Assistant Manager, Lounge

Job description:

The Assistant Manager for PPL/ALLWAYS collaborates and executes initiatives for the profitability of the lounge and/or ALLWAYS. He/she performs support functions, such as customer service, scheduling, handling day-to-day operations, cashiering or accepting/voiding payment transactions, ordering inventory, and back-office support.

Assistant Manager for PPL/ALLWAYS assists in the recruitment, training and motivation of staff, and maintenance of quality control, hygiene, and health and safety standards. This includes implementing managing inventories and interacting with guests, wait staff and support employees to maximize revenue generation and consistently enhancing the customer experience.

He/She needs to be diligent, dedicated, and enthusiastic, possess exceptional interpersonal skills, and be someone who is able to maintain composure in stressful situations.

Manage front office and ALLWAYS MNA Operations

• Implement operating procedures and service standards for lounge and/or Meet and Assist (MNA) operations
• Monitor lounge and /or MNA operations to ensure adherence to organizational service standards and procedures
• Develop operations plan for front office and/or MNA operations
• Review manpower allocation for lounge and /or MNA operations
• Monitor the occupancy and MNA rendered and reconcile discrepancies
• Collaborate with various departments on guest's special requirements and requests
• Manage personalized reception services for VIP guest's arrivals and departures
• Implement loyalty programmed for guest retention and growth
• Identify and resolve deviations and irregularities related to front office and/or MNA services

Drive service and operational excellence

• Manage team's service performance in response to guests needs and requests to ensure guest satisfaction
• Manage service recovery for escalated guests concerns and feedback
• Build guest relationships to enhance return visits
• Interact with guests to gather feedback on service quality
• Analyse guest satisfaction levels and feedback for service improvement and relationship management
• Assist to Review systems and processes for workflow and productivity improvement
• Innovate and collaborate new ideas to enhance guest experience and revenue generation
• Direct the implementation of sustainability programmed to drive organizational green initiatives

Manage operational risks policy

• Assist to Operationalize compliance management data protection regulation and organizational security procedures for guest registration and credit and cash transactions
• Manage emergency situations including able to identify the potential security threat, response and take recovery actions
• Assist to Manage loss and risk prevention policies and procedures to minise loss and risk in business operations

Manage human resource, finance and report management

• Submit operations reports and statistics to monitor departmental performance
• Manage staff including staffing, rostering, training, motivating and resolve conflicts
• Support budget forecasting processes for the department
• Execute cost control initiatives to keep departmental operating expenses within budget
• Assist in executing learning and development plans that will help facilitate learning and provide development opportunities to enhance staff work performance
• Provide coaching and guidance to improve staff work performance
• Manage staff performance to achieve department goals

Facility and maintenance

• Ensure the facilities and lounge area are well maintained. Ensure all maintenance issues and requirements are raised and corrected or forwarded to Lounge Operations Manager if the repair is significant.

Others

• Closely liaise with Head Chef in menu planning and food presentation
• Plan and implement procedures for events and special occasions
• Any ad hoc duties as assigned

JOB REQUIREMENTS:

• Candidate must possess tertiary education qualification in Hospitality Management or related discipline
• Minimum 2 years relevant experience with 2 year at Supervisory level in hospitality/F&B industry/airport lounge
• Knowledgeable in all aspects of managing and leading services and hospitality nature of business or outlet.
• Excellent time management skills, flexible and able to work under pressure
• Detail-minded, efficient, well-planned with good business sense
• Strong communication and interpersonal skills with analytical mind
• Calm, efficient and organized
• Accountable and resilient
• Computer literacy
• Multi-lingual, excellent spoken and written English is a must, and ability to speak other languages would be an advantage
• Team player with an ability to function effectively in a dynamic, fast-paced environment.