Job Purpose:

Ensure delivery of exceptional customer service in all areas of HIA in which assigned. Prepares and delivers a

premium level of customer service to all internal and external customers during welcome/farewell, touch points,

entry/exit of lounges, CRO and all other areas within HIA Lounges, Provides effective operational support. To

be able to work as one team by assisting, motivating, inspiring team members with a positive, can-do attitude. Provide effective leadership to junior staff in order to promote a positive teamwork within the department which they are assigned to.

Operations

• Deliver and participate in daily operations as per Standard Operating Procedures
• Communicate and lead effectively with all areas of the operations, ensuring that customer receive 5-star QR services as promised.
• Ensure positive visual appearance of the lounges as per 5 star standards through providing feedback in case incorrect practices are observed.
• Maintains an exceptional standard of product knowledge to promote “Lounges” and the wider QR Group (FFP entitlements, Lounge Access Policies, HIA Familiarisation Tours) and assists with a diverse range of customer enquiries to the end.
• Initiate effective communication with allexternal parties (MOI, GS hub, QAS, Other airlines, IOM, Concierge, Other lounges, AMS, Hotels and Clients/Corporates etc.)
• Actively promote positive teamwork within subordinates and colleagues. Oversees and assist F&B Supervisor On Duty in operation including staff members product knowledge during the operation. Communicate with SOD any possible complaint raises.
• Crosscheck and update the operational reports / trackers and handover to the next shift ( e.g. raising requisition for dry stores (Night shift), Damage Report (dining tables/chairs), Hygiene Checklist (Store/BOH), Weekly Ordering of dry store items, Napkin inventory closing/opening, Breakage Report, Consumption Report (Dry Store/Alcohol), Monthly cutleries / crockery/ glassware count,Monthly check of expiry dry goods items, Assisting F&B SOD in Coffee Machine breakdown report, Monthly Ordering of dry store items
• Ensure to raise or follow up on ITSRs raised in order to avoid operational disruptions.
• Review eDocs updates, CDMS, e-learnings etc. to stay current and in compliance.
• Perform other department duties related to his/her position as directed by the Head of the Department.

Qualifications

High School Qualification with Minimum 2 years of job-related experience

Essential

• Genuine service/people focused attitude and understanding of needs of multicultural working/operating environment
• Command of English language both verbal and written.
• Ability to demonstrate Confidence through body language and presentation Ability to foster teamwork among team members.
• Ability to delegate work, set clear direction and manage workflow.
• High level of versatility and to be able to adapt many varied needs of the operations/people.
• Strong mentoring and coaching skills. Ability to train and develop subordinate’s skills.
• Ability to foster teamwork among team members
• Impeccable attention to details.

Preferred

• High level of interpersonal skills with the ability to motivate and promote positive team working environment.
• Natural leadership skills, administrative and technological ability.
• Able to make decision independently and support own positive thinking.
• Able to analysis situations and provide effective solutions and suggest/implements methods to prevent repetitions.