I. BASIC PURPOSE / JOB BRIEF:

The Airport Representative provides exceptional customer service at the Airport in accordance with the objectives, performance and quality standards established by Okada Manila.

II. MAJOR RESPONSIBILITIES AND DUTIES:

• Complete knowledge of Okada Manila’s programs: e.g. Loyalty Program, Guest History
• Builds relationships with guest to delight and gain loyalty  Actively promotes the hotel’s services and facilities to all guests that they encounter
• Coordinate and assist transportation requirements of guests. Must be ready for any walk-in guests then liaise this with Room Reservation, Arrival Experience Manager, Senior Guest Services Manager/Guest Services Manager on a new non-registered arrival 
• Liaise closely with the Arrival Experience Manager, Guest Services Agent, Chief Concierge in order to coordinate the movement of the guest
• Completely aware of the arrivals and departure of the guests that requires transportation in order to monitor their movement and that they have been met and assisted upon arrival and departure in order to provide personalized service.
• Manages all luggage deliveries and collections
• Ensures proper receipt, storage and shipment of luggage and packages for guests.
• Checks flight arrival and coordinates with the transportation team.
• Ensures the hotel cars are properly used and is on stand-by for the arrival of the guest
• Handles guest complaints in the first instance and if guest is still not satisfied, must report in a timely manner to the concerned Department Heads
• Builds and maintains a good relationship with the Immigration Authorities, Airline personnel at the airport and other colleagues
• Ensures that all equipment and gadgets are in good working condition and are well-maintained
• Performs other tasks that maybe assigned by the Management from time to time

III. JOB SPECIFICATIONS:

Educational Requirement:

• College Level of any course or equivalent professional training

Experience Requirement: 

• Preferably with 1 year working experience at the Concierge/Front Office or Transportation field in a 5 star hotel

Skills and Attributes:

• Good command of both written and spoken English
• Display exceptional commitment to improving customer service
• Achieve agreed objectives and accepts accountability for results
• Ability to work on flexible shift including overnight, weekends and holiday on rotation basis
• Consistently well-groomed