Senior Guest Service Officer

About the Company

Hello! 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.

Our promise to you:

• We will respect and value your background and perspectives
• We will work together with integrity
• We will share our incredible pride for job, company and industry

What we ask of you:

• Bring passion to all that you do
• Listen, move fast and think innovatively
• Speak up, have ideas and share them
• Believe in customer service, and treating every person with kindness

As industry leaders in innovating global airport hospitality you will work with colleagues from all parts of the world for a truly global experience. You will help and craft services and facilities in over 200 locations in more than 60 international airports across the world.

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.

In addition to our own brands, PPG provides airport hospitality solutions to leading airlines, alliances and corporates around the world. Here are a few names you might recognize: Cathay Pacific Airways, Singapore Airlines, Lufthansa etc.

With the future of travel always in sight, we created Smart Traveler, a mobile-app rewards program underpinned by in-house technology. We are fast-moving and always evolving to drive our purpose of making travel better.

Join our family today.

Together, we'll make travel better.

JOB SCOPE

The Senior Guest Service Officer ensures an exceptional experience for guests across all business outlets and Lounge operations. They manage check-ins, verify passenger entry procedures, and provide assistance to guarantee a smooth and exclusive experience.

They handle guest requests via phone, email, or in person, support services such as shower reservations and escorting within the Lounge, and promote available offerings. They supervise and train junior staff and Guest Service Officers, ensuring high-quality service, and coordinate with other departments to effectively meet guest needs.

They conduct regular checks of business outlets, maintain accurate records of guest flows, sales, and cash handling, and ensure compliance with company policies. VIP guests are welcomed with discretion, attention to privacy, and care for the Lounge environment.

JOB RESPONSIBILITIES

• Ensure an exceptional experience for guests across all business outlets and Lounge operations.
• Manage check-in procedures, verify passenger entry requirements, and provide assistance to guarantee a smooth and exclusive experience.
• Handle guest requests via phone, email, or in person, including services such as shower reservations and escorting within the Lounge.
• Promote available services and offerings across business outlets and the Lounge.
• Supervise and train junior staff and Guest Service Officers, ensuring high-quality service standards.
• Coordinate with other departments to effectively meet guest needs.
• Conduct regular checks of business outlets and the Lounge, ensuring cleanliness, order, and functionality.
• Maintain accurate records of guest flows, sales, and cash handling.
• Ensure compliance with company policies and standard operating procedures.
• Welcome VIP guests with discretion, ensuring privacy and maintaining the Lounge environment.

JOB REQUIREMENTS

• Minimum experience: Form 5 or above in similar role
• Relevant experience in Luxury Hotel or Airport Lounge
• Outgoing and presentable, with excellent interpersonal and communication skills.
• Good command of spoken and written Italian, English and other languages.
• Ability to work independently and efficiently under pressure.
• Consistency in work quality and receiving positive feedback.
• Experience in coordinating and managing a front desk team, ensuring smooth operations and high-quality guest service.
• Maintain a perfect PPG uniform, recognizing the role as a brand ambassador.
• Flexibility to work in shifts.