Lounge Manager ( Domestic & International Airport )

Role holder responsible to Contribute to guest satisfaction standards by ensuring that Front Office / Lounge Services are quickly addressed, and where possible, anticipate individual needs. Ensure the safety and comfort of guests and that any requests for service are handled in a courteous and efficient manner.

• Responsible to provide supervision, direction and leadership focusing on Front Office / Lounge Operations, Guest Services and Hotel / Lounge Safety and Security.
• Manages the staff of the Front Office / Lounge Operation department in absence of the Front Office / Lounge Person In Charge.
• Handles complaint, settling disputes and resolving grievances and conflicts or otherwise negotiating with others promptly.
• Handles all VIP guests in coordination with other sub-departments such as Meet & Greet Team.
• Full understanding of the Crisis Management Manual and Business Continuity Plan. Ability to train colleagues on these policies apart from conducting drills.
• Responds swiftly and effectively in any Hotel / Lounge Emergency or Safety situations.
• Ensures prompt communications and follow up on any problems, guest requests or special requirements.
• Familiar with company loyalty programs and any other programs being implemented time to time.
• Stays visible and interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Maintain highest standards of Quality Assurance and Guest Satisfaction in accordance with set KPIs.
• Proactive and quick to assess area which needs attention and decisive action.
• Be an active liaison between management and guest.
• Maintains a strong working relationship with all departments to support Hotel / Lounge operations and goals and to expedite the resolution of any problems that may arise.
• Ensures that regular on-going communication is happening with colleagues to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
• Adheres to Hotel / Lounge Service Quality Standards.
• Take initiative to identify areas for improvement and participate in continual improvement activities in service quality.
• Champions upselling strategies and initiatives including training needs.
• Sets a positive example for Guest Relations.
• Maintains high visibility in public areas during peak times.
• Performs Front Desk / Lounge duties in high demand times
• Previous experience with Front Office / Lounge operations in a management role for 2 year from an international chain Hotel / F&B Department.
• Positive attitude.
• Strong interpersonal skills in communicating with people from different backgrounds and cultures, both internally and externally.
• Strong leadership skills and previous experience managing a team.
• Ability to work under pressure.
• Excellent grooming standards.
• Proficiency in Microsoft Office and Property Management System.

Proficient in English and local language both in written and spoken.