Executive Lounge Manager

Table of contents

Description

Executive Lounge Manager (also VIP Club Manager or Executive Floor Manager) is responsible for managing performance of executive lounge in a hotel, by supporting executive lounge team with daily activities, achieving guest service standards and departmental revenue and profit goals. Adhere to federal, state and local regulations concerning health, safety, responsible service of alcohol, or other compliance requirements, as well as hotel brand standards and local policies and procedures. To provide professional leadership, motivation, supervision of staff ensuring exceptional service by engaging executive guests from arrival to departure, and responding to all requests, inquiries and complaints during their stay.

executive floor check-in desk

Duties

  • Manage the day-to-day activities of one or more bar/lounge schedule employees to ensure proper coverage, and plan and assign work. Communicate and enforce policies and procedures.
  • Recommend and/or initiate executive lounge staff salary, disciplinary, or other staffing/human resources-related actions in accordance with company rules and alert management of potentially serious issues.
  • Ensure all executive lounge employees are properly trained, and certified as required, and have the tools and equipment needed to effectively carry out their job
  • Ensure executive floor guests are greeted upon arrival and receive prompt and professional
  • Ensure executive floor staff maintains a professional manner and are up to date with VIP guest movements, hotel events, local attractions and activities
  • Ensuring that brand standards are met and guest expectations are exceeded
  • Handling / preparation and serving of various foods including, all hot/cold meats, dairy products, pasta, cereal and food products which may contain nuts, handling of alcohol (replenishing stock and serving of alcohol to customers, collection of glasses which may contain alcohol for disposal).
  • To consistently work in a safe and effective manner, to ensure that any action taken in executive lounge does not cause a risk to either yourself or any other party. To acquaint yourself with all health, safety and fire precautions as required and report all safety and security risks.
  • Comply with legal procedures relating to food hygiene, health and safety and personnel requirement.
  • To consistently enter accurate information into the relevant system or complete paperwork as necessary to ensure that all details and customer requests are recorded correctly.
  • Daily logs to be signed and significant incidents recorded, communicate customer feedback to the Front Office Manager.
  • To willingly share knowledge and own experiences with colleagues and act in a manner to ensure Customer Service is continually improved.
  • Assist in the support of staff training and coaching of the team, when directed by the line manager.
  • To actively supervise the team to promote a consistent and effective lounge environment.
  • Assist the team with difficult situations that may arise in the lounge.
  • Create innovative programs and promotions to market special menu items and support system-wide food and beverage programs. Monitor performance of such programs through analysis of guest feedback and financial results. Initiate corrective measures as needed. Conduct meetings to inform staff of special promotions, daily specials, and additional information.
  • Achieve executive floor budgeted revenues, control expenses and labor costs, and maximize profitability for assigned beverage outlet(s). Assist in preparation of operating budget and financial plans which support the overall objectives of the food and beverage
  • Establish and maintain procedures to (1) ensure the security and proper storage of liquor, bar inventory and equipment, (2) ensure the security of monies, credit and financial transactions, (3) replenish supplies, inventory, uniforms, etc.in a timely and efficient manner, and (4) to minimize waste and breakage of glassware and Establish par levels for supplies and equipment. Establish procedures and timeframes for conducting inventory.
  • Ensure that all bar equipment, including but not limited to sinks, taps, blenders, cash registers, is in proper operational condition and is cleaned on a regular basis. Ensure that all bar/lounge facilities are cleaned, vacuumed, and properly stocked according to anticipated business volumes. Notify Engineering immediately of any maintenance and repair needs.
  • Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Sales and Marketing, Catering, Banquets, Housekeeping, Maintenance and Guest
  • Guests - to ensure their total satisfaction
  • Vendors -to ensure adequate inventory of supplies and equipment, to discuss pricing or service issues, to resolve any vendor performance issues,
  • Regulatory agencies - regarding safety and compliance matters
  • Other contacts as needed (professional organizations, community groups, local media)
  • May serve as Manager on Duty
  • Other duties as assigned
  • Supervises a number of employees in one or more beverage outlets in a large, full-service, luxury, or resort hotel with multiple major food and beverage outlets, high volume banquet and convention facilities, and a large number of VIP and key

Requirements

  • Previous experience in Executive Lounge or Front Office
  • Previous guest service experience in a luxury hotel
  • Diploma in Hospitality Management an asset
  • Hospitality Management Degree or formal food and beverage operations training preferred.
  • Previous food and beverage experience preferred
  • Experience with cash handling and appropriate telephone etiquette
  • Experience with decision making and problem solving
  • First aid certification an asset
  • Pro-Serve certification
  • Must possess a professional presentation
  • Strong interpersonal and problem solving abilities
  • Highly responsible & reliable
  • Ability to work well under pressure in a fast paced environment
  • Ability to focus attention on guest needs, remaining calm and courteous at all times
  • Experience within a highly focused sales and service environment that consistently delivers the highest possible standards
  • Ability to follow processes and procedures and apply flexible approach when required
  • Passionate about customer service
  • Commitment to continuous improvement
  • Self-motivated and able to work independently
  • Ability to speak additional languages is desired
  • Computer literate
  • Carrying or lifting items weighing up to 50 pounds
  • Moving about the outlet(s)
  • Handling objects, products
  • Bending, stooping, kneeling
  • Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the reading and writing abilities are utilized often when completing paperwork, ordering, interpreting results, and giving and receiving instructions.
  • Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized
  • Problem solving, reasoning, motivating, organizational and training abilities are used
  • Alcohol awareness certification and/or food service permit or valid health/food handler card as required by local or state government
  • May be required to work nights, weekends, and/or holidays.

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