Senior Guest Experience Agent - Aspire Executive Lounge - Liverpool Airport

Swissport; Liverpool; On-site; Full time

Job summary

A leading company in the airport hospitality sector is seeking a Senior Guest Experience Agent in Liverpool. This role focuses on delivering exceptional service, managing team operations at the lounge, and ensuring a welcoming environment for guests. Join a dynamic team dedicated to setting the standard in guest experiences.

Benefits

Free parking whilst at work

Industry recognized food safety training

Employee recognition scheme

Free meals during shifts

Uniform provided

Pension scheme

Discounted retail opportunities

Qualifications

• Experience in high-volume reception processing is required.
• Computer literate, particularly in Excel.
• A passion for hospitality and customer service is essential.

Responsibilities

• Manage the Front of House Team to maintain a safe and hygienic environment.
• Process eligible guests entering through the reception system.
• Host guests to their allocated seat and provide lounge facility overview.

Skills

Customer Service

Teamwork

Conflict Resolution

Tools

Excel

Job description

Overview

Job Title: Senior Guest Experience Agent

Company:Aspire Executive Lounge

Location:Liverpool Airport

Contract Type:Full Time

Hours:37.5 hours per week, between Monday – Sunday (shift work)

Salary: £12.96 per hour

Introduction of a Night Shift Allowance of0.60phwith effect 1st Jan payable for hours worked between11pmand6am.

An increase in the above Night Shift Allowance of0.15phfrom 1st May 2025 – taking it to0.75ph.

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 ward 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 & Energised.

Responsibilities

Job responsibilities:

• Manage the Front of House Team within the lounge, maintaining a safe and hygienic environment.
• Processing of eligible guests entering the lounge via our in-lounge reception system.
• Deployment of digital capacity management system as the need arises.
• Cross-Checking reception reports to ensure revenue generation is maximised.
• Processing payments through the PDQ machine.
• Assisting with guest entry queries.
• Hosting Guests to their allocated seat and giving a detailed overview of the lounge facilities.
• Helping FOH colleagues working on the Bar or Floor.
• Adhoc reasonable requests by 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:

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

Benefits:

• Free parking whilst at work.
• Industry recognised food safety training and qualifications to FSA L2.
• Industry recognised CPD opportunities with the Aspire Hospitality Academy.
• Comprehensive Employee Recognition scheme.
• Free meals and soft drinks during shifts.
• Uniform provided.
• Swissport pension scheme with ability to self-contribute.
• 24-hour employee assistance programme
• Discounted retail – Varies by Airport Outlet.
• Discounted access to Aspire lounge network for family and friends.
• Potential for placements to other Lounges within the network