Lounge Agent

1. Job Information

Job Title: Lounge Agent
Line Manager: Assistant Lounge Manager
Department: Operation Management Department

2. Job Purpose

To welcome guests upon entering the lounge and provide highly professional support by managing check-in and check-out operations, answering inquiries, and coordinating special services to ensure a premium hospitality experience that reflects the lounge’s professional standards.

3. Duties and Responsibilities

• Welcome guests upon arrival with a polite and professional greeting that reflects a positive image of the service.

• Verify guest information and eligibility for entry (cards, invitations, tickets, or other documents) in accordance with approved policies.

• Perform check-in and check-out processes quickly and accurately and update guest information in the system.

• Respond to guest inquiries regarding lounge services, facilities, or any information they may need.

• Coordinate special services for VIP guests such as preferred seating, special facilities, or customized meal requests.

• Guide guests to different service areas (dining, relaxation, meeting rooms) and explain available facilities.

• Handle guest feedback or simple complaints and resolve them directly, or escalate them when needed.

• Monitor crowd levels and coordinate guest flow to ensure comfort and easy movement inside the lounge.

• Provide flight information to arriving passengers, including verifying their destination and reminding them of the gate number and departure time when their flight departs from another terminal, ensuring guest comfort before entering.

• Coordinate with departure gate staff and ground service providers to facilitate movement for guests with special needs, especially wheelchair users, and ensure all arrangements are prepared in advance.

• Welcome and register eligible guests entering through credit cards (e.g., Visa or MasterCard) or direct payment while ensuring all requirements and policies are met.

• Enter guest data into the Odoo system accurately and document the boarding pass as an official reference for each guest entering the lounge.

• Assist in preparing and setting up the reception area to ensure cleanliness and readiness before guest arrival.

• Follow up on messages and special requests from airlines or key clients and document them properly.

• Provide assistance to guests in special cases, including elderly passengers or those with special needs.

• Report any issues or faults in reception systems or lounge equipment and escalate them to the supervisor.

• Maintain the confidentiality of guest data and adhere to security and privacy procedures.

• Comply with all related policies and procedures described in the AKCC Integrated Management System.

• Ensure adherence to and monitoring of all policies and procedures outlined in the AKCC Integrated Quality Management System (ISO 9001 / ISO 22000 / ISO 45001 / ISO 14001).

Education

• Diploma or Bachelor’s degree in Hospitality Management, Business Administration, or a related field.

Experience

• 2 to 4 years in a related field.

Skills

• Effective communication skills

• Ability for self-learning and skill development

• Creativity and quick thinking

• High attention to detail and accuracy

• Teamwork and responsibility

• Commitment to quality and safety standards

• Experience in lounge operations and resource management

• Ability to use Microsoft Office

• Written and spoken English