Job Description

The Executive Lounge Supervisor is responsible for the overall day-to-day operations of the Executive Lounge, ensuring a seamless, personalized, and exceptional experience for VIP guests and Executive Lounge patrons.

The position oversees and coordinates Front Office and Food & Beverage operations within the Executive Lounge, ensuring that services are delivered efficiently and consistently in accordance with hotel standards. The Executive Lounge Supervisor serves as the key operational link between the Front Office, Food & Beverage, and other relevant hotel departments.

Scope and Responsibilities:

Operations

• Oversee the daily operations of the Executive Lounge and ensure the facility is properly prepared and maintained throughout operating hours.
• Ensure the lounge is clean, organized, well-stocked, and maintained in accordance with hotel standards.
• Coordinate and monitor Front Office and Food & Beverage operations within the Executive Lounge.
• Ensure proper execution of lounge opening and closing procedures.
• Monitor the availability, presentation, and replenishment of food, beverages, amenities, supplies, and other lounge requirements.
• Ensure proper coordination of operational requirements with concerned hotel departments.
• Monitor operational procedures and identify opportunities to improve efficiency, service quality, and guest experience.
• Ensure proper documentation and control of lounge supplies, equipment, and operating resources.

Guest Experience and Service Excellence

• Ensure VIPs, Executive Lounge guests, and other priority guests receive personalized, attentive, and efficient service.
• Monitor VIP arrivals, departures, preferences, special requests, and other relevant information to ensure proper recognition and service delivery.
• Proactively anticipate guest needs and coordinate with relevant departments to fulfill requests and special arrangements.
• Handle guest concerns, complaints, and service recovery situations professionally and promptly.
• Maintain confidentiality and discretion when handling VIP and guest information.
• Promote a high level of guest engagement and ensure the Executive Lounge experience reflects the hotel's service standards.

Front Office Operations and Coordination

• Supervise and guide team members assigned to the Executive Lounge.
• Coordinate closely with the Front Desk, Concierge, Reservations, Housekeeping, Engineering, and other departments to ensure seamless guest service.
• Ensure proper endorsement of VIP information, special arrangements, guest preferences, and outstanding concerns.
• Assist in ensuring appropriate manpower deployment and service coverage within the Executive Lounge.
• Monitor compliance with Front Office procedures and service standards applicable to lounge operations.

Food & Beverage Coordination

• Coordinate with the Food & Beverage team to ensure timely preparation, presentation, replenishment, and service of food and beverages.
• Monitor buffet and beverage presentation and ensure compliance with established quality, hygiene, and service standards.
• Ensure food and beverage offerings are properly replenished and presented throughout service periods.
• Coordinate requests involving dietary requirements, food preferences, and special guest needs with the F&B team.
• Monitor F&B service levels and promptly communicate operational concerns to the appropriate F&B leaders.

Team Leadership and Development

• Provide daily guidance, coaching, and supervision to Executive Lounge team members.
• Conduct team briefings and ensure staff are informed about VIP arrivals, guest requests, operational priorities, and hotel activities.
• Monitor employee performance and provide timely coaching and feedback.
• Assist in training and developing team members on guest service, VIP handling, hotel standards, and Executive Lounge procedures.
• Support the Front Office Manager in identifying development opportunities and training requirements for assigned employees.

Gift Shop Administrative Tasks

• Assist in ensuring daily inventory counts are conducted accurately and consistently.
• Coordinate with the Front Office Manager (FOM) and Assistant Front Office Manager (AFOM) regarding inventory discrepancies, stock shortages, and related concerns.
• Assist in preparing and processing Request for Purchase (RFP) documents and other purchasing-related requirements.
• Maintain organized records of inventory, sales, consignors, purchasing documents, and related gift shop records.
• Coordinate with consignors regarding inventory, documentation, stock replenishment, and operational concerns.

Qualifications

• Bachelor's Degree in Hospitality Management, Hotel and Restaurant Management, Tourism, Business Administration, or a related field preferred.
• Minimum of 3-5 years of experience in Front Office and/or Food & Beverage operations.
• Strong leadership, problem-solving, and decision-making abilities.
• Excellent communication and interpersonal skills with the ability to engage effectively with guests and team members.
• Proficiency in hotel management systems and financial transactions.
• Ability to work flexible schedules, including weekends, holidays, and night shifts.
• Strong understanding of guest service principles and luxury hospitality standards.