Senior Guest Relations Officer (Airport Lounge Operations)

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Job Summary

We are looking for a Guest Relations Officer to manage and improve airport lounge operations while ensuring a smooth and premium experience for passengers. The role involves handling lounge services, resolving guest concerns, maintaining service standards, coordinating with different teams, and ensuring VIP guests receive personalized support.

Key Responsibilities

  • Oversee day-to-day lounge operations and ensure smooth functioning.

  • Ensure lounges maintain high standards of cleanliness, service quality, and passenger comfort.

  • Monitor and improve customer service standards across multiple lounges.

  • Coordinate with different departments such as cabin crew, operations, food & beverage, branding, and lounge staff.

  • Handle passenger inquiries, complaints, and feedback professionally and ensure timely resolution.

  • Supervise lounge staff and ensure excellent guest service delivery.

  • Manage and improve standard operating procedures (SOPs) and service processes.

  • Track lounge performance, customer satisfaction, and service trends using reports and data analysis.

  • Conduct regular quality checks and audits to maintain operational standards.

  • Support VIP and VVIP passengers by ensuring personalized assistance and smooth lounge experiences.

  • Work with external vendors and partners to improve lounge services and passenger experience.

  • Prepare reports and presentations for management on lounge performance and improvement areas.

  • Stay updated with hospitality and lounge industry best practices and trends.

  • Ensure compliance with company policies, safety standards, and operational guidelines.

  • Take up additional projects or responsibilities as assigned by management.

Required Skills & Qualities

  • Strong customer service and communication skills

  • Ability to handle guest concerns professionally

  • Team management and coordination skills

  • Attention to detail and problem-solving ability

  • Knowledge of hospitality, lounge operations, or airport services

  • Good reporting and analytical skills

  • Ability to work in a fast-paced environment

Preferred Background

  • Experience in hospitality, aviation, customer service, airport operations, or lounge management preferred.

  • Prior experience handling VIP guests or premium customer service environments is an advantage.

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