The Hospitality Service Agent is responsible for delivering exceptional customer service to passengers, ensuring a smooth and pleasant airport experience. The role involves assisting passengers, handling inquiries, and supporting lounge and guest service operations in line with company service standards.

Key Responsibilities:

Customer Service & Passenger Assistance:

• Provide professional and courteous assistance to passengers at various service points
• Assist with check-in guidance, directions, and general airport inquiries
• Support VIP, premium, and special assistance passengers
• Handle customer complaints and escalate issues when required

Lounge & Guest Services:

• Assist in airport lounges by welcoming guests and managing access
• Ensure cleanliness, comfort, and service quality in hospitality areas
• Support food & beverage service (if applicable)

Operations Support:

• Coordinate with internal teams (airlines, ground handling, security)
• Ensure smooth passenger flow during peak hours
• Follow operational procedures and service protocols

Documentation & Reporting:

• Record passenger interactions, feedback, and complaints
• Maintain service logs and daily reports
• Report any operational issues or irregularities

Compliance & Standards:

• Adhere to airport safety, security, and service regulations
• Maintain professional grooming and appearance standards
• Ensure confidentiality and professionalism at all times