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Job Description
- Ensuring the smooth day to day running of the lounge and guaranteeing a 5* service to passengers / guests.
- Liaising with the company management.
- Continually bringing added value to the contract through innovation and pro-activeness.
- Sharing the company’s goals and objectives, through motivation, learning and development, creating a service excellent experience.
- Providing proper reports for management.
- Working towards achieving financial and non-financial targets.
- Completing and providing proper reports and regular updates according to company management requests.
- Leading, motivating, developing and directing the team (30/35 colleagues) to maximize efficiency in customer service.
- Creating an environment where constant improvement is actively encouraged and recognized.
- Ensuring all staff are trained to deliver a customer focused service.
- Ensuring all staff performance are managed to quality set objectives.
- Leading, motivating, training, developing and directing team to maximize customer service efficiency.
- Developing personal development plans for all team members to ensure progression and learning within roles.
- Completing monthly Stock takes.
- Bringing innovation to food offer and be actively involved in the menu workshops.
- Meeting with the clients regularly to discuss progress and activities in lounge and record minutes and actions.
- Completing all H&S and F&S documentation in line with company policy and legal requirements.
- Coordinating and managing the contract activities through effective regular communication with Client and Colleagues.
- Overseeing the ordering of all food and consumables.
- Ensuring all health and Safety and Food and safety legislation is adhered to.
- Maintaining proper staff scheduling.
- Ensuring all reporting is timely and accurate.
- Reviewing customer reaction and feedback to service given and implement and action a plan to address any concerns.
- Working with Lounge team to maximize customer satisfaction.
- Providing solutions to operational lounge challenges.
- Performing other tasks and activities as requested.
Job Requirements
- 10-15 years of Experience
- Experience in providing high end quality in customer service and product to prestigious client(s).
- Catering experience (4 or 5 * Hotel or similar environment).
- Proven supervisory / team management experience.
- Airport Lounge experience (is a plus).
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