En Route Lounge Coordinator

**Position**:En Route Lounge Coordinator**

**Department**:Commercial**, En Route

**Effective : February 2024**

**Location**: DiamondAir International - WBC3, Newall Road, London Heathrow Airport, TW6 2TA

**Working hours**: 40 Hours

Salary **:£ 30,000 - 32,000**

**Reporting to**:Manager, En Route**
- ___________________________________
- The En Route Lounge Coordinator role is a paramount and central position within DiamondAir International. Key to success in the role is a focus on customer service and high touch hospitality orientation. The role calls for a proactive and driven individual, with the expectation to provide expert travel and concierge services to premium clients. _
- The role is pivotable in the growth and development of the En Route service from DiamondAir being launched in 2024_
- As a global operation you will be expected to work in a high pressured and dynamic travel environment. In a growing and vibrant company, there is much opportunity for career growth and development._

**Main Responsibilities**:

- Be the primary contact point for customers and suppliers using or booking En Route as part of their travel itinerary.
- Manage En Route lounge front of house/reception, be the co-ordination point for all visitors, suppliers and contacts
- Manage the end-to-end process of the booking including set-up, processing, and service coordination.

and customer services for clients pre and post booking.
- Lead and coordinate all operational planning for each booking including Support clients in the enquiries and reservations of all En Route services including membership, working space, spa and clinic facilities.
- Work and Support the DiamondAir commercia team with En Route enquiries and key account/customer support
- Be a key ambassador of the En Route Service, expert knowledge of the business processes and associated products which EnRoute by DiamondAir sells to help clients make informed choices.
- Ensure all client requests and enquiries are managed accurately and proactively work to resolve any issues or complaints with the appropriate time frames.
- Manage New membership subscriptions-end-to-end membership management including set-up, processing, and service coordination.
- Liaise and collaborate with all 3rd party suppliers and vendors associated with the lounge and service delivery aspects of the lounge including the food & beverage, relaxation pods, meeting rooms, wellness etc to provide a holistic wellness travel experience to clients.
- Support commercial team in the marketing and promotion of En Route services to new and existing clients and partners
- Exhibit a high degree or professionalism and provide effective first-class customer service experience to all prospective and existing clients and stakeholders (suppliers, sales, customer services, finance).
- The ability to work on one’s own initiative as well as part of a larger team.
- A keypart of your responsibilities will be to process and protect the companies’ data in accordance with data protection laws and policies.

**Skills**
- **Reliability and trustworthiness -** Self-starter, self-motivated, able to work on their own with mínimal supervision and guidance, be punctual and a trusted member of the team.
- **Excellent written and verbal communication skills** - Ability to communicate with people at all levels in verbal and written form. Ability to compose written correspondence with clients, and providers in a professional manner, representing the DiamondAir culture and brand accurately, clearly and in concise and friendly manner. Ability to hold verbal conversations with clients or providers when required.
- **Issue management **- Ability to be tactful and diplomatic but assertive when dealing with difficult clients.
- **Organisation and Time Management skills** - Ability to manage multiple tasks and priorities where required.
- **Problem solving** - Ability to trouble shoot client issues and use a combination of process and common sense to ensure that the issues are resolved satisfactorily for the client. Ensure issues are escalated where relevant without creating delay in meeting client SLA’s.
- **Creative Thinking **- ability to think creatively to ensure that we always try to deliver to the client whilst working with DiamondAir International’s best practice guidelines.
- **Accuracy and Attention to detail**:

- Ability to achieve thoroughness and accuracy when accomplishing all tasks
- **Teamwork **- Ability to work and effectively collaborate with any of Diamond Air Team members as required. Contribute to the improvement and objectives of the team.
- **Computer skills **- Proficient in using Office 365 Applications (e.g., Teams, Outlook, Excel, Word) CRM system experience desirable. Computer literacy level allowing for prompt learning new skills and systems.

**Qualification & Experience**:
**Required**:

- Minimum A-Level qualifications or equivalent.
- 5 years of customer service and/or service purchasing