Job Summary
As the first point of contact for clients from around the world, you will be responsible for presenting a warm, cheerful and professional persona at all times. You will manage enquiries and reservations for our global airport concierge and Meet & Assist services, providing an exceptional level of customer service throughout the booking process. The role involves responding to enquiries, accurately pricing and securing bookings, identifying suitable service solutions, liaising with airport teams and service partners, and ensuring all reservations are accurately managed through to operational delivery. The successful candidate will play an important role in creating a positive and memorable experience for our clients from their first interaction with Fastrack VIP, while supporting the wider operational and commercial objectives of the Company.
The role is responsible for the efficient and professional management of airport concierge and Meet & Assist service enquiries and bookings, providing a high standard of customer service to corporate clients, individual travellers and business partners. The post holder will coordinate the full booking process from initial enquiry and quotation through to confirmation and operational delivery, working closely with airport teams, service partners and internal departments to ensure seamless service delivery. The role also involves monitoring live bookings, responding to operational changes and disruptions, identifying opportunities to upsell services and supporting the wider operational and commercial objectives of the Company.
Duties & Responsibilities
- Receive service enquiries and requests from corporate clients, individual customers and the public.
- Ensure all enquiries, whether received by email, telephone or via a third party, are responded to promptly, professionally and politely, taking all necessary steps to convert enquiries into confirmed bookings.
- Accurately price and quote all enquiries in accordance with Company pricing and procedures.
- Research and identify suitable solutions and service options to meet customer requirements, using a range of online resources and liaising with airport service partners where necessary.
- Finalise customer requests and complete service bookings accurately and within the required timescales.
- Assist clients and travellers with any service-related enquiries and provide appropriate support throughout the booking process.
- Oversee the daily operation, ensuring compliance with all Company Standard Operating Procedures and applicable regulatory and operational requirements.
- Enter and monitor all reservations within the in-house reservations system, ensuring information is accurate, complete and kept fully up to date.
- Monitor confirmed bookings and ensure all flight, greeter, passenger and transport information remains accurate and current.
- React to and manage operational changes, delays and disruption in a calm, professional and systematic manner.
- Identify appropriate opportunities to upsell additional products and services where applicable.
- Liaise with all relevant departments and work closely with airport teams, suppliers and service partners to ensure effective service delivery.
- Identify and pass all new business enquiries and sales leads to the Managing Director promptly.
- Undertake specific tasks and projects as and when required by the Management Team.
- Support the Company in maintaining high standards of customer service, operational efficiency and professional conduct at all times.
Skills & Experience
- Strong knowledge and experience of the airport environment and associated service standards.
- A genuine desire to provide consistently high standards of customer service.
- Excellent organisational skills, with the ability to prioritise workloads and work effectively under pressure in a fast-paced and constantly changing environment.
- Ability to work effectively as part of a team while also demonstrating initiative and the ability to work independently.
- Flexible, self-motivated and proactive approach, with strong problem-solving skills and the confidence to use sound judgement when required.
- Excellent communication and interpersonal skills, with a natural ability to build rapport with customers, colleagues, suppliers and business partners.
- Strong attention to detail and accurate data-entry skills.
- Good computer literacy, including practical experience of Microsoft Outlook, Word and Excel.
- Professional appearance and presentation.
- Fluent spoken and written English.
- Legally entitled to work in the UK.
- Ability and willingness to work shifts as required by the business.
Note
This job description is intended to provide the post holder with an appreciation of the role envisaged for this position and the range of duties and responsibilities that may be undertaken. It is not intended to be exhaustive. Specific tasks, responsibilities and objectives will be agreed with the post holder throughout the period of employment.
This job description does not form part of the post holder’s terms and conditions of employment and may be varied from time to time by the Company to reflect changes in the post holder’s role and/or the needs of the business.
Pay: £13.50 per hour
Benefits:
- Casual dress
- Company pension
- Free parking
- On-site parking
- Sick pay
Work Location: In person
