Airport Representative

JOB SUMMARY

Provide a warm welcome by meeting, greeting and receiving hotel guests at the arrival terminal. Meet and bid farewell to all hotel guests departing from Bahrain International Airport. Provide vehicle transfers, introduce the guests to the driver, provide luggage assistance and welcome amenities to guests. Assist the guest with retrieving lost luggage. Maintain cleanliness of vehicles and report any maintenance requirement to the manager. Provide up to date visitors information, weather, place of interest, leisure activities, dining and entertainment options in Bahrain.

RESPONSIBILITIES

The primary responsibilities of the role include:

• Maintain complete knowledge of:
  • All hotel features/services, hours of operation.
  • All hotel restaurant food concepts, menu price range, dress code and ambiance.
  • All hotel room types, numbers/names, layout, appointments, amenities and locations.
  • All hotel room rates, special packages and promotions.
  • Daily house count and expected arrivals/departures (particularly V.I.P.'s).
  • Scheduled daily group activities, names and location of meeting/banquet rooms.
  • Local events, attractions, holiday schedules.
• Maintain complete knowledge and comply with all hotel and departmental policies and procedures.
• Maintain knowledge of:
  • Scheduled daily activities.
  • Daily arrivals/departures, house count.
  • Features and services provided by the hotel.
  • Hours of operation of each outlet.
  • Parking facilities, layout, hours of operation, prices and procedures.
  • Arrival and departure of flights at Bahrain International Airport.
  • Facilities and services at Bahrain International Airport.
• Prepaire paging boards, luggage tickets for airport pick ups
• Page guests, providing a warm welcome, using the guest name
• Introduce guest to their driver
• Offer VIP amenities at airport (flowers, juices, dates etc.)
• Bid farewell to departing guests/visitors.
• Update hotel (concierge, front desk, room controller, management) of arrival status
• Assist guests and visitors into and out of their vehicles.
• Assist guests with loading/unloading luggage into and out of the vehicles.
• Relay accurate directions to guests/visitors on inquiries regarding destinations within the local area.
• Maintain accurate knowledge of local attractions and activities to recommend for guest inquiries.
• Handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.
• Monitor and maintain cleanliness and organization of all work areas; rectify any deficiencies.
• Follow designated procedures for vehicle accidents, breakdowns and incidents.
• Log all information for each airport request such as flight information/room number/driver/amount/no show
• Successful completion of the training/certification process.

• Meet with Supervisor/departing Concierge to review business status and follow up actions.

• Access all functions of computer system in accordance with departmental specifications.
• Set up work station with necessary supplies; maintain cleanliness throughout shift.
• Legibly complete requisition for additional supplies/materials and submit to manager.
• Maintain updated resource materials on all vendors and information to accommodate guest requests.
• Answer department telephone within 3 rings, using correct salutations and telephone etiquette.
• Accommodate all guest requests expediently and courteously. Follow up with designated hotel personnel to ensure completion of request.
• Legibly document all pertinent information in guest request log(s). Monitor and update log book(s) throughout the shift.
• Handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.
• Place orders for amenities and coordinate delivery of amenities to designated guest rooms in accordance with hotel standards.
• Legibly complete confirmation cards according to departmental standards and deliver to guest upon completion of each arrangement coordinated for guest.
• Relay accurate directions to guests' desired destination within local area and distribute maps with highlighted routes.
• Adhere to all cashiering procedures:
  • Process miscellaneous charges.
  • Collect payments.
  • Make change for guests.
  • Post charges.
  • Run closing reports.
  • Complete designated cashier reports.
  • Balance reports.
  • Drop receipts.
• Take, record and relay messages accurately, completely and legibly.
• Successful completion of the training/certification process.
• Assist with handling of telephone request at Concierge Desk when lateral service is required.

PROFILE

Qualifications

Essential:

• High school graduate.

• Ability to pleasantly communicate with proper grammar in English.

• Ability to provide legible communication.

• Ability to compute basic mathematical calculations.

• 1 year experience in similar position in hospitality industry.

Desirable:

• Some college or training in hospitality industry.

• Previous experience as a Concierge in a luxury market.

• Valid membership in Les Clefs d'Or if applicable.

• Previous cashiering experience.

• Knowledge of computers.

• Fluency in English

• Knowledge of local attractions, restaurants, services and suppliers/vendors.

• Certification of previous training in guest relations, liquor, wine and food service.

• Certification in alcohol awareness program.

Skills:

Essential:

• Ability to input and access data in computer.

• Ability to page, provide a warm welcome when receiving guests at the Arrival hall.

• Ability to bid farewell and express wishes of their return.

• Understand the layout and facilities at the airport.

• Ability to liaise with immigration and visa officer for flawless arrival and departure of hotel guests.

• Responsible, safe and conscientious driver.

• Ability to understand guest inquiries and provide responses.

• Ability to use a radio/beeper/ cell phone

• Ability to focus on guests' needs.

• Ability to prioritize, organize and use sound judgement.

• Ability to maintain concentration and think clearly under all driving conditions.

• Ability to exert physical effort in placing and removing luggage into/out of a vehicle.

• Ability to endure abundant physical movements in performing job functions.

• Ability to work in variable weather conditions.

• Ability to remain at post.

• Ability to ensure security of vehicles and hotel property.
• Ability to maintain confidentiality of guest information and pertinent hotel data.
• Ability to perform assignments with minimal supervision.
• Ability to work cohesively with co-workers as part of a team.

• Ability to focus attention on guest needs, remaining calm and courteous.

• Ability to promote positive relations with all individuals who approach you and by telephone.

• Ability to think clearly, quickly, maintain concentration and make concise decisions.

• Ability to prioritize, organize and follow up.

• Ability to focus attention on details.

• Ability to maintain confidentiality of all guest information and pertinent hotel data.

• Ability to ensure security of guest room access.

• Ability to work well under pressure of coordinating requests at any given time.

• Ability to perform job functions with minimal supervision.

• Ability to remain stationary at assigned post for extended periods of time.

• Ability to work cohesively with other departments and co-workers as part of a team.
• Ability to maintain good contacts and rapport with airline, tour operators, restaurant and vendors to provide smooth and efficient service to all guests.

• Ability to maintain hotels standards, policies and procedures

• Organized and focused in high stress situations

• Proficiency in Outlook and Microsoft Excel

• Fluency in English language both written and spoken

• Ability to overcome objections and ability to up-sell

• Ability to multi task and take on cross functional tasks when required

• Ability to train and develop others

• Great communication skills