JOB PURPOSE

• Foster an inclusive atmosphere for all guests, ensuring they feel welcome and appreciated during their visit to the lounge.

• Remain open to guest feedback and requests to enhance their experience.

• Deliver high standards of chair-side service in the Central Room and Cocktail Lounge.

• Oversee day-to-day operations in the Reception Area and other assigned rooms.

KEY ACCOUNTABILITIES:

Ensures a warm, welcoming experience

• Greets and warmly receives all arriving guests at reception

• Monitors the entrance area to ensure a spotless, picture perfect environment

• Introduces lounge facilities for first time guests

• Personally, escorts guests, wishing to enjoy the cocktail lounge, to the Central room

• Connects with and gives recognition to all guests, “make them feel special”.

• Engages with warmth and openness with guests – stays fully present

• Ensures all departing guests receive a personal farewell

• Maintains the electronic reader devices and iPad connectivity

• Performs lounge check-in transactions of invited and paying guests

• Assist guests solving travel issues, e.g. coordinating with the concierge or an airline representative for flight rescheduling

• Notes special requests, or requirements communicated by the call center/check-in counter

• Stocks media display wall with magazines, international and local newspapers

• Manages the uploading of press readers

• Coordinate with porter to store guest luggage

• Assist with tagging luggage/ communicating with guests

• Ensure prompt retrieval of luggage on departure from the lounge

Deliver high standards of service in the Central

Room/cocktail lounge

• Approach and receive all guests warmly as soon as they enter the Central Room

• Assists guests with hand luggage

• Places small stool for hand bags, brief cases by chair side

• Connects and give recognition to all guests, “makes them feel special”

• Help guests decide where to sit and escort guests to seats

• Encourages guests to choose a beverage, offers newspaper, automatically places hot towel on table top

• Coordinates menu orders, canapes for side serve, with the kitchen, bars and coffee stations

• Helps guests to choose wines and cocktails from the beverage menu

• Gracefully serves beverages and canapes/pastries to guests, chairside

• Offers beverage replenishment to guests before clearing in glasses/cups

• Resets seats and tables

• Clears tables and chair sides

• Provides full chair-side service for guests

• Promotes the cocktail hour and afternoon tea service

• Walks around in assigned area regularly to check guest’s comfort

• Ensures all departing guests receive a personal farewell

Manages day-to-day operations in the Reception Area and allocated Rooms

• Circulates to ensure immaculate presentation of the Reception Area and Central Room

• Prepares and set up workstations professionally

• Ensures stewarding uplift and refresh clear in station at appropriate intervals

• Maintains/updates knowledge of all beverages and canape/pastry items, menus

• Rotates to deliver services in the Reception Area and Central Room as assigned

• Keep service on-track and up to standards

QUALIFICATIONS & EXPERIENCE

Minimum Qualification: High School Diploma or Relevant certifications in hospitality or customer service

Minimum Experience: 2 years minimum work experience within a luxury hotel or high-end restaurant/club/lounge

Flight attendant for an international airline for at least two years