Senior Executive Excellence - Customer Experience and Engagement

Plaza Premium Group

Malaysia, Kuala Lumpur

3-5 Years

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Posted 17 days ago
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Job Description

Join Our Family Today.

Together, We'll Make Travel Better.

The Customer Service Manager is to ensure that guests expectations are met or exceeded. You'll achieve this by monitoring guest interactions, ensuring any issues that arise are managed and resolved efficiently, and continuously seeking ways to improve the overall guest experience. You shall lead a team of coworkers to build rapport with guests / passengers / Airlines Business Associates, to ensure that all guests / passengers are well taken care of, comfort and convenience, and ensuring that effective and efficient services and attentionsare rendered. You are to also manage guests / passengers queries and concern (including complaints).

What you'll be doing:

To meet and greet guests upon arrival according to our Lounges standard operating procedures.
To ease of and comfort the situation of long queue for Lounge admission, to interact with guests / passengers, and to make reasonable decision to divert and manage crowd to other Business Units within guidelines and instructions.
To welcome the guest to the lounge, seating areas, or the utilization of any in-house facilities.
To be able to explain full facilities and amenities within Lounge / Dining area / Shower area and other available services.
Must be fully aware of daily food and beverage offerings, and other related product knowledge.
Proactively promote the existing Lounge services or offering and to cross sell of other products or services within the group and/or of other stakeholders.
Able to monitor, allocate resources and assist in handling daily check in task especially during peak period.
To obtain guests / passengers feedback in regards to the Lounge, its facilities, products and services.
To compile and analyze guests / passengers feedback into a presentation or summary and submit to the Management periodically, as per the pre-determined requirement.
To handle guest complaints promptly, rectify the root cause and offer solution(s).
To conduct daily briefing and share feedbacks that is related to the daily operations especially if any new implementation from the management and to attend meeting(s) when required.
To conduct On the Job Training (OJT) for team members on customer service topics, in accordance with the guidelines and Standard Operating Procedure (SOP), to all new and existing team members.
To coordinate with Sales Department and to oversee the entire preparation for group or special events usage of the lounge, Meet & Greet, etc.
To assist Supervisor / Duty Manager / Assistant Manager / Lounge Manager in carrying out incident investigations in order to fully understand any issues which may be affecting the service and prepare Incident Report (IR) accordingly.
To assist Person in Charge (PIC) and Guest Service Assistant (GSA) in checking the food quality at the buffet counter and ensure the appearance (size, shape, colour and consistency), texture, flavour and presentation are as per the standard set.
To be professionally and neatly dressed in uniform in order to project a professional image for the business. To remain pleasant and polite at all time.
To assist in monitoring team members grooming standards is up to the Company policy.
Must be conversant with the Company and airport safety and emergency procedures.
To report any unusual occurrences and/or requests to relevant Manager on duty.
To build rapport with related Airlines Business Associates, to obtain feedback and to visit other related partnering Airlines Lounges to ensure that our products and service delivery is up to expectations.
To drive and be part of the business loyalty programme for the location, and be familiar with the programme, and be able to convince sales of membership, as well as be able to train others.
To undertake other jobs assigned by superior from time to time.