Executive Lounge Supervisor

Job Description



Summary:

Monitor club lounge for seating availability, service, safety and well-being of guests. To maintain cleanliness and condition of bar, bar unit, tables, and other tools to ensure presentable and meets brand standards. Prepare and serve hot, cold and /or alcoholic beverages. Stock necessary supplies, anticipate & communicate replenishment needs promptly. Ensure that all opening and closing duties are delegated and completed at the conclusion of each shift. Requisitions of all necessary supplies are ordered, received and stored/locked in their corresponding areas. Forecast additional meal requirements and communicate to the kitchen daily.


Responsibilities


* Provide the highest quality of service to the guest at all times and anticipate and exceed guest expectations. Know and live the mission and the White Lodging/brand basics. Understand the WL Way.
* Review staffing levels and ensure they are aligned with the operational needs
* Train new staff members on the highest quality of service to the guest at all times and anticipate and exceed guest expectations. Know and live the mission, the White Lodging service pledge, and the brand service standards.
* Supervise concierge lounge associates
* Always answer the telephone within three rings with a smile and answer questions accordingly or transfer as needed.
* Maintain knowledge of airline, automobile rental, transportation options, directions, office services, and beauty/barber establishments and provide information to guests regarding such.
* Maintain knowledge of all hotel facilities including hours of operation and hotel surroundings (i.e. mall, restaurants).
* Maintain knowledge of local area including social, cultural, historical and physical attractions as well as their location and hours of operation. Maintain knowledge of local restaurants and theatre/musical productions. Arrange reservations/tours as requested for guests. Make recommendations for local attractions that meet the needs of the guest and connect them to local flavors.
* Ensure that a floor ambassador is always presented to welcome and greet guests
* Ensure that hot food and cold food are provided in lounge. Maintain food and beverage stations; bus tables.
* Utilize aggressive hospitality to ensure best guest experience. Refer guests to hotel outlets to maximize hotel revenue.
* Own, resolve and follow-up on guest issues within 15 minutes.
* Resolve all instances of guest dissatisfaction
* Report all instances of guest dissatisfaction to Guestware in order for proper follow up through AYS for resolution and tracking.
* Assist guests with food and beverage needs while in the concierge lounge and clean lounge as needed.
* Ability to work with spreadsheets for menus and guest count.
* Ensure security and confidentiality of all guest and hotel information and material.
* Notify manager/AYS of maintenance issues.
* Maintain a clean and orderly work area in accordance with hotel standards. Complete daily/weekly cleaning schedule.
* Attend work on time as scheduled and adhere to attendance policy.
* Participate in daily preshift. Facilitate high powered preshifts in the absence of manager.
* Utilize property Service Recovery/Defect Tracking processes.
* Practice safety standards at all times and keep the property safe for guests and fellow associates. Use wet floor signs as needed. Use personal protective equipment.
* Report unsafe conditions and suspicious activity to Loss Prevention/Management.
* Wear uniform, including nametag at all times in accordance with the Standards of Appearance.
* Communicate properly and effectively with the guest, associates and managers. Effectively respond to guest complaints.
* Promote teamwork and associate morale.
* Adhere to all work rules, procedures and policies established by the company. This includes, but is not limited to those contained in the Associate Orientation Handbook and the red Emergency Response Procedures Manual. Have a thorough knowledge of emergency procedures. Complete Chemical Training and Blood borne Pathogen Training.
* Forecast additional meal requirements and communicate special requests to the kitchen
* Touch tables to ensure all guests satisfaction is met or exceeded
* Ensure all staff members have completed necessary food handlers and alcohol handling certifications
* Follow proper key control procedures.
* Perform other duties as assigned.


Other Information



COMPETENCIES

* Job Knowledge
* Flexibility/Adaptability
* Quality of Work
* Perseverance
* Quantity of Work
* Organization Skills
* Guest Focus/Customer Service
* Effort
* Reliability/Dependability
* Judgment/Problem Solving
* Motivation/Initiative
* Cooperation/Teamwork
* Multi-tasking

SKILLS

* Computer Literacy; Microsoft Office Suite
* Beverage Service and Wine Knowledge
* Customer Service Aptitude
* Ability to Influence without Authority

EDUCATION/EXPERIENCE
Completion of TABC & Food Handlers certifications

WORKING CONDITIONS

* Lift, carry or otherwise move up to 10 lbs. regularly.
* Lift, carry or otherwise move up to 50 lbs. occasionally with assistance.
* Follow proper moving and lifting procedures identified in Departmental Orientation Handbook.
* Regularly required to stand; sit; walk; reach; use hands to finger, handle or feel; climb, balance, stoop, kneel, crouch or crawl; talk and hear; taste and smell.
* Ability to be standing/walking for 8+ hours a day.
* Exposure to/use of chemicals

Location Code: 2558

Important Notes

Hourly

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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Posted: 4/27/2022

Job Reference #: 2558101H1113