Guest Services Officer

JOB SCOPE:Deliver exceptional frontline service by handling guest check-in, entitlements, and lounge access with accuracy, professionalism, and efficiency.Support smooth lounge operations through guest assistance, area checks, queue management, and prompt escalation of service or maintenance issues.Drive revenue by actively promoting and upselling lounge packages, walk-in campaigns, partner offers, and Smart Traveller (ST) membership enrolment.Uphold operational standards by ensuring compliance with SOPs, responsible use of stationery and resources, accurate POS transactions, and maintaining high levels of hygiene and guest confidentiality.JOB RESPONSIBILITIES:Handle the guest check-in process efficiently, ensuring accuracy in guest entitlements, adherence to admission guidelines, and delivery of a welcoming first impression.Greet, receive, and farewell guests at the entrance and reception with professionalism, courtesy, and service excellence.Assist guests with lounge services, including internet access, shower and family suite bookings, seating assistance, and general lounge navigation.Address guest enquiries and requests promptly, escalating complex issues or service concerns to the Senior GSO or Duty Manager when necessary.Conduct routine checks across lounge areas such as seating zones, buffet, rest areas, smoking lounge, family suites, and showers and report maintenance or cleanliness issues immediately.Actively promote and upsell lounge packages, walk-in access, special campaigns, and partner offers to support revenue generation targets.Encourage and enroll guests into the Smart Traveller (ST) program by explaining benefits and ensuring accurate capture of information during sign-up.Follow lost and found procedures by accurately documenting items, ensuring safe handling, and notifying the relevant supervisor or authority.Respond professionally to telephone calls, emails, and internal communication, ensuring timely assistance and clear information.Handle POS transactions, receipts, vouchers, and cashless payments accurately and in accordance with financial guidelines and SOPs.Assist with cost-control efforts by using stationery, forms, and operational materials responsibly and reporting unnecessary wastage.Maintain the confidentiality of guest information at all times, adhering to data protection and privacy standards.Support operational readiness by assisting with queue management, crowd flow, opening/closing procedures, and preparation of service areas.Collaborate with the Senior GSO, Duty Manager, and Supervisors to maintain smooth service flow and uphold lounge standards.Participate in team meetings, training sessions, and quality audits to enhance service delivery and operational knowledge.Perform any additional duties assigned by the Senior GSO, Supervisor, or Duty Manager to support efficient lounge operations.JOB REQUIREMENTS:• High School /Hospitality Diploma or above• Relevant experiences in hotel or catering is an advantage• Outgoing, presentable with good interpersonal and communication skills• Strong spoken English skills are required; proficiency in Arabic would be an advantage.• Able to work independently and under pressure• Shift duties are required• Work location: AirportAbout the CompanyHello! Welcome to Plaza Premium Group, we're people passionate about "Making Travel Better". We are a global company with team members from all walks of life, together we are #PPGFamily, together we are building a legacy.You don't need to be from this industry; you do need to be passionate.Who we are:We were established in HK in 1998 by someone who understood the value of an airport lounge and felt that the experience shouldn't just be limited to a closed-circuit group of travelers. Through the years we have worked incredibly hard to create an experience which is both accessible and quality. Almost 25 years later we now span four core business segments: airport lounges, airport terminal hotels, airport meet & greet services, and a range of airport dining concepts.Join our family today.Together, we'll make travel better.