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Lounge Operations Supervisor

2 months ago

Hounslow, United Kingdom Plaza Premium Lounge (UK) Limited Full time

Position Overview:

The primary role is to effectively act as the Lounge Manager's deputy, focusing on optimizing operational expenditures while maintaining exceptional service quality. The aim is to ensure seamless lounge operations, with responsibilities delegated to the team, training provided, and adherence to health and safety protocols. Engaging with guests and monitoring the lounge environment is essential, alongside supporting the team in promoting lounge amenities such as nap rooms, showers, and premium beverage options.

Key Responsibilities:

  • Assist the Lounge Manager with various tasks, including:
  • Participating in meetings with upper management to ensure policies are established for managing food and beverage stock levels, enhancing sales at the bar and reception, and continuously analyzing market trends to enhance customer satisfaction.
  • Supervise the Reception, Front of House, Cleaning, Maintenance, and Goods Receiving teams to ensure efficient lounge operations.
  • Manage payment processes, including credit cards, loyalty cards, and cash, ensuring compliance with operational procedures.
  • Oversee lounge access and service queues, ensuring a smooth guest experience.
  • Collaborate with the kitchen team to guarantee efficient food and beverage service.
  • Ensure that food quality, guest services, hygiene, and cleanliness meet company standards, interacting with guests to ensure satisfaction.
  • Be proactive in identifying and addressing potential issues for guests requiring special assistance.
  • Maintain high standards of personal appearance and conduct in accordance with company grooming policies.
  • Support the Lounge Manager in training new staff and explaining operational standards.
  • Monitor upselling initiatives, providing necessary training to team members.
  • Perform all functions of the Guest Services Officer role, including closing procedures.
  • Greet and assist guests at the reception and bar in a courteous manner.
  • Conduct regular inspections of lounge areas, including shower facilities and restrooms, to ensure cleanliness and availability of services.
  • Check service areas, ensuring adequate quality and quantity of offerings, adhering to food safety management standards.
  • Maintain equipment inventories and records, ensuring all lounge items and consumables are adequately stocked.
  • Coordinate maintenance and repairs, manage waste removal, and oversee pest control services.
  • Address and resolve guest issues or complaints professionally, responding to inquiries in a timely manner.
  • Delegate tasks effectively and follow up as necessary.
  • Possess comprehensive knowledge of airport facilities, flight schedules, and airline information.
  • Handle administrative tasks, monitor attendance, and keep management informed of any arising issues.
  • Ensure compliance with health and safety training requirements.
  • Track lost and found items and maintain the First Aid Kit and incident logbook.
  • Assist in supervising the team and conducting regular briefings.
  • Set and monitor measurable KPIs for team members.
  • Conduct performance appraisals for new hires and existing staff regularly.
  • Ensure that standard operating procedures are current and followed.
  • Manage employee relations issues and assist with recruitment and selection processes.
  • Adopt a proactive approach by researching innovative techniques to keep the lounge competitive.
  • Work on a rotating schedule across seven days.
  • Perform other duties as assigned by management.
  • Conduct regular guest satisfaction checks throughout the lounge.
  • Be adaptable to work in various terminals as required.

Qualifications / Essential Skills:

  • Prior supervisory experience in the hospitality sector.
  • Commitment to delivering high-quality service and a strong work ethic.
  • Solid understanding of culinary and food & beverage operations.
  • Experience in managing opening and closing shifts.
  • Ambition to advance in their career.
  • Ability to work collaboratively and motivate team members.
  • Strong command of English, both written and verbal.
  • Effective delegation and leadership skills.
  • Passion for guest satisfaction.
  • Ability to inspire and influence others.

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