The Lounge Supervisor ensures that all the needs of the guests are meant and build exceptional guest experience. Represents the Lounge to the guest throughout all stages of their stay. Coordinate with the GSO to determine a guest’s reservation status and identifies their duration of stay.
Responsibilities:
Provide the highest standard of service to our guests.
Verify the reports generated by the GSO regarding guests’ admission, payment received and confirm on cash receipts reports.
Initiate any guest cancellation upon being informed by the GSO.
Page for flight departure for contracted Airlines, if applicable.
Carry out regular checks of all areas of the lounges, such as shower rooms and toilets to ensure consistent cleanliness. To page for the availability of shower facilities to guests
Possess good knowledge in general information of the airport including facilities, flight schedules, airlines information, directions to gates, etc.
Assist guests with the computer and/or email and internet services when require.
Assist and supervise the team and provide training.
Handle administrative work, including but not limited to staff roster, daily reports, etc.
To cooperate and work in a team for development, implementation, maintenance and improvement of the quality management system.
Ensure all the service staff are well groomed according to the PPG grooming
Overall, to achieve higher satisfaction level to Company’s target(s) set from time to time and conduct continual improvement to achieve the highest customer satisfaction level.
Requirements:
Relevant training in Hospitality, Business Management. Degree is an added advantage.
Relevant experiences in hotel or customer service are an advantage at least 5 Yr of work experience
Customer-orientated with a pleasant disposition and the ability to work in a fast-paced environment
Ability to multi-tasking while maintaining a positive attitude when working with guests and team members
Computer literate and able to navigate through the company system
Outgoing, good communication, interpersonal skills, active listening and showing empathy
Be willing to perform shift work and work on weekends, Public Holidays.
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