabia.