Senior Guest Experience Agent - Aspire Executive Lounge - Liverpool Airport

Swissport; Liverpool; On-site; GBP 20,000 - 30,000; Full time

Job summary

An established industry player in the hospitality sector is seeking a Senior Guest Experience Agent to join their dynamic team. This role involves managing the Front of House operations, ensuring guests receive exceptional service and a warm welcome. You will be at the heart of creating memorable experiences for travelers, overseeing reception duties, and maintaining a clean and inviting environment. If you are passionate about hospitality and thrive in a fast-paced setting, this opportunity offers a chance to grow within a leading executive lounge provider that values its team and guests alike.

Benefits

Free parking

Food safety training

Employee Recognition scheme

Free meals during shifts

Uniform provided

Pension scheme

Employee assistance programme

Discounted retail

Discounted lounge access

Placement opportunities

Qualifications

• Experience in high-volume reception processing and customer service.
• Ability to work in a team and handle conflict situations.

Responsibilities

• Manage Front of House team to ensure a safe and hygienic environment.
• Host guests and assist with entry queries while maximizing revenue.

Skills

Customer Service

Conflict Resolution

Teamwork

Reception Management

Flexibility

Education

Food Safety Training

Tools

Excel

Digital Capacity Management System

Job description

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 and serve over 5 million customers worldwide within 80 lounges, that’s over 14,000 guests per day.

We deliver outstanding customer experiences, bringing sophistication to everyday travel, delivering our brand promise of ‘the perfect start’.

We are seeking candidates for an exciting opportunity to join a high-flying team of hospitality professionals and to continually improve the Aspire Executive Lounge offering to meet our ambition 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 leading member of the Front of House team focusing on reception duties including capacity management, hosting guests to their allocated seat, and bartending alongside all other aspects of front of house hygiene to ensure guest expectations are met and exceeded, so they leave our lounges feeling welcome, relaxed, and energized.

Responsibilities

Job responsibilities:

1. Manage the Front of House Team within the lounge, maintaining a safe and hygienic environment.
2. Process eligible guests entering the lounge via our in-lounge reception system.
3. Deploy digital capacity management system as the need arises.
4. Cross-check reception reports to ensure revenue generation is maximized.
5. Process payments through the PDQ machine.
6. Assist with guest entry queries.
7. Host guests to their allocated seat and provide a detailed overview of the lounge facilities.
8. Help FOH colleagues working on the bar or floor.
9. Fulfill adhoc reasonable requests by the local leadership team.

The list is not exhaustive and is not intended to restrict the scope of the job but clearly define a starting point and may vary depending on location and local customer requirements.

Qualifications

Qualifications and Competences:

1. Background in high-volume reception processing.
2. Computer literate – Excel, etc.
3. Passionate about the hospitality and customer service industry.
4. Ability to work as part of a team or be self-motivated to complete tasks.
5. Ability to follow processes and procedures and to apply flexibility when required.
6. Experience in defusing conflict situations.
7. Flexible to work shifts covering 0330 – 2100, 7 days a week.

Benefits:

1. Free parking whilst at work.
2. Industry-recognized food safety training and qualifications to FSA L2.
3. Industry-recognized CPD opportunities with the Aspire Hospitality Academy.
4. Comprehensive Employee Recognition scheme.
5. Free meals and soft drinks during shifts.
6. Uniform provided.
7. Swissport pension scheme with ability to self-contribute.
8. 24-hour employee assistance programme.
9. Discounted retail – varies by Airport Outlet.
10. Discounted access to Aspire lounge network for family and friends.
11. Potential for placements to other Lounges within the network.