Guest Service Officer, Plaza Premium Group

Full-time Part-time Grapevine, TX

Not available

This job is not available anymore.


Provide general support to Allways Meet & Greet service team on a range of daily operational tasks, including but not limited to Meet & Greet, Porterage, Cash Handling, Buggy Handling and Resting Area. Promote a guest-friendly, efficient and approachable environment to accommodate guests’ requests.

Key Responsibilities

Meet & Greet

  • Provide daily Meet & Greet service according to the Standard Operating Procedures
  • Greet, receive and bid farewell guests in a professional manner
  • Escort guests from curbside to departure gate; arrival gate to curbside or arrival gate to departure gate.
  • Assist to arrange wheelchair service in advance for guests in need
  • Escort and assist guest using wheelchair, if required
  • Assist guest with check-in at airline check-in counters
  • Assist guest to pass through Immigration and Security Check wherever applicable
  • Provide information on airport facilities; schedule of flight departures and arrivals and direction of gates to guest
  • Assist guest with any potential flight delay and cancellation


  • Determine the number of carts needed to carry baggage for the guest and charge the guest for additional items accordingly
  • Arrange sufficient number of porters to assist with porterage
  • Extend assistance to Porter when providing Porterage service, whenever necessary
  • Assist guest with baggage, whenever and wherever necessary, including but not limited to loading and unloading baggage; transporting; placing baggage on airline check-in Baggage Belt; X-ray machine; identifying and collecting baggage from Baggage Reclaim Area

Reception Stand / Kiosk and Transaction Handling

  • Promote Allways services to guests
  • Answer queries from guests who approach Allways reception stand / kiosk
  • Handle walk-in transactions in cash, credit card and other forms of payment methods acceptable by HQ Finance
  • Arrange porter to assist with walk-in Porterage requests
  • Responsible for staff assignment to handle walk-in service requests
  • Ensure and maintain the cleanliness and tidiness of the Reception counter / kiosk

Resting Area

  • Handle daily operation of Resting Area
  • Welcome, accommodate and register guests visiting the Resting Area
  • Re-fill light snacks and beverages in the area
  • Ensure and maintain the cleanliness and tidiness of the Resting Area
  • Provide administrative and clerical support including service arrangement, data processing, filing, etc

Buggy Handling

  • Arrange buggy for guests who require buggy service
  • Escort and guide guest onto the buggy and ensure the guest is seated safely and ready for the journey prior to movement
  • Assist to load guest’s baggage to the buggy
  • Drive buggy from designated pick-up point to designated drop-off point, in lieu of Buggy Meet & Greet

Guest Experience

  • Proactively seek guest feedback during the service
  • Handle guest feedback and complaints in a professional and acceptable manner outlined in Standard Operating Procedures and in line with company’s guidelines and Business Code of Conduct
  • Handle enquiries and assist guests to make reservations via phone calls, email and walk-in enquiries


  • Report to senior staff in a professional manner
  • Adhere to company guidelines, policies, Standard Operating Procedures and Airport Authority’s regulations
  • Perform duties on-time
  • Attend scheduled trainings as assigned
  • Take initiative to identify areas for improvement and participate in continual improvement activities
  • Take ad-hoc lawful assignments according to instructions


  • Able to be on your feet and walk for long periods of time.
  • Able to work flexibly according to assigned shift hours; different times of the day, including over-night shift, according operational needs
  • Possess a valid US Driving Licence issued by the US government with no prior conviction to vehicle-related offences
  • Able to deliver excellent guest service and ensure standards of service are consistently executed at all times
  • Able to work independently and harmoniously in a team environment
  • Able to work under pressure
  • Possess a strong sense of responsibility
  • Be proactive, enthusiastic and maintain a positive attitude at all times


2610 North International Parkway
Grapevine, TX 75261

Company Information

The Group currently employs over 5,000 staff and serves more than 14 million travelers around the world annually. We are dedicated to providing quality services and possess proprietary knowledge in the airport hospitality industry. As a fast growing company and caring, people-oriented employer, we offer a comprehensive range of golden career opportunities and nurture staff by identifying and promoting those with genuine enthusiasm and talent. A career with Plaza Premium Group opens up a world of exciting opportunities for you to challenge yourself to excel. Our vision to be the household name and world class quality service provider wouldn’t be achievable without our people, the Group’s most prized asset.