AGENT, LOUNGE SERVICES

Overview:

As an aviation service provider, Swissport provides Ground Handling, Cargo Handling, and Passenger Services to over 300 million passengers annually. Our mission is simple – “To provide the aviation industry with consistent and tailor-made solutions around the globe, for a better customer experience.”

We believe that our people are what differentiates us from our competition. At Swissport, we are driven by our core values of Show You Care, Do the Right Things, and Win as a Team, and we are currently seeking dedicated individuals who align with these values to join our team at various locations across the globe.

If you have a passion for hospitality, enjoy meeting new people, and enjoy giving customers a great start to their travels in a bustling & exciting airport setting, then this is the role for you! Swissport operates 50+ airport lounges across the world under the brand name of “Aspire Lounges”.

Our lounges are not quite cafés or restaurants but offer a haven for guests looking for a comfortable seat, complimentary food and drinks, great WiFi, and a fantastic experience before their flight, no matter the reason for the journey.

Job Summary

The Lead Lounge Agent will be responsible for supervising lounge operations on a rotational basis. This includes overseeing the check-in process, monitoring and replenishing the buffet, attending to guest requests, and cleaning tables after use. Additionally, the Lead Lounge Agent will supervise Lounge Agents to ensure that all tasks are completed and adhere to company policies.

Your activities

• Provide passengers with an exceptional level of customer service, ensuring a welcoming and comfortable lounge experience.
• Greet passengers upon arrival, introduce them to lounge services and amenities, and promote customer satisfaction and loyalty.
• Verify guest eligibility for lounge access based on membership status, ticket class, and other applicable criteria.
• Support and coordinate daily lounge activities, assisting Lounge Agents to ensure smooth and efficient operations.
• Address guest inquiries, feedback, and complaints promptly and professionally, escalating issues to the Lounge Duty Manager when required.
• Monitor lounge supplies, restock shelves and coolers, and assist with inventory checks to maintain appropriate stock levels.
• Support front-of-house and back-of-house operations, including clearing used items, maintaining service areas, and ensuring regular washroom checks.
• Assist with food and beverage service across the lounge and bar, ensuring responsible alcohol service and monitoring guest alcohol consumption.
• Conduct regular inspections of lounge areas to maintain cleanliness, presentation, and service standards, and report or follow up on maintenance requirements.
• Ensure employees follow established cleaning procedures, wear required personal protective equipment (PPE), and comply with company health and safety policies.
• Provide guidance and hands-on support to Lounge Agents, helping maintain service standards and address operational needs throughout the shift.
• Report incidents, operational concerns, and maintenance issues to the Lounge Duty Manager in a timely manner.
• Perform other related duties as assigned by the Lounge Duty Manager.

Your profile

• High School diploma or GED equivalent
• Available to work 40 hours a week and start as early as 3 am based on the lounge's staffing needs, but flexible to work on various shifts (days, evenings, nights, weekends, holidays)
• Strong communication skills in French & English, spoken and written
• Passionate about customer service and must have relevant work experience
• Experience in the Hospitality/F&B /F&B industry is an asset
• Self-motivated and able to work independently
• Attentive to detail and numerate
• Ability to follow processes and procedures and apply a flexible approach when required
• Communication and writing skills
• Ability to use computers and knowledge to work with Microsoft applications (Word, Excel, PowerPoint)
• Good organizational skills and the Ability to prioritize
• Positive attitude
• Ability to stand for long periods of time

What we offer

• Competitive pay rate
• Paid training
• Group benefits (Insurance, RRSPs, etc.)
• Free parking
• Uniform

At Swissport, we believe in diversity, equal opportunity, and the power of our values to drive our success. We are committed to providing a workplace that fosters inclusion and ensures that all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Visit our website at www.careers.swissport.com to learn more about Life at Swissport.

Join Swissport today and be part of a team that connects the world of aviation!