As a Executive Lounge Manager together with your Head of department, you are responsible for your department to deliver an excellent guest experience and follow Hilton standards.
You are the first point of contact for dealing with any general management related inquiries that arise within the hotel. The position predominately involves face- to- face contact with Guests and represents Senior- level hotel management in their absence. It is also the Management contact point for any hotel operational issues that arise that cannot be resolved by the department. You will be responsible for performing the following tasks to the highest standards:
• Handle complaints promptly and efficiently, taking the necessary action, informing the Duty Manager/ Assistant Front Office Manager/ Front Office Manager to follow- up where appropriate.
• Ensure that all team members have a complete understanding of and adhere to the hotel’s team member rules and regulations.
• Ensure that the day- to- day functions of the Executive Lounge are completed, including but not limited to checklists, trace reports, credit limit checks, and online back- ups.
• Maintain the efficiency of departure by checking all guests’ folios to ensure accuracy of charges.
• Actively take part in training where and when required.
• Create a warm and welcoming arrival for guests, ensuring that they feel expected and immediately “at- home” when they arrive.
• Monitor the inventory for the Executive Lounge’s stock is managed and not wasted, maintaining costs were able, and also to ensure that all items provided to guests are returned and are accounted for.
• Facilitate the operation of the VIP gift amenities menu by offering it to guests, ensuring that VIPs receive their chosen amenities.
• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
• Upsell rooms to higher room and rate categories, ensuring maximum revenue generation from each guest.
• Pass on information effectively, ensuring that all necessary details are communicated to the intended person, any pending action is completed, and guest satisfaction is confirmed.
• Follow- up with all guests to ensure satisfaction with problem resolution.
• Ensure that VIP guests are treated personally and recognized as an individual.
• Greet customers immediately with a friendly and sincere welcome using a positive and clear speaking voice, listening to understand requests, responding with appropriate actions and provide accurate information such on outlet hours, special VIP programs, events, etc.
• Support team in their tasks to ensure the lounge operates smoothly
• Ensure that the overall appearance of the Executive Lounge is neat and tidy at all times.
• Provide extra services for VIP guests including offering of refreshments, cold towels and other courtesies upon arrival.
• Take on an active role in the Executive Lounge team, ensuring effective communication and working as a team in order to reach goals and targets.
• Adhere to the hotel’s security and emergency policies and procedures.
• Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
• Maintain awareness of guests’ profiles and specific preferences, ensuring that they are acted upon for each reservation.
• Remain calm and alert especially during emergency situations and heavy hotel activity.
• Remain calm and alert, especially during emergency and heavy hotel activity, resolving complications such as location changes or credit issues.
• Follow- up on outstanding accounts to ensure no loss of revenue and secure method of payment for upcoming reservations.
• Ensure that guests are escorted to their rooms and that hotel facilities and room features are explained, and luggage is delivered in a prompt manner.
• Comply with Health & Safety, Emergency Management, the Disaster manual, and Fire procedures and regulations, taking part in the fire team when and where directed.
• Record guests’ complaints, conducting thorough research to develop the most effective solutions and negotiate results.
• Coordinate with In- Room Dining to arrange in- room amenity set- ups according to VIP level and for special occasions – i.e. Birthdays and Honeymoon, as well as Welcome Cards.
• Be a role model and gain trust from team members
• Prepare the Executive Lounge for F&B service, monitoring service and preparation areas to ensure cleanliness and presentation standards.
• Carry out any other reasonable duties and responsibilities as assigned.
• Make sure dishes, glasses, cutlery during Breakfast, Afternoon Tea, and Evening Canapés service are washed, cleaned when stewarding team is not yet available. At the end of the day, ensure that all dishes, glasses, and cutlery are properly washed, dried, and polished.
• Attend daily briefings, shift handovers, meetings and read the logbook on a daily basis.
