Executive Lounge Team Leader

Job Scope:

As an Executive Lounge Team Leader, you will be responsible for supervising the daily operations of the executive lounge within a hotel or hospitality establishment. Your role involves leading a team of lounge attendants, servers, and bartenders, ensuring seamless service delivery, maintaining a high level of guest satisfaction, and upholding service standards in the executive lounge.

Main Duties and Responsibilities:

• Team Supervision and Coordination:
• Lead and supervise the executive lounge team, including lounge attendants, servers, and bartenders, by providing guidance, support, and training to ensure a cohesive and efficient team operation.
• Coordinate team activities, delegate tasks, and monitor performance to uphold service standards, efficiency, and guest satisfaction in the executive lounge.
• Guest Interaction and Service Excellence:
• Interact with lounge guests, welcome VIPs, address guest inquiries, handle special requests, and resolve issues promptly to provide personalized and exceptional guest service in the executive lounge.
• Ensure that team members deliver attentive, courteous, and professional service to create a welcoming and luxurious environment for guests using the executive lounge facilities.
• Operational Support and Service Standards:
• Assist in the day-to-day operations of the executive lounge, including setup, service delivery, cleanliness, and maintenance, to maintain a high standard of quality and presentation in the lounge area.
• Monitor service protocols, guest interactions, and adherence to brand standards to ensure consistency, efficiency, and excellence in service delivery within the executive lounge.
• Training and Development:
• Conduct orientation sessions, on-the-job training, and skill development workshops for team members to enhance their product knowledge, service skills, and guest interaction abilities in the executive lounge.
• Provide feedback, coaching, and performance evaluations to support the professional growth and development of team members and foster a positive team culture in the executive lounge.
• Guest Feedback and Issue Resolution:
• Gather guest feedback, conduct service evaluations, and address guest concerns or complaints in a timely and effective manner to enhance guest satisfaction, service quality, and loyalty in the executive lounge.
• Implement service recovery procedures, follow-up on guest issues, and communicate guest feedback to management to improve service standards and operational performance in the executive lounge.
• Collaboration and Communication:
• Foster collaboration with F&B managers, front office staff, housekeeping teams, and other departments to ensure seamless operations, effective communication, and guest satisfaction across different hotel areas related to the executive lounge.
• Communicate operational updates, guest preferences, and service enhancements to team members, colleagues, and management to facilitate teamwork, service efficiency, and continuous improvement in the executive lounge.

Education:

• Diploma or degree in Hospitality Management, Hotel Administration, or related field; additional training in team leadership, customer service, or F&B management is advantageous.

Qualifications/Skills:

• Previous experience in hospitality services, guest relations, or team leadership roles within the luxury hospitality industry, preferably in executive lounge or F&B operations.
• Strong leadership qualities, team management skills, and the ability to motivate, coach, and develop team members to deliver outstanding service in an upscale lounge setting.
• Excellent communication skills, interpersonal abilities, and a customer-centric approach to interact effectively with guests, team members, and hotel management.
• Proficiency in F&B service operations, guest service standards, and operational procedures to ensure service quality, efficiency, and guest satisfaction in the executive lounge environment.