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Ref: RP714-5576

Job description / Role

Employment: Full Time

POSITION DESCRIPTION

Position: Raffles Club. Lounge Supervisor

Department: Rooms Division / Raffles Club

Reports to : Raffles Club Manager

PURPOSE OF POSITION

To assist to oversee and direct all aspects of the Raffles Club lounge functions to achieve the highest possible guest satisfaction to current and future VIPs.

KEY ROLES & RESPONSIBILITIES

- Manage and supervise all tasks of his/her staff to ensure maximum guest satisfaction through personal recognition & prompt cordial attention from arrival through departure
- Manage and supervise the lounge during operating hours
- Liaise with kitchen on food selection for Breakfast , High Tea and drinks Hour
- Meet and greet all guests personally
- Oversee maintenance of efficient repeat guest history system
- Promote Inter-Hotel sales and in-house facilities
- Perform such functions to include but not be limited to:
- Prepare Raffles Club guest welcome letters
- Monitor guest comment cards and feedback
- Attend to special requests by guests
- Handle guest complaints and refer them as necessary, follow up on corrective action
- Compile, analyze and control Raffles Club costs and inventory
- Prepare requisitions for amenities on a timely basis
- Ensuring and maintain entire range of services offered for the Raffles Club Lounge
- Appraise appearance, discipline and efficiency of all staff under direct supervision
- Organize and conduct regular meeting for Raffles Club staff to facilitate smooth operations
- Prepare efficient work and vacation schedule for Raffles Club staff, taking into consideration project occupancy and forecasts and any large group movements
- Performs related duties and special projects assigned
- Works with Superior and Human Resource Manager to ensure the departmental performance of staff is productive. Duties include:
- Plan for future staffing needs and recruit in line with company guidelines
- Prepare detailed induction programmes for new staff
- Analyse training needs of Front Office staff and develop training programmes
- Conduct probation and formal performance appraisals
- Coach, counsel, discipline staff and provide constructive feedback to staff
- Work with Superior in the preparation and management of department's budget; control & monitor departmental costs on an ongoing basis to ensure performance against budget
- Adhere to OH&S policies and procedures and ensure your direct reports do the same

Requirements

PERSONAL ATTRIBUTES

- Good organisational skills
- Good level of engagement with residents
- Ability to manage a multi-cultural workforce
- Excellent leadership & communication skills
- Display high levels of integrity, dedication and support for continuous improvement
- Flexible management style to meet the challenges of a changing work environment
- Good knowledge of the entire Front Office Operations
- Must be a self-starter, coach & mentor who can motivate the Team to perform their best
- Knowledge of Opera Property Management System preferred

QUALIFICATIONS

- Degree from School for Tourism & Hotel Management

EXPERIENCE

- Minimum 2 - 3 years' relevant experience with at least 1 year at a supervisory level

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.

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