Executive Lounge Manager

2 months ago

Singapur, Singapore Accor Full time

Job Summary:

We are seeking a highly skilled and experienced Executive Lounge Manager to join our team at Accor. As a key member of our hotel operations team, you will be responsible for ensuring the highest level of service and satisfaction for our VIP guests.

Key Responsibilities:

  • Assign sufficient staffing to meet daily operational needs and ensure seamless guest experiences.
  • Plan and coordinate VIP arrivals and departures, ensuring operational efficiency and exceeding guest expectations.
  • Develop and maintain strong relationships with guests to drive loyalty and retention.
  • Handle guest issues and concerns in a professional and timely manner.
  • Meet, greet, and room VIP guests, providing exceptional service and ensuring their needs are met.
  • Plan and review staff rosters to ensure productivity goals are met and service standards are maintained.
  • Ensure that all staff members adhere to our hotel's service standards and quality assurance protocols.
  • Conduct regular audits to ensure compliance with hotel standards and identify areas for improvement.
  • Lead by example, demonstrating a Heartist approach to guest service and inspiring your team to do the same.
  • Responsible for all aspects of guest service and satisfaction in the Fairmont Gold Lounge.
  • Monitor and maintain the physical Fairmont Gold product, ensuring it meets our high standards.
  • Facilitate preventive maintenance programs with housekeeping and engineering teams.
  • Ensure daily compliance with hygiene and safety standards, accurately recording all checks and documentation.
  • Coordinate and lead internal hygiene audits with the Hygiene and Safety department.
  • Work closely with the Revenue Manager, Reservations Manager, Sales Manager, and Front Office Manager to maximize revenue opportunities.
  • Track and forecast daily, weekly, and monthly Fairmont Gold occupancy levels, planning accordingly.
  • Plan, review, train, monitor, evaluate, and counsel employees to ensure they meet our high standards.
  • Handle and investigate guest requests and complaints in a professional and timely manner.
  • Counsel and take disciplinary action when necessary to ensure compliance with procedures and behavior.
  • Attend department and operational meetings to stay informed and contribute to decision-making.
  • Ensure that all work areas are adequately stocked and inventory is properly recorded.
  • Ensure department compliance with safety and security procedures at all times.

Requirements:

  • Minimum 4 years of luxury hotel experience, preferably in Front Office.
  • Fluent English language skills, with the ability to read, write, and speak the language.
  • Excellent guest relations skills, with a confident and clear communication style.
  • Outstanding interpersonal and communication skills, with a friendly and engaging service attitude.
  • Good decision-making skills and knowledge of Opera system and other related sub-systems.
  • Proven ability to guide and coach team members, with a focus on customer service and detail-oriented training and development.
  • Responsive to continuous challenges and open to making changes to achieve targeted results.

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