Under the general guidance of the SOP / DO the Passenger Service Coordinator is responsible for participating in all activities of the Lounge to ensure that all guests are met and welcomed and admitted as per eligibility and served accordingly.

Objectives:

 To support passengers/ customers in the accessing the Business Lounge.

 To provide the customers of the lounge a smooth, hospitable experience. 

 To support any queries related to the Lounge.

 To support the team at the Lounge to enable smooth operations.

Skills

Based on the objectives and responsibilities you provided, here are the Desired Skills for a Passenger Service Coordinator in a Business Lounge setting.

I have categorized them to help you better understand the specific areas of expertise required for this role:

Core Hospitality & Interpersonal Skills

• Exceptional Customer Service: A natural ability to be warm, welcoming, and professional, ensuring every guest feels valued upon entry.
• Cultural Sensitivity: Ability to interact effectively with a diverse range of international passengers from various backgrounds and cultures.
• Active Listening: Tuning into guest needs and queries to provide accurate and helpful information the first time.
• Professional Grooming: Maintaining a high standard of personal presentation that aligns with a luxury or business-class environment.

Operational & Technical Proficiency

• Policy Enforcement: Ability to strictly follow Standard Operating Procedures (SOPs) regarding lounge eligibility and entry requirements.
• Attention to Detail: Meticulousness in verifying boarding passes, membership levels, and vouchers to ensure only eligible guests are admitted.
• Conflict Resolution: Skill in de-escalating tense situations, especially when denying entry to ineligible guests or handling flight delays.
• Multitasking: Managing guest check-ins while simultaneously answering phone queries and supporting floor staff.

Communication & Teamwork

• Verbal Fluency: Strong command of English (and preferably additional languages) to explain lounge amenities and flight information clearly.
• Collaborative Mindset: A proactive approach to supporting colleagues to ensure the lounge remains clean, stocked, and efficient.
• Problem-Solving: Quick thinking to address guest complaints or operational bottlenecks without disrupting the lounge atmosphere.