Club Lounge Supervisor

Job description / Role

Company Description

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.

Raffles the Palm Dubai is on the western crescent of Palm Jumeirah, the world's largest manmade island and archipelago. This luxurious five-star hotel with 381 spacious rooms, suites and villas is embellished with hand-crafted Italian touches and offset by carefully selected amenities to complete the atmosphere of elegance. Guests can enjoy panoramic views, a private beach, state of the art entertainment and recreational facilities, including specialist boutiques, a VIP movie theatre, signature and private restaurants complemented by exquisite banqueting and conference spaces.

When visiting Raffles, guests will discover the individual personality and story offered by the hotel. At the essence of every Raffles is the delivery of thoughtful, personal and discreet service to well-travelled guests. Raffles Hotels & Resorts is an award-winning, luxury international hotel company with a history dating back to 1887 with the opening of Raffles Hotel, Singapore. The portfolio currently comprises eleven luxurious properties, from secluded resorts to city hotels in key locations around the world.

Job Description

- Manage and supervise all tasks of the Club Lounge staff, ensuring maximum guest satisfaction from arrival through departure.
- Oversee the lounge during operating hours, maintaining service standards and ensuring a welcoming atmosphere.
- Liaise with the kitchen for food selection during Breakfast, Lunch, Afternoon Tea, and Cocktail Hours.
- Personally, meet and greet all guests, fostering a warm and personalized experience.
- Maintain an efficient repeat guest history system and actively promote Inter-Hotel sales and in-house facilities.
- Prepare Raffles Club guest welcome letters and monitor guest comment cards and feedback.
- Attend to special guest requests and handle complaints with follow-up on corrective actions.
- Compile, analyze, and control Raffles Club costs and inventory, preparing requisitions for amenities on a timely basis.
- Ensure the entire range of services offered for the Raffles Club Lounge is maintained at the highest standard.
- Appraise the appearance, discipline, and efficiency of all staff under direct supervision.
- Organize and conduct regular meetings for Raffles Club staff to facilitate smooth operations.
- Prepare efficient work and vacation schedules for Raffles Club staff, considering project occupancy and forecasts, as well as any large group movements.
- Develop and implement training programs to enhance the skills of Club Lounge staff.
- Monitor and ensure compliance with health and safety regulations in the Club Lounge.
- Collaborate with the marketing team to create promotions and special events for the Raffles Club.
- Actively engage with guests to gather feedback and insights for continuous improvement.
- Conduct regular audits of Club Lounge services to ensure adherence to established standards.
- Collaborate with the Assistant Club Manager in strategic planning for the Club Lounge.
- Stay updated on industry trends and competitor offerings to suggest improvements and innovations.

Requirements

Qualifications

- Post Secondary school education or Diploma from School for Tourism & Hotel Management.

EXPERIENCE:

- Minimum 1-2 years of relevant experience in customer service/guest relations.

Additional Information

- Good level of engagement with guests.
- Ability to work cohesively as a team with a multi-cultural workforce.
- Excellent communication skills.
- High level of integrity, enthusiasm, dedication, and support for continuous improvement.
- Good knowledge of Front Office and F&B Operations.

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.