Guest Experience Ambassador

TAV Operation Services; New York (NY); On-site; USD 40,000 - 60,000; Full time

Job summary

TAV Operation Services in New York is seeking a Guest Experience Ambassador to welcome and assist passengers at our lounges. The role requires standing for long periods and weekend availability, with a focus on delivering exceptional service and guiding loyalty program processes.

You will manage registrations, oversee service points, and ensure accurate documentation of passenger counts and transactions across online systems. Strong English communication is essential.

Qualifications

• Minimum 2 years of experience in guest services or related roles.
• Good English language skills; ability to prepare reports.
• Familiarity with loyalty programs and lounge operations.

Responsibilities

• Provide welcome, meet-and-greet, fast pass and loyalty program services to passengers.
• Deliver outstanding customer service and maintain lounge standards.
• Supervise service points, report malfunctions and ensure cleanliness.
• Confirm lounge eligibility, register guests and issue invoices as needed; record transactions accurately.
• Respond promptly to complaints and notify supervisors as required.

Skills

Guest experience

Customer service

Communication

MS Office

Tools

Oracle ERP

MS Office

Job description

TAV Operation Services New York, United States (On-site)

We are proud to be a leading global operator in the non-aeronautical airport services sector. With a presence in 41 airports across 19 countries, we manage 88 luxurious lounges worldwide, offering an exceptional range of premium services tailored for discerning travelers. We’re on the lookout for a passionate Guest Experience Ambassador to join our dynamic team. Must be able to stand for long periods of time and have weekend availability.

Purpose of Role

To carry out send-off, welcoming, escorting, loyalty program processes, fast pass and lounge services in the relevant terminals in a complete, in order to maintain and increase the company's service quality, customer satisfaction and in accordance with the procedures.

Responsibilities

• To provide passengers with welcoming, meet and greet, fast pass and loyalty program operation services in accordance with the determined rules and procedures in order to ensure customer satisfaction.
• Deliver Outstanding Customer Service: Consistently provide a superior standard of customer service to all passengers
• To supervise and control the fixtures at the service points, to provide the necessary notifications in case of malfunction and to follow the solution, to report to superiors, to ensure the order and cleanliness of the service points.
• Confirm Eligibility and Manage Registration Procedures: Confirm guest eligibility for lounge access and conduct the registration process. Issue invoices to guests as required. Ensure precise recording and reconciliation of all transactions and passenger counts within the online systems. At the end of each day, submit passenger counts and associated documentation, including bank slips and vouchers, to the appropriate departments Display Excellent Communication Abilities: Exhibit outstanding communication proficiency and consistently demonstrate an ability to engage effectively with others. Maintain flexibility and patience when interacting with guests.
• Respond to Complaints Immediately: Address any complaints or issues without delay, and communicate pertinent information or concerns directly to a supervisor

Qualifications:

Total Professional Experience: 2 Years +

Language: English / Good level of ability to prepare reports for overseas locations

Computer: Experienced in MS Office applications, ERP applications (preferably Oracle)