POSITION DESCRIPTION

Position : Raffles Club. Lounge Supervisor

Department : Rooms Division / Raffles Club

Reports to : Raffles Club Manager

PURPOSE OF POSITION

To assist to oversee and direct all aspects of the Raffles Club lounge functions to achieve the highest possible guest satisfaction to current and future VIPs.

KEY ROLES & RESPONSIBILITIES

Manage and supervise all tasks of his / her staff to ensure maximum guest satisfaction through personal recognition & prompt cordial attention from arrival through departure

Manage and supervise the lounge during operating hours

Liaise with kitchen on food selection for Breakfast, High Tea and Cocktail Hour

Meet and greet all guests personally

Oversee maintenance of efficient repeat guest history system

Promote Inter-Hotel sales and in-house facilities

Perform such functions to include but not be limited to :

Prepare Raffles Club guest welcome letters

Monitor guest comment cards and feedback

Attend to special requests by guests

Handle guest complaints and refer them as necessary, follow up on corrective action

Compile, analyze and control Raffles Club costs and inventory

Prepare requisitions for amenities on a timely basis

Ensuring and maintain entire range of services offered for the Raffles Club Lounge

Appraise appearance, discipline and efficiency of all staff under direct supervision

Organize and conduct regular meeting for Raffles Club staff to facilitate smooth operations

Prepare efficient work and vacation schedule for Raffles Club staff, taking into consideration project occupancy and forecasts and any large group movements

Performs related duties and special projects assigned

Works with Superior and Human Resource Manager to ensure the departmental performance of staff is productive. Duties include :

Plan for future staffing needs and recruit in line with company guidelines

Prepare detailed induction programmes for new staff

Analyse training needs of Front Office staff and develop training programmes

Conduct probation and formal performance appraisals

Coach, counsel, discipline staff and provide constructive feedback to staff

Work with Superior in the preparation and management of department's budget control & monitor departmental costs on an ongoing basis to ensure performance against budget

Adhere to OH&S policies and procedures and ensure your direct reports do the same

PERSONAL ATTRIBUTES

Good organisational skills

Good level of engagement with residents

Ability to manage a multi-cultural workforce

Excellent leadership & communication skills

Display high levels of integrity, dedication and support for continuous improvement

Flexible management style to meet the challenges of a changing work environment

Good knowledge of the entire Front Office Operations

Must be a self-starter, coach & mentor who can motivate the Team to perform their best

Knowledge of Opera Property Management System preferred

QUALIFICATIONS

Degree from School for Tourism & Hotel Management

EXPERIENCE

Minimum 2 - 3 years' relevant experience with at least 1 year at a supervisory level