Lounge Agent
Etihad Airways
Total years of experience :16 years, 2 Months
• Working in a team to ensure a remarkable guest experience is achieved in a fast paced, pressurized working environment
• Overlooking the daily lounge operation report
• Carrying out daily administrative tasks such as, raising purchase orders through the oracle system
• Taking care of high volumes of VVIPS, liaising with the Special Services team ensuring they are met and assisted from the aircraft to the VIP area of the lounge where making sure they have an unforgettable experience
• Working hand in hand with airport operations, taking charge of service recovery from our specialized Guest Response team
• Enhances staff accomplishments and competence by planning delivery of solutions; answering technical and procedural questions for less experienced team members; teaching improved processes; mentoring team members
• Maintains relationships with clients by providing support, information and guidance; researching and recommending new opportunities; recommending profit and service improvement
• Identifies product improvements or new products by remaining current on industry trends, market activities, and competitors
• Prepares reports by collecting, analyzing and summarizing information
attending a pre-flight briefing, during which air cabin crew are assigned their working positions for the upcoming flight. Crew are also informed of flight details, the schedule and if there are passengers with any special requirements, such as diabetic passengers, passengers in wheelchairs or the number of infants on board;
carrying out pre-flight duties, including checking the safety equipment, ensuring the aircraft is clean and tidy, ensuring that information in the seat pockets is up to date and that all meals and stock are on board;
welcoming passengers on board and directing them to their seats;
informing passengers of the aircraft safety procedures and ensuring that all hand luggage is securely stored away;
checking all passenger seat belts and galleys are secure prior to take-off;
making announcements on behalf of the pilot and answering passenger questions during the flight;
serving meals and refreshments to passengers;
selling duty-free goods and advising passengers of any allowance restrictions in force at their destination;
reassuring passengers and ensuring that they follow safety procedures correctly in emergency situations;
giving first aid to passengers where necessary;
ensuring passengers disembark safely at the end of a flight and checking that there is no luggage left in the overhead lockers;
completing paperwork, including writing a flight report.
