On Behalf of our VIP client expanding in the UK we are looking for a
Lounge Executive (Russian Speaker)
As a Lounge Executive you will be joining the startup of a new VIP lounge for a prestige luxury company based in heart of London. The holder of the position is responsible for welcoming and engaging travellers, reaching exceptional standards of customer care. The Lounge Executive will provide consistent standards of customer service in line with Global excellence. The position reports to the Senior Lounge Executive.
Engage with customers to develop long-term relationships, as well as providing an outstanding service with all customer interactions during the issuing of the refund and post-refund.
Handle customer queries and complaints in a professional manner and ensure that all the details are communicated to the Lounge Manager
Ensure that refreshments are offered to the customer and replenished to the required standards
Deliver quality and consistent service by identifying customers’ needs and working on client relationships and promotional services;
Approach globe shoppers to understand their potential interests and needs, retain customer loyalty by giving appropriate and personalised advice on merchant’s products;
Show levels of creativity, which involves proposing visits to the merchants stores
Contribute to the development of our business by finding opportunities for upsell and promote our merchants products
Achieve Business Project goals while raising GB awareness;
Refunding Tax Free cheques in compliance with country rules and guidelines;
Perform the refund in the most correct and satisfactory way
Cash handling and responsibility;
In the absence of the Lounge Manager, the following is expected:
Plan and deliver business rotas/daily planners to ensure the business is covered on key trading hours
Track Absence and lateness for the team
Deal with escalated queries both from merchants and travels. Also, on behalf of the rest of the team. Escalate issues to Head office if unable to deal with.
Maintain the client dashboard
Support the Line Manager on compiling data/reports
Deal with level 2 escalations and answer questions from the team In conjunction with the Line Manager liaise with the central operations team, Vienna/Bratislava/Marketing/
Manage external providers in conjunction with the Line Manager
Depending on the shift if opening or closing the lounge be responsible for cash handling
Lead by example and maintain the highest level of integrity at all times
In partnership with the Lounge Manager, participate in setting the tone for store culture and environment, to ensure success in all aspects of customer service
Ad hoc duties
Set up and prepare the Executive Lounge area as required by the Executive Lounge Manager
Perform as a team-player, and partake in all activities contributing to the overall objective of the lounge
Demonstrate a thorough understanding of our business and services provided
Fluent in Russian and English.
Experience in cash handling.
Ability to work with a diverse client base.
Experience in direct customer contacts.
Excellent interpersonal and communication skills, service orientation.
Great customer service skills, problem solving and business sense.
An experienced customer focused role in a premium or luxury brand environment or retail.
A minimum of A levels or equivalent is required.
Willingness and Flexibility to be able to work shift patterns to mirror the Lounge opening hours when needed.
Good organizational skills and independent working after given guidelines.
Good knowledge of MS Office products.
Dynamic, creative and keen to participate and enjoy team work.
25K basic salary
In Job UK & Ireland is an equal opportunity employer