Duty Supervisor Golden Lounge Operations

Malaysia Airlines; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading airline company in Kuala Lumpur is seeking a Duty Supervisor for their Golden Lounge. The role involves leading daily operations, ensuring high standards of guest service, and handling vendor performance. Candidates should have a Diploma in Hospitality/F&B with relevant experience, or SPM/SPMV graduates with several years in hospitality. Strong communication skills and leadership qualities are crucial. This position promises a dynamic work environment focused on customer satisfaction.

Qualifications

• Diploma in Hospitality/F&B with 1 year of experience in hospitality or aviation industry.
• SPM/SPMV with 4 years of experience in hospitality or aviation industry.

Responsibilities

• Lead and coordinate operational standards and procedures for Golden Lounges.
• Monitor staff and vendor performance including grooming standards.
• Ensure pleasant and memorable experience for lounge guests.
• Handle daily operational issues and ensure lounge facilities are in compliance with safety requirements.
• Oversee food & beverage service areas and maintain replenishment.

Skills

Good disposition and communication skills

Ability to think quickly and logically

Broad knowledge in protocol and service

Analytical and action-oriented

Strong leadership quality

Education

Diploma in Hospitality/F&B or equivalent experience

SPM/SPMV with 4 years experience

Job description

Job Title

Duty Supervisor Golden Lounge

Reports To

Duty Manager Golden Lounge

Role Purpose

Responsible to lead and coordinate daily operational standards and procedures and manpower for all Golden Lounges services and meeting customer & management expectations.

Key Accountability

• To monitor staff and vendor performance including grooming standards communication and product knowledge guided by SLA
• To ensure pleasant, memorable and hassle free experience by providing warm and hospitable service to all lounge Guest in line with the service differentiation requirement in order to encourage passengers’ continued loyalty
• Handles lounge daily operational issues, feedback, surveys and manpower deployment to match operational requirement and to ensure all lounge facilities, products and services are in good working order and in compliance with safety and security requirements
• To monitor that all food & beverage service areas are regularly maintained and replenished and raise any issues on F&B and service
• To monitor data collection and consolidation in the system in order not limited to lounge access charges billing, passenger registration, profile update and customer feedback

Qualification & Experience

• Diploma in Hospitality/F&B with 1 year experience in hospitality industry or aviation industry or
• SPM/SPMV with 4 years experience in hospitality industry or aviation industry

Skills & Knowledge

• Good disposition and communication and interpersonal skills
• Ability to think quickly and logically to ensure smooth handling in operations
• Broad knowledge in protocol, service, products and procedures
• Analytical, action oriented, enthusiastic and strong leadership quality

Key Challenges

• Maintainng consistency in service delivery performance by the supplier/vendor that might impact the customer services
• Managing vendors with different level of competencies
• Implementation of new policies and procedures to tailor with new product and services