Job Scope The Guest Service Officer is responsible for delivering a warm, professional and seamless experience to all lounge guests from arrival through to departure. The role manages front-of-house reception duties, verifies lounge access, processes payments, responds to guest enquiries and supports the overall operation of the lounge while consistently maintaining Plaza Premium Group service and brand standards.

Key Responsibilities

- Warmly greet, welcome and farewell guests at the lounge reception.
- Verify guest lounge access eligibility by accurately interpreting admission requirements, memberships, airline entitlements and other access instructions.
- Process guest check-ins accurately and efficiently while ensuring a smooth arrival experience.
- Collect and process payments for lounge access and applicable services prior to guest entry.
- Provide clear information regarding lounge facilities, services and amenities and confidently promote or upsell services where appropriate.
- Assist guests with luggage upon entry to and departure from the lounge when required.
- Assist guests with Wi-Fi and internet access requirements.
- Coordinate and arrange shower facilities for guests.
- Respond professionally to guest enquiries, requests, concerns and feedback, escalating issues where necessary.
- Maintain guest satisfaction in line with company targets and actively contribute to continuous service improvement.
- Ensure the reception area is clean, organised, presentable and monitored at all times.
- Maintain Plaza Premium Group brand and service standards throughout the guest arrival and departure process.




- Respond to telephone and email enquiries professionally and liaise with airlines and relevant airport stakeholders as required.
- Make boarding announcements and assist guests with information regarding boarding screens, departure gates, directions and walking distances.
- Communicate VIP arrivals and special guest requirements to designated team members.
- Distribute and collect guest feedback forms when required.
- Register and sign in contractors and authorised visitors in accordance with lounge procedures.
- Assist the kitchen or operational team with administrative tasks such as preparing food labels when required.
- Prepare accurate End-of-Day (EOD), End-of-Month (EOM) and other operational reports as required.
- Maintain confidentiality of company, guest and operational information and protect company assets.
- Follow all company policies, procedures and standards outlined in the Employee Handbook.
- Perform other reasonable duties as required to support the smooth operation of the lounge.

Job Requirements

- Previous experience in hospitality, customer service, aviation, hotels, lounges or a similar guest-facing workplace is advantageous.
- Strong customer service skills with a professional,



friendly and guest-focused approach.
- Excellent verbal and written communication skills.
- Confident handling guest enquiries, concerns and service-related situations professionally.
- Ability to work independently as well as collaboratively within a team.
- Strong attention to detail with the ability to process guest information and access requirements accurately.
- Reliable, accountable, proactive and positive in approach.
- Comfortable working in a fast-paced airport hospitality environment.
- Ability to confidently explain lounge services and promote additional products or facilities where appropriate.
- Basic computer literacy and confidence using email, reporting systems and operational software.
- Commitment to maintaining confidentiality and professional conduct.
- Willingness to attend required training sessions, briefings and meetings.
- Understanding of and commitment to workplace health and safety practices, including hazard identification and risk management.
- Ability to report for duty punctually and maintain the required professional presentation and grooming standards.
- Commitment to providing courteous and professional service at all times.
- Flexibility to work across a rotating roster, including early mornings, evenings, weekends and public holidays, in line with airport lounge operating requirements.

Full time and Part-Time opportunities are available, with an anticipated commencement in mid-October 2026.

Pay: $27.97 per hour

Work Location: In person

📌 Guest Service Officer- New Lounge Opening I Sydney Domestic Airport
🏢 Plaza Premium Lounge
📍 Sydney