Job TitleDuty Supervisor Golden Lounge
Reports ToDuty Manager Golden Lounge
Role PurposeResponsible to lead and coordinate daily operational standards and procedures and manpower for all Golden Lounges services and meeting customer & management expectations.
Key Accountability- To monitor staff and vendor performance including grooming standards communication and product knowledge guided by SLA
- To ensure pleasant, memorable and hassle free experience by providing warm and hospitable service to all lounge Guest in line with the service differentiation requirement in order to encourage passengers’ continued loyalty
- Handles lounge daily operational issues, feedback, surveys and manpower deployment to match operational requirement and to ensure all lounge facilities, products and services are in good working order and in compliance with safety and security requirements
- To monitor that all food & beverage service areas are regularly maintained and replenished and raise any issues on F&B and service
- To monitor data collection and consolidation in the system in order not limited to lounge access charges billing, passenger registration, profile update and customer feedback
Qualification & Experience- Diploma in Hospitality/F&B with 1 year experience in hospitality industry or aviation industry or
- SPM/SPMV with 4 years experience in hospitality industry or aviation industry
Skills & Knowledge- Good disposition and communication and interpersonal skills
- Ability to think quickly and logically to ensure smooth handling in operations
- Broad knowledge in protocol, service, products and procedures
- Analytical, action oriented, enthusiastic and strong leadership quality
Key Challenges- Maintainng consistency in service delivery performance by the supplier/vendor that might impact the customer services
- Managing vendors with different level of competencies
- Implementation of new policies and procedures to tailor with new product and services
