Responsible for daily operation, supervision and overall performance of the hotel's lobby lounge. This role ensures the highest level of guest service, staff engagement, and operational efficiency, maintaining brand standards and enhancing the lounge experience through exceptional service, ambience and beverage / food offerings.
Operations Management
Oversee daily operations of the lobby lounge, ensuring smooth and efficient service.
Manage lounge setup, cleanliness, ambience, and compliance with health and safety regulations.
Ensure adherence to company policies, brand standards, and guest service excellence.
Guest Service
Greet and interact with guests in a professional and welcoming manner.
Resolve guest complaints promptly and effectively to ensure satisfaction.
Monitor service quality and proactively address guest feedback.
Team Leadership
Recruit, train, and manage a team of lounge staff, including servers, bartenders, and hosts.
Create and manage staff schedules, ensuring adequate coverage at all times.
Conduct regular team meetings, coaching, and performance reviews.
Financial Performance
Monitor and manage lounge budget, labour costs, and operating expenses.
Drive revenue through upselling, promotions, and customer engagement.
Maintain inventory control and manage supplier relationships for beverages and snacks.
Marketing & Guest Engagement
Collaborate with marketing to promote special events, seasonal offers, and new menu items.
Ensure the lounge contributes to the hotel's overall guest experience and brand image.
Curate music, lighting and events to create an inviting and luxurious ambience.
Qualifications
Bachelor's degree in Hospitality Management, Hotel Administration, Culinary Arts, or a related field.
Advanced certifications in hospitality, wine studies (e.g., WSET), or F&B management are a plus.
Minimum 35 years of experience in a supervisory or managerial role in a luxury hospitality setting.
Proven experience in managing a lounge, upscale bar, or restaurant in a 4- or 5-star hotel.
Background in fine dining service standards, cocktail and wine programs, and guest relations.
