Airport Representative

6 months ago

Mumbai, India Four Seasons Hotels and Resorts Full time

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

In the heart of Worli - the business hub of India’s largest city and close to the entertainment and commercial district of Lower Parel, Four Seasons Hotel Mumbai is a chic urban oasis with an intimate, boutique atmosphere. The brand's first hotel in India, Four Seasons Hotel Mumbai echoes 'Powerhouse Luxury' in the city that never sleeps. Known for unparalleled food & beverage options such as those at AER Mumbai, an award-winning rooftop bar, as well as San:Qi, a city-favourite pan-Asian restaurant with wine bar, private dining rooms, four open-style kitchens overseen by master craftsmen and an extensive menu offering Indian, Chinese, Thai and Japanese delicacies.

Basic Function:

The Airport Representative is an integral part of the Guest Services Team whose main objective is to ensure our guests are well looked after from the start till departure. He is Responsible for welcoming/escorting/farewell of Four Seasons Mumbai guests at the airport who have requested a limousine for pick-up and drop-off. Assist guests with any transport/airport assistance they may need. Help create a memorable experience for a guest. Airport representatives are responsible for creating WOWs for our guests even before they are checked in and even when they have checked out.

Role and Responsibilities

The ability to efficiently co-ordinate and assist with all hotel guest arrivals at the airport. Also ability to greet departing guest, proceed to take care of their baggage and escort to check in counter. The ability to liaise with airport personnel on lost luggage, to make special flight arrangements, last minute flight change for guests, and to look after special VIP arrangements. The ability to make airline reservations, change flight requirements and purchase flight tickets. Also at occasions to do pre check-in of flights. The ability to verify the transportation report in advance and prepare for all arriving guests and departing guests. Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints, assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, etc. Strives to anticipate and exceed guest expectations at all occasions. Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact. Works harmoniously and professionally with co-workers and supervisors. Wait for the guest after the flight has landed with the Brand Approved, clean and well maintained Welcome Board easily visible for guest departing from the gate. Assist guests with their luggage, and guide them to the pickup area. Wait with them until pick up occurs. Should be able check the cleanliness and condition of hotel limousines and third party vendor cars arranged by the hotel for guests. Should perform other tasks or projects as assigned by hotel management and staff. Anticipates guest needs and takes ownership of guest concerns and requests; acts decisively to ensure guest satisfaction; reports all glitches to Assistant Manager for further follow up. Liaise with concierge/ front desk and bell desk team on arrival & departure of guests, to ensure all check in & check-outs are conducted smoothly and in accordance with Four Seasons Core standards. Work closely with Concierge to plan out the car requirement for next day. Provides genuine hospitality and recognition in the work area. Is seen as working hands-on, assists colleagues in crunch times; Walks the talk. Assists with responsibilities and duties in the areas of Bell Staff and Valet Parking Staff. The ability to perform other tasks or projects as assigned by Guest Services Manager, Hotel Assistant Manager, Front Office Manager, Director of Rooms and General Manager. The ability to maintain an accurate working knowledge of the town, as well as information of the hotel and all special events that is happening in the city.

Education: Graduate

Experience: One- two years of relevant experience in 5 star hotels or resorts is preferred

Skills and Abilities: Ability to read, write and speak English.

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