Senior Guest Experience Agent - Aspire Executive Lounge - Liverpool Airport

Swissport International AG; Liverpool; On-site; GBP 22,000 - 28,000; Full time

Job summary

An established industry player in the travel and hospitality sector is seeking a Senior Guest Experience Agent to join their dynamic team. This role focuses on delivering exceptional guest experiences, managing front-of-house operations, and ensuring a welcoming environment. With over 35 years of award-winning hospitality experience, the company prides itself on providing a sophisticated travel experience. If you are passionate about customer service and thrive in a fast-paced environment, this opportunity offers a chance to make a significant impact while enjoying a variety of employee benefits.

Benefits

Free parking during shifts

Food safety training

CPD opportunities

Employee Recognition scheme

Free meals and soft drinks

Uniform provided

Pension scheme

Employee assistance programme

Discounted retail

Discounted lounge access

Qualifications

• Experience in high-volume reception processing.
• Passion for hospitality and customer service.
• Ability to work collaboratively or independently.

Responsibilities

• Manage the Front of House Team, ensuring safety and hygiene.
• Process eligible guests and payments efficiently.
• Host guests and provide an overview of lounge facilities.

Skills

Customer Service

Conflict Resolution

Reception Management

Team Collaboration

Computer Literacy

Tools

Excel

Job description

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Overview

Do you want to be at the forefront of one of the most exciting and fastest growing sectors in Travel & Hospitality?

If you have a passion for delivering world class guest experience, leading hospitality teams, and enjoy meeting new faces every day, then this is the role for you.

We are Aspire Executive Lounges. With more than 35 years of award-winning hospitality experience, we are Europe's largest brand of executive lounges, serving over 5 million customers worldwide across 80 lounges—over 14,000 guests daily.

We deliver outstanding customer experiences, bringing sophistication to everyday travel, and fulfilling our brand promise of 'the perfect start'.

We are seeking candidates for an exciting opportunity to join a high-performing team of hospitality professionals and to continually enhance the Aspire Executive Lounge offering to achieve our goal of being the best lounge provider globally.

Job Summary

As a Senior Guest Experience Agent, you will report to the Team Leader and be a key member of the Front of House team. Your focus will be on reception duties including capacity management, hosting guests to their seats, bartending, and maintaining all aspects of front-of-house hygiene to ensure guest expectations are met and exceeded, leaving our lounges feeling welcoming, relaxed, and energized.

Responsibilities

Job responsibilities:

• Manage the Front of House Team within the lounge, maintaining a safe and hygienic environment.
• Process eligible guests entering the lounge via our reception system.
• Deploy digital capacity management system as needed.
• Cross-check reception reports to maximize revenue.
• Process payments using the PDQ machine.
• Assist with guest entry queries.
• Host guests to their seats and provide an overview of lounge facilities.
• Support FOH colleagues working at the bar or on the floor.
• Handle ad hoc requests from local leadership.

The list is not exhaustive and may vary depending on location and customer requirements.

Qualifications

Qualifications and Competences:

• Experience in high-volume reception processing.
• Computer literate (e.g., Excel).
• Passion for hospitality and customer service.
• Ability to work collaboratively or independently.
• Follow processes and adapt flexibly when required.
• Experience in conflict resolution.
• Flexible to work shifts from 03:30 to 21:00, 7 days a week.

Benefits

• Free parking during shifts.
• Industry-recognized food safety training and qualifications to FSA L2.
• CPD opportunities via the Aspire Hospitality Academy.
• Comprehensive Employee Recognition scheme.
• Free meals and soft drinks during shifts.
• Uniform provided.
• Swissport pension scheme with optional contributions.
• 24-hour employee assistance programme.
• Discounted retail (varies by airport outlet).
• Discounted access to Aspire lounge network for family and friends.
• Potential placements in other lounges within the network.