Lounge Supervisor - Changi - Plaza Premium Group

Description

Perform Front Office Operations

• team's delivery of guest services to ensure adherence to organisational standards and procedures
• daily front office activities to ensure operational efficiency
• resources and allocate work assignments to team members
• irregularities related to the delivery of front office service
• suggestive selling techniques to sell and to promote other services of the lounge to mazimise revenue
• the check-ins and check-outs for guests and large groups
• cashier-related functions
• all wake-up calls request timely
• proper telephone etiquette

Drive service and operational excellence

• day-to-day operations to deliver high level of service for our guests consistently
• and ensure quality of food, guest services, hygiene, cleanliness and tidiness to achieve total customer satisfaction and meet company standards
• out regular checks of all areas of the lounge to ensure cleanliness and tidiness at all times and the functionality of all facilities.
• briefing on events and updates for new admission instructions.
• guests with respect and handles walk-in requests, registration procedures and guest complaints with professionalism to promote a positive first impressioninformation and recommendations to guests on lounge's services and airport-related activities
• in resolving guests' concerns and feedback to ensure guest satisfaction
• rapport with guests to enhance service experience
• all incoming calls from internal or external parties and ensure that every call received is attended to promptly and pleasantly, takes messages accurately
• improvements to enhance operational efficiency and guest experience
• innovation, improvement and sustainability plans for continuous improvement
• as a role model for service excellence to drive service

Operational risks policy

• team's compliance with data protection regulation and organisational security procedures for guest registration and credit and cash transactions
• to identify, manage and have a appropriate follow up on the potential security threat
• to assist in execute response and recovery actions during emergency situations
• safety and emergency procedures, is aware of accident prevention policies

Reports any unusual occurrences or requests to the manager

Human resource, finance and report Management

• operations reports for management updates
• administration duties include staff roster and duty assignments
• coaching and feedback to improve team performance
• team performance and provide feedback for improvement
• department meetings

Other

Undertake a busy and fast-paced role with varied duties

• Any ad hoc duties as assigned