club lounge supervisor

MAIN DUTIES:
Administration
• Control and acknowledge all store requisitions and purchase requests in the absence of the Club Metropole manager
• Prepare the weekly cleaning plan and spot check
• Issue and follow up on all needed maintenance requests
• Give regular feedback to the Club Metropole Manager in regards to the performance of the team
• Give regular feedback to the Club Metropole Manager in regards to the guest comments
• Support the Club Metropole manager in the implementation of any special events
• Ensure excellent communication within the team
• Support the Club Metropole Managers in any tasks or responsibilities that is the area of competences of the supervisor
• Cooperate with Cost Controller for monthly inventory in Club Lounge (Beverage items).
• Cooperate with Finance for monthly inventory in Club Lounge (China ware items).
• Issue weekly duty roster and review daily task list.
• Issue Monthly vacation clearance schedule for the Club Lounge team and summit to Club Metropole Manager.
Financial and Revenue Responsibilities
• Communicate the financial target (budget) to the team
• Handle billing problem, items in Micros Fidelio system and feed back to Cost Controller
• Pro-active to build up action plan for saving and control cost in Club Lounge depend on hotel occupancy.
Training and Human Resources Management
• Train the team according to the monthly training plan
• Issue training checklist for all given training
• Prepare training plan for each month and report to Club Metropole Manager
• Establishes effective employee relations and maintains the highest level of professionalism, ethic and attitude towards all hotel guests, clients, heads of department and employees
• Control the grooming of each Club Lounge ambassador follow up Club Milliesime Brand Standards by check list every week
• Give regular positive and negative feedback to all ambassador in a constructive way
• Prepare action plan's training during low season and cross training plan among each section between Club Metropole and F&B outlets.
Guest Service Responsibilities
• Ensure and check full guest's satisfaction during operation time
• Develop customer loyalty and recognition
• Introduce and up-selling any special events / promotions
• Gather guest feedback and report to Club Metropole Manager
• Handle and follow up on any guests complains in absence of the Club Metropole Manager
• Report any complains / Positive or Negative comments to the Club Metropole manager
• Work hard to satisfy any guest requests
• Spot check and follow up with Club Lounge ambassadors to collect guest's preferences and report to Club Metropole Manager for guest profile in Opera PMS.
• Brief with all Club Lounge Ambassador about guest's preferences to keep services always consistency
Operational Responsibilities
• Ensure smooth and efficient service at any time
• Ensure proper atmosphere of Club Lounge according to the time of the day (music, lighting, aromas, temperature...)
• Ensure good communication between Butler/ Club reception, F&B outlets, kitchen.
• Check all buffet set up before and during the service hours. (Breakfast/ High tea/ Everning cocktails)
• Check the lounge area set up before service hours.
• Know and ensure full follow up on the Club Milliesime Brand Standards
• Control the cleanliness of Club Lounge (Lounge, Meeting room, kitchen, steward area, back bar area ) by follwong the cleaning schedule and check list and send back to Club Metropole Manager by every week.
• Ensure proper organization of each service stations before service time
• Ensure efficient sequence of service
• Follow up that all given training and fully followed by all ambassadors
• Handle and follow up on any guests complains
• Report any guest feedback to Club Metropole Manager
• Send monthly report to Club Metropole Manager (linen, chinaware, glass, music band attendant record...)
• Check hotel occupancy and issue duty roster for ambassador based on the occupancy
• Prepare all equipments depend on hotel occupancy
• Pro-active to give action plan for cost and saving cost depend on hotel occupancy
• Control Annual leave and Plan for Annual leave for all ambassador.
• Acknowledged all HR forms of Club Lounge ambassador and get approved by Club Metropole Manager
• Control and check all Menu and items run out in Club Lounge and report to Head Sommerlier to get drink items replacement and reprint the menu
• Control and make food tag and keep its always clean and tidy
Meetings to attend
• Attend the daily F&B morning briefing at 09.45am.
• Attend the daily briefing of Club Metropole at 02.10pm.
• Attend the weekly pre con meeting in the absence of the Club Metropole Manager
• Attend bi-monthly meeting with Club Metropole Manager
• Attend the monthly Departmental meeting at Club Metropole.
• Attend the monthly F&B promotion meeting in absence of the Club Metropole Manager
• Attend the monthly FB manager meeting in the absence of the Club Metropole Manager