Concierge Agent 机场礼宾服务代表
Beijing International Airport 北京首都国际机场
1. MAIN DUTIES AND RESPONSABILITIES
The primary focus and responsibilities of the Concierge Agent is to provide personalized service, recognition and attention to detail to Altitude Super Elite 100K, other top tier members and International Business class customers in the airport environment. (arrivals, check-in, departures, and lounges).
The concierge agent must pay permanent attention to our AC VIP passenger’s needs and provide excellent service at all times, in line with the customer service guidelines and the corporate safety rules. He/she must be able to solve all kinds of problems and know who and how to ask for assistance. By developing professional, positive relationships with our most frequent customers, the concierge will help develop brand loyalty.
In particular, the concierge agent is required to:
•Be present at Check-in to greet and acknowledge premium customers and escort to the Lounge if required.
•Assist at arrivals/departures with premium customers’ problems i.e assisting with ticketing, upgrades, connections, baggage retrieval and any last minute arrangements.
•Assist at Gates with boarding premium customers.
•Meet and acknowledge premium customers at the Lounges
•Liaise with the Concierge Desk.
•Network with Concierge Agents at other Stations and with local representatives (Hotels, OAL’s).
•Provide solutions for premium customers, in particular in case of irregular operations.
•Maintain daily reports on the concierge activities, log problems and follow through when required.
•Liaise with Canadian Concierge groups to provide support/assistance in dealing/handling with high profile/premium customers.
2. REQUIRED APTITUDES AND SKILLS
•Impeccable social manners
•Excellent service skills and commercial sense
•Excellent professional appearance and grooming standards
•Strong interpersonal skills
•Ability to work in a multicultural environment and demonstrate diplomacy & courtesy
•Strong written and oral communication skills
•Ability to prioritize and plan daily workload according to the demands of the operation
•Strong ability to solve problems and find solutions, in line with the corporate guidelines and policies
•Solid ability to work using own initiative
•Ability to work well within a team
•Strong knowledge of AC product and procedures, including
•Ability to adapt to various situations and changing procedures
3. JOB PREREQUISITE
•Excellent knowledge of English (written and oral) – the knowledge of additional foreign languages is an asset
•Internet, emails, Word ; Excel proficiency and use of AC reservations system
•Ability to travel (seminars, training, etc.)
•Obtain an airport pass
•Wear AC Uniform according to the Air Canada uniform policy
•Degree / Diploma in Tourism
•Experience in a similar role is an advantage
•The knowledge of airport environment is a plus
•Ticketing knowledge is a plus
Shift work is required (including on weekends and bank holidays) as can be overtime in case of irregular operations
Schedule changes can happen depending on service needs (e.g. irregular operations, reduced headcount, etc.)
Night work can be required depending on the flight schedules decided by the company
Motivated candidates please send your resume both English and Chinese version and salary expectation by email to firstname.lastname@example.org and note the position you are interested.