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Airline Premium Host - London, United Kingdom - Menzies Aviation

Menzies Aviation

Verified Company

London, United Kingdom

1 month ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Overview

Premium host provides exceptional customer service with an emphasis on delivering personalised premium service to Airline First Class, Chairman's Lounge, Platinum, Gold Frequent Flyer Members and Major Corporate Accounts ensuring an effortless and superior travel experience through the airport environment for the Airline First and Premium passengers.

The Premium host is responsible for pre-flight preparations for all First and Premium passengers including liaising with key airport and Airline departments, as well as all aspects of customer service at Check-In, Departures and Lounge.

The position monitors the performance of and provides on the job coaching to Ground Handling Agent staff, performs administrative duties (e.g. invoice verification and settlement of baggage claims) and handles activity arising from flight disruptions for all customers.

The Premium host will demonstrate a positive and analytical approach to problem solving and capacity to produce results within tight timeframes.

The position is a key airport liaison position that role models consistent quality customer service and team centric behaviours.

The Premium host will support the Duty Airport Manager in all areas of the operation including below the wing operations and anything safety related.

On occasion in the absence of the Duty Manager the Premium host will be required to act up and provide support.

Main accountabilities include:

Demonstrate and role model exceptional Customer Service
Role model outstanding Customer Service to all Airline customers, demonstrating a customer service centric approach and consistent quality attitude.

Present a professional approach and outstanding personal presentation, with a steadfast degree of integrity, reliability and discretion in accordance with the company's corporate standards.

Ensure all Customer Service standards are fully understood and applied by staff and Ground Handling Agents.

Ensure all interactions with Airline Customers demonstrates quality customer service and genuine warmth.

Consistently 'step up' with all service interactions to achieve a smooth travel experience for Premium customers.

Demonstrate outstanding customer recovery skills to resolve difficult situations which may arise in Premium customer handling - e.g. delayed flights, peak travel times.

Provide constant communication and accurate information to customers during a delay - whilst finding viable alternatives of travel for Premium customers.

Liaise with all airline staff and Ground Handling Agents to ensure immediate awareness of potential issues; instantly coordinating satisfactory customer service outcomes.

Display due care and diligence in all activities and ensure staff within the Customer Service Team, including GHAs, also display consistent quality customer service behaviour.

Manage relationship with the airline premium customers
Manage quality relationships and professional rapport with all key customer groups including First Class, Platinum, Gold customers and Chairman's Lounge members

Greet and welcome Premium customers and their guests, attend to check-in procedures and delivery of the Airline Premium Airport experience.

Pre boarding - handover sheet to the First Class Crew advising of pre-orders and customer information (i.e. Sleeper suits, amenity pack orders).

Liaise with Lounges ensuring Premium customers are advised of boarding and Lounge Hosts farewell customers.

Escort Premium Customer(s) to the boarding gate and oversee boarding as requested.

Ensure premium class baggage is unloaded first, assist passengers with their baggage and report on priority baggage delivery.

Directly escort Premium customers with mishandled baggage and provide mishandled baggage assistance.

Provide the customer with contact number for additional assistance as required.

Provide immediate assistance for all Premium customer issues and requests, as appropriate, to ensure a seamless 'hassle free' experience when travelling through the airport.

Liaise and communicate effectively with internal/ external stakeholders
Manage Team administration functions.

Contact the premium customer the day before travel to introduce the airline Premium Customer Product, gather relevant information and coordinate activities - recording correspondence and special requests.

Confirm and ascertain Premium customers travel requirements (e.g.

seat allocation meets the customers indicated preference, APIS information required, ascertain estimated number of checked bags, arrival time at airport on the day of travel, any further special requirements or requests e.g.

spa booking or hotel / restaurant reservation.

Amend the customer's passport / APIS information into their DCS record and ensure their Frequent Flyer details are recorded.

Provide the airline First Host customer details to ensure they are contacted en route to the airport on the day of travel.

Prepare Premium Customer brief sheet for Check-in A