Duty Manager

2 weeks ago

Singapore AAPC SERVICES PTE. LTD. Full time

**Overview of Duties**
- The Duty Manager acts as the Lounge representative in the absence of the Lounge Manager.
- Responsible for the day to day operations of the lounge across all Accor managed departments.
- The position will liaise closely with other department heads in the lounges.
- The role is primarily responsible for ensuring a high level of customer service at all times.

**Main Responsibilities**
- Supervision and support of all lounge areas as required.
- Ensure that suitable staff levels are maintained in all areas of the lounge at all times.
- Provide efficient, friendly and professional service to all guests.
- Ensure effective communication of Lounge policy changes and general information.
- Implement training programs for all employees, conduct induction and skills training.
- Carry out food & beverage, hosting and concierge duties as required.
- Carry out food & beverage, stock and amenity order as required.
- Liaise with the kitchen staff in relation to products for the Lounge, ensuring that the quality and quantities are maintained.
- Maintain standards of hygiene for food handling and presentation as prescribed by council / legislative regulations, in accordance with the Lounges and Qantas Food Safety Plan.
- Ensure efficient, friendly and professional food and beverage service is provided to all guests.
- Provide for guests and patrons an experience and environment they feel meets and exceeds their expectations.
- Familiarise yourself with VIP and regular guests to ensure their requests and needs are met.
- Set up systems to protect and maintain control of Lounge service equipment, correctly recording breakages and carry our regular stock takes.
- Set up and maintain a weekly cleaning schedule for the Lounge to achieve the highest possible hygiene and cleaning standards.
- Ensure all mise-en-place is completed prior to guests arriving and maintained throughout the day.
- Ensure staff are competent in menus and beverage list knowledge.
- Lead by example when attending to guest requests.
- Show efficiency in constantly striving to provide total customer satisfaction.
- Work together with trust so that colleagues and management meet the goals of the departments.
- Active selling of special promotions and facilities available within the Lounge.
- Have the necessary skills and training to actively resolve complaints and challenges presented by customers.
- Display host/hostess type qualities when taking ownership of the Lounge.
- Entertain guests providing positive interaction should the occasion arise.

**Experience & Skills**
- Possess Degree in Tourism/Hospitality or equivalent.
- Minimum 3 years of related experience preferably in Hospitality/Hotel/Lounge/F&B operations.
- Applicants must possess a valid WSQ Food Hygiene certificate.

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