Lounge Operations Supervisor

3 weeks ago

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

Position Overview:

The primary responsibility of the Duty Manager is to effectively act as the Lounge Manager's deputy. This role focuses on strategically managing operational expenses while maintaining high service quality. The Duty Manager ensures the lounge operates seamlessly, with clear task assignments for the team, comprehensive training, and adherence to health and safety protocols. Engaging with guests and monitoring the lounge's overall condition is also a key aspect of this position.

Key Responsibilities:

  • Support the Lounge Manager by:
  • Participating in meetings with upper management as required, ensuring policies are established to manage food and beverage stock levels, enhance bar and reception sales, and consistently analyze market trends to deliver an exceptional customer experience.
  • Oversee the Reception, Front of House, Cleaning, Maintenance, and Goods Receiving teams to ensure efficient lounge operations.
  • Manage various payment processes, including credit cards and cash, ensuring compliance with established procedures.
  • Monitor lounge access and service queues, ensuring efficient guest flow.
  • Collaborate with the kitchen team to guarantee smooth food and beverage operations.
  • Ensure that food quality, guest services, hygiene, and cleanliness meet company standards, engaging with guests to enhance their experience.
  • Be proactive in addressing potential needs for guests requiring special assistance.
  • Maintain high standards of personal appearance and conduct in line with company grooming policies.
  • Assist the Lounge Manager in training new staff members on their roles and responsibilities.
  • Track and promote upselling initiatives, providing necessary training to team members.
  • Perform all duties associated with the Guest Services Officer role, including closing procedures.
  • Welcome, assist, and process payments from 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.
  • Perform routine checks on service areas, ensuring adequate quality and quantity of offerings in accordance with presentation guidelines.
  • Maintain equipment inventories and records, ensuring all areas of the lounge are regularly checked.
  • Ensure sufficient stock of lounge items and consumables.
  • Coordinate maintenance and repairs of equipment, as well as services such as waste removal.
  • Address and resolve guest issues or complaints professionally, responding to inquiries promptly.
  • Delegate tasks as necessary and follow up to ensure completion.
  • Possess comprehensive knowledge of airport facilities, flight schedules, and directions.
  • Handle administrative tasks, monitor attendance, and keep management informed of any issues.
  • Ensure compliance with health and safety regulations and training.
  • Keep track of lost and found items.
  • Maintain the First Aid Kit and incident logbook.
  • Assist in supervising the team and conducting regular briefings.
  • Set, monitor, and report on 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.
  • Proactively research new techniques and ideas to keep the lounge competitive.
  • Work on a rota basis over seven days.
  • Perform additional duties as assigned by management.
  • Conduct regular guest checks to ensure a pleasant experience.
  • Be adaptable to work in different terminals as required.

Qualifications / Essential Skills:

  • Prior supervisory experience in the hospitality sector.
  • A 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.
  • A desire for career advancement.
  • Ability to work collaboratively and motivate team members.
  • Strong command of English, both written and verbal.
  • Effective delegation and leadership skills.
  • A genuine passion for guest satisfaction.
  • Ability to inspire and motivate others.

AMRT1_UKCT

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