Agent – Lounge Customer Service

Company: Oman Air
Location: Salalah, Dhofar Governorate, Oman
Seniority Level: Entry Level
Employment Type: Full-Time
Job Functions: Customer Service, Quality Assurance, Lounge Operations
Industries: Airlines & Aviation, Food & Beverage Services, Hospitality, Healthcare

Company Overview

Oman Air has established itself as a strong and competitive leader in the global aviation industry. With a commitment to excellence, innovation, and premium customer experience, the airline continuously invests in recruiting talented and dynamic individuals who contribute to maintaining its reputation for operational excellence and superior hospitality standards.

As a national carrier, Oman Air focuses on delivering a world-class travel experience while nurturing employee growth through structured training programs and career development initiatives. Employees are given the opportunity to work in a professional, team-oriented, and customer-focused environment where service excellence is the core value. The organization believes that its people are the driving force behind its success and therefore emphasizes continuous learning, performance improvement, and leadership development.

This role offers a unique opportunity to work within a premium airport lounge environment, delivering personalized services to high-value customers while representing the airline brand with professionalism and pride.

Role Objective

The Agent – Lounge Customer Service SLL acts as a brand ambassador for Oman Air by delivering exceptional, personalized, and genuine hospitality services to premium passengers within the airport lounge. The primary objective is to proactively welcome, assist, and guide passengers, ensuring their needs and expectations are met with efficiency and warmth.

The role also involves maintaining lounge standards, ensuring smooth daily operations, and upholding company policies, safety procedures, and service excellence benchmarks at all times.

Key Responsibilities

Customer Service Excellence

• Warmly greet, receive, and bid farewell to passengers in a friendly and courteous manner, preferably addressing guests by name whenever possible.
• Provide highly personalized service to ensure premium passengers feel valued and recognized.
• Maintain awareness of all VIP, PRM (Passengers with Reduced Mobility), and UM (Unaccompanied Minor) guests expected or currently present in the lounge.
• Assist passengers with inquiries regarding flights, boarding times, and lounge facilities.
• Make timely and clear announcements to inform passengers of boarding times and other important flight updates.
• Handle passenger complaints professionally, record them accurately, and escalate to immediate supervisors when necessary for resolution.

Lounge Operations & Compliance

• Ensure all assigned duties are executed in accordance with Oman Air regulations and operational standards.
• Comply with the laws, regulations, and procedures of the State of Oman and the assigned workplace.
• Maintain familiarity with aviation, hospitality, and safety procedures relevant to lounge operations.
• Conduct regular inspection rounds within the lounge to ensure cleanliness, comfort, and proper maintenance of facilities.
• Ensure that company health, safety, and hygiene policies are strictly followed at all times.
• Identify operational improvement areas and actively participate in continuous improvement initiatives.

Administrative & Technical Responsibilities

• Read and update the communication logbook to stay informed of daily operational updates.
• Answer telephone inquiries promptly and courteously.
• Verify lounge access eligibility by collecting and checking invitation cards and boarding passes.
• Maintain awareness of Sindbad Frequent Flyer Program (FFP) members and their entitled benefits.
• Register customer records accurately in relevant system software.
• Perform basic computer functions including Microsoft Word, Excel, and Outlook for report preparation and communication.
• Operate communication tools such as telephones, card readers, and computer systems, ensuring all equipment remains serviceable.
• Provide assistance to passengers using business center facilities, including internet and computer services.

Shift & Team Responsibilities

• When assigned as shift in-charge, ensure strict adherence to company policies and procedures.
• Attend duties according to approved rosters and participate in daily briefings and scheduled meetings.
• Maintain professional grooming standards and wear a clean, presentable uniform at all times.
• Perform additional tasks assigned by management as part of operational requirements.

Minimum Education & Qualifications

Candidates must meet one of the following criteria:

• Two-year College Diploma in any discipline
• Secondary School Certificate with proven customer service experience

Preferred qualifications include:

• IATA Certificate or equivalent training in catering operations, food and beverage services, or related administrative fields
• Experience in a five-star hotel, premium restaurant, airline lounge, or similar hospitality environment

Candidates with experience in luxury hospitality or airline customer service roles will have a competitive advantage.

Required Skills & Competencies

Language Skills

• Proficiency in English (spoken and written) is mandatory
• Knowledge of Arabic or any additional international language is advantageous but not essential

Technical Skills

• Proficiency in Microsoft Office applications (Word, Excel, Outlook)
• Familiarity with SABRE system programs
• Knowledge of HACCP food safety standards (training will be provided if necessary)

Core Competencies

• Strong customer service orientation
• Excellent interpersonal and communication skills
• Ability to work in a fast-paced airport environment
• Professional appearance and grooming standards
• Problem-solving and conflict resolution abilities
• Attention to detail and operational awareness
• Teamwork and collaboration skills
• Adaptability and willingness to work flexible shifts

Business Understanding

The ideal candidate should demonstrate a clear understanding of airline lounge operations, premium passenger expectations, and the importance of delivering seamless hospitality services aligned with aviation industry standards. Awareness of frequent flyer programs, international travel protocols, and service excellence benchmarks is essential.

Work Environment

This role is based at Salalah Airport in the Dhofar region of Oman. The position requires working in rotational shifts, including weekends and public holidays, in line with airline operational requirements. The environment is customer-focused, fast-paced, and service-driven, requiring high levels of professionalism and situational awareness.

Career Growth & Development

Oman Air places strong emphasis on staff development and training. Employees in this role will receive structured onboarding, safety training, and customer service enhancement programs. High-performing individuals may have opportunities for progression into supervisory or managerial positions within lounge operations, airport services, or broader airline functions.

Why Join Oman Air

• Opportunity to represent a prestigious national airline brand
• Exposure to international aviation and premium hospitality standards
• Structured training and professional development
• Team-based, multicultural work environment
• Career advancement opportunities within the aviation sector

Application Process

Interested candidates who meet the eligibility criteria are encouraged to apply through the official recruitment platform. Ensure that your CV highlights relevant customer service experience, hospitality background, language proficiency, and technical skills aligned with the job requirements.

Shortlisted candidates may be contacted for interviews and assessments based on role suitability and organizational needs.

This position is ideal for individuals passionate about hospitality, aviation, and premium customer service who are eager to build a rewarding career in the airline industry.