Are you passionate about delivering top-tier customer service? Do you thrive in a fast-paced airport environment? If so, we want YOU to be part of our world-class marhaba Lounge team, proudly operated by dnata Airport Services at Melbourne Airport!
The marhaba Lounge Receptionist is responsible for delivering exceptional customer service to lounge guests, ensuring a warm and inviting experience. This role requires strong interpersonal skills, attention to detail, and the ability to multitask effectively in a fast-paced environment.
Primary Duties and Responsibilities
- Greet guests warmly upon arrival, verify access entitlements, and manage lounge check-in efficiently.
- Support lounge staff by providing real-time feedback and escalating service issues where needed.
- Contribute to a positive and collaborative team culture through daily interactions and a solution-focused mindset.
- Identify and communicate training needs to ensure continuous service improvement.
- Represent the marhaba brand with integrity, professionalism, and a focus on service excellence.
- Respond to customer enquiries, complaints, or special requests, ensuring issues are resolved in a timely and empathetic manner.
- Ensure the cleanliness, comfort, and readiness of the lounge at all times by liaising with cleaning and catering teams.
- Provide guests with accurate flight and airport information to enhance their travel experience.
- Assist with any disruptions or delays, ensuring guests are supported and informed in line with dnata’s customer recovery guidelines.
- Manage guest access billing inquiries accurately and ensure any discrepancies are reported and resolved
- Ensure efficient use of resources (supplies, amenities, equipment) and raise any issues that may lead to cost inefficiencies.
- Support the Lounge Manager by identifying trends in guest access and suggesting improvements to service delivery models or capacity.
Essential Criteria:
- Ability to work a rotating roster, with 24/7 availability
- Previous experience in customer service or hospitality, ideally in a lounge, airport, or hotel environment preferred.
- Strong communication and interpersonal skills.
- Ability to work flexible hours, including weekends, holidays, and shift work.
- Ability to lift and carry items up to 22kg and stand for extended periods.
- High attention to detail and a commitment to cleanliness and hygiene.
- Positive attitude, team player, and a passion for delivering exceptional guest service.
- Proficiency in multiple languages is highly desirable.
Benefits:
- Award Rate Salary.
- Opportunities for career development and advancement.
- Comprehensive training and induction program.
- Access to staff discounts.
Please note - To be considered for this position applicants must have the right to work in Australia. Due to a high volume of applications, only shortlisted applicants will be contacted.
Join Marhaba Lounge and be part of a team that creates memorable experiences for travellers every day!
