Reporting to the Platinum Supervisory team, the key purpose of the role is to deliver a premium, front of house service and experience to all clients from the moment they reach the car park, all the way through to take off. Service standards at Platinum, Dublin Airport are akin to a 5-star hotel experience with a strong emphasis on repeat custom and exceeding customer’s expectations.
Responsibilities
Some of the key responsibilities include (list is not exhaustive):
* Act as an ambassador for the Platinum Services product and brand at Dublin Airport, at all times.
* Demonstrate excellence in customer service, high service standards and portray a positive and professional outlook and attitude especially when under pressure.
* Operate with the highest standards of professionalism in line with the brand proposition.
* Adhere strictly to Platinum protocols regarding confidentiality, security and discretion.
* Responsible for the cleanliness, availability and efficiency of the Platinum Services facility.
* Provide a strong focus on meeting and exceeding customer and stakeholder expectations, with an emphasis on the best possible end-to-end customer experience.
* Welcoming, meeting and greeting of clients upon arrival and assisting and ensuring they are escorted to their allocated suite in a friendly and efficient manner.
* Managing General Aviation (GA) private jet, movements and commercial customers / guests.
* Handling and ‘checking in’ of personnel and luggage for commercial aircraft passengers.
* Assisting with the screening/movement of private jet & commercial luggage.
* Preparing and serving of food & beverages in the kitchen area in line with F & B standards.
* Regular replenishing and cleaning of suites during and after use.
* Driving customers to designated gates at boarding time to assist boarding aircraft. This includes liaising with airline staff to ensure the optimum in customer experience.
* Meeting commercial aircraft customers at designated gates upon arrival and driving/escorting them back to Platinum Services location.
* Assist in escorting/driving private jet clients when required.
* Liaising with airlines, customs and immigration on behalf of customers/movements/events.
* Checking in of passengers as required.
* Collection of luggage for commercial aircraft customers from the baggage hall.
* Liaising with all relevant parties, internal/external, as necessary, to deliver professional service standards for all meeting rooms and meetings held within Platinum Services.
* Reconfiguration of suites for events (moving furniture, room set up, assisting catering partner etc).
* Complete stock runs between lounges and Platinum Services.
* Manage stock and car park bookings (out of hours) to ensure an optimum commercial return.
* Support Dublin Airport, as required in the event of airport emergency or unplanned event.
* Any other duties as assigned to meet operational requirements (for example project work, routine audits etc.)
Qualifications
* Experience in a customer focused role and a proven track record in the provision of exemplary customer service for more than 2 years.
* Excellent interpersonal and communication skills.
* High level of attention to detail with the ability think ahead and problem solve.
* Proficient in basic PC skills (Word, Excel, email etc.)
* Commercial experience and mindset to ensure customer retention by delivering a professional service every time.
* Ability to perform a certain level of physical activities such as lifting, pushing luggage etc.
* Full Driving licence – Cat B.
* Takes pride in the job and product delivered.
* A team player capable of working collaboratively and independently.
* Ability to work calm and effectively under pressure.
* A sense of urgency when required in a busy environment.
* Product ambassador mindset always seeking opportunities to promote or upsell service.
* Seeks ownership, responsibility and displays initiative with a proactive approach to work and dealing with customers.
Committed to daa values
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