Lounge Operations Supervisor

3 weeks ago

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

Position Overview:

The primary role of the Duty Manager is to effectively serve as the deputy to the Lounge Manager. This position focuses on strategically managing operational expenses while maintaining exceptional service quality. The Duty Manager is responsible for ensuring the lounge operates seamlessly, overseeing team responsibilities, providing necessary training, and adhering to health and safety protocols. Additionally, this role involves welcoming guests and monitoring the overall condition of the lounge.

Key Responsibilities:

  • Support the Lounge Manager by:
  • Participating in scheduled meetings with upper management to ensure effective policies are established for managing food and beverage stock levels, enhancing sales at the bar and reception, and consistently analyzing market trends to optimize guest experiences. Collaborate with fellow supervisors to create a comprehensive training manual for all lounge operations.
  • Oversee the Reception, Front of House, Cleaning, Maintenance, and Goods Receiving teams to ensure efficient lounge operations.
  • Manage various payment methods, including credit cards and cash, ensuring compliance with established procedures for financial transactions.
  • Supervise lounge access and service queues, ensuring a smooth experience for guests.
  • Coordinate with the kitchen team to guarantee seamless food and beverage operations.
  • Maintain high standards of food quality, guest services, hygiene, and cleanliness across all service areas to achieve total customer satisfaction.
  • Proactively address potential challenges for guests requiring special assistance.
  • Uphold the highest standards of personal appearance and conduct in accordance with company grooming policies.
  • Assist the Lounge Manager in training new staff members and clarifying operational standards.
  • Monitor and encourage upselling initiatives, providing necessary training to Guest Services Officers.
  • Perform all duties associated with the Guest Services Officer role, including closing procedures.
  • Greet and assist guests at the reception and bar, ensuring a friendly and welcoming atmosphere.
  • Conduct regular inspections of lounge facilities, including shower rooms and restrooms, to ensure cleanliness and availability of services.
  • Regularly check service areas, including buffets and beverage stations, to ensure quality and compliance with presentation guidelines.
  • Maintain accurate inventories and records of lounge equipment.
  • Ensure adequate stock levels of lounge supplies and consumables.
  • Coordinate maintenance and repairs of equipment, and manage services such as waste removal and pest control.
  • Address and resolve guest complaints professionally, responding to inquiries in a timely manner.
  • Delegate tasks as necessary, ensuring prompt follow-up.
  • 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 regulations and training requirements.
  • Track lost and found items effectively.
  • Maintain the First Aid Kit and incident logbook.
  • Assist in supervising the team and conducting regular briefings and debriefings.
  • Establish, monitor, and report on measurable performance indicators for team members.
  • Conduct regular appraisals for both new hires and existing staff.
  • Ensure that standard operating procedures are current and adhered to.
  • Manage employee relations issues and assist in recruitment processes.
  • Adopt a proactive approach by researching innovative techniques and ideas to keep the lounge at the forefront of the industry.
  • Work on a rotating schedule across seven days.
  • Perform additional duties as assigned by the Lounge Manager or Operations Manager.
  • Conduct regular guest checks to ensure a pleasant experience.
  • Be adaptable to work in various terminals as required.

Qualifications / Essential Skills:

  • Previous supervisory experience in the hospitality sector.
  • Strong commitment to delivering exceptional service and a willingness to learn.
  • Solid understanding of culinary and food & beverage operations.
  • Experience in managing opening and closing shifts.
  • Ambition to advance within the hospitality industry.
  • Ability to work collaboratively within a team and inspire staff.
  • Proficient in English, both written and verbal.
  • Effective delegation and strong leadership capabilities.
  • Passionate about guest satisfaction.
  • Able to motivate and influence others positively.

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