Lounge Supervisor

Plaza Premium Lounge; Singapore; On-site; SGD 30,000 - 52,000; Full time

Job summary

Plaza Premium Lounge in Singapore seeks a Front Office role to perform front office operations, ensuring adherence to standards and efficient daily activities. Responsibilities include allocating work, handling irregularities, promoting services to maximise revenue, managing check-ins/outs for guests and large groups, cashier tasks, wake-up calls, and telephone etiquette.

Drive service and operational excellence with daily checks for cleanliness, quality and guest satisfaction; brief staff on

Responsibilities

• Front Office Operations: support team delivery of guest services, ensure adherence to standards, handle daily front office activities, allocate work, manage irregularities, promote lounge services to maximise revenue, handle check-ins/outs for guests and large groups, cashier-related functions, wake-up calls, and telephone etiquette.
• Drive service and operational excellence: oversee day-to-day operations to deliver high levels of service, ensure quality of food, guest services, hygiene and tidiness, perform regular checks of lounge areas, brief on events and admission updates, address guest inquiries and complaints professionally, manage guest communications and calls, seek continuous improvements and sustainability, serve as a role model for service excellence.

Job description

Job Description

Perform Front Office Operations

• team's delivery of guest services to ensure adherence to organisational standards and procedures
• daily front office activities to ensure operational efficiency
• resources and allocate work assignments to team members
• irregularities related to the delivery of front office service
• suggestive selling techniques to sell and to promote other services of the lounge to mazimise revenue
• the check-ins and check-outs for guests and large groups
• cashier-related functions
• all wake-up calls request timely
• proper telephone etiquette

Drive service and operational excellence

• day-to-day operations to deliver high level of service for our guests consistently
• and ensure quality of food, guest services, hygiene, cleanliness and tidiness to achieve total customer satisfaction and meet company standards
• out regular checks of all areas of the lounge to ensure cleanliness and tidiness at all times and the functionality of all facilities.
• briefing on events and updates for new admission instructions.
• guests with respect and handles walk-in requests, registration procedures and guest complaints with professionalism to promote a positive first impression information and recommendations to guests on lounge’s services and airport-related activities
• in resolving guests’ concerns and feedback to ensure guest satisfaction
• rapport with guests to enhance service experienceall incoming calls from internal or external parties and ensure that every call received is attended to promptly and pleasantly, takes messages accurately
• improvements to enhance operational efficiency and guest experience
• innovation, improvement and sustainability plans for continuous improvement
• as a role model for service excellence to drive service