Club Lounge Supervisor

Major Responsibilities

• Create and strategize duties and responsibilities of Club Lounge colleagues and ensure that work processes are in a logical order
• Ensure proper staffing at all times
• Ensure that Legendary Quality Experiences, policies and procedures are properly understood and followed through
• Perform all aspects of colleague and training functions, including hiring, performance appraisals, counselling, coaching, training, disciplinary actions
• Ensure and maintain a very high standard of personal hygiene, behavior and grooming standards of staff
• Ensure that the Legendary Service Training manual is continuously updated, maintained and used effectively
• Perform any other reasonable duties as required by the Front Office Manager or the Rooms Manager. 
• To respond to changes in the Rooms function as dictated by the industry, company and hotel.
• Work very closely with other sub-sections of the Front Office to provide the Mandarin Oriental personalized service to the guests.
• To attend training sessions and meetings as and when required.
• Perform any tasks as assigned by the Management 

Human Resources/ Colleagues

• To oversee the punctuality and appearance of all Club Lounge employees, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
• To plan and implement effective training programmes for all Club Lounge employees in coordination with the Training Manager and Departmental Trainers.
• To develop the skills and effectiveness of all Club Lounge employees through the appropriate training, coaching, and/or mentoring.
• To support the implementation of Mandarin Oriental’s guiding principles.
• To ensure that employees have a complete understanding of and adhere to employee rules and regulations.
• To ensure that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.

 Guest Service

• To ensure that all Club Lounge Agents deliver the Mandarin Oriental’s guiding principles and provide exceptional guest service at all times.
• To ensure that Club Lounge Agents also provide excellent service to internal customers as appropriate.
• To assist Executive Club guest room allocation.
• To assist in greeting and checking-in VIP and Long Stay guests, or to ensure that they are met personally.
• To ensure that all Club Lounge Colleagues are familiar with the hotel’s products and services.
• To implement consistent guest recognition programmes and maintain a relevant guest history database.
• To personally and frequently verify that guests are receiving the best possible service during check-in and check-out.
• To ensure that guest history records are accurately maintained and all repeat guests preferences are met.

 Food and Beverage

• Trains, evaluates and schedules Club Lounge staff in accordance with the standards of the company policies and guidelines.
• Develop and implement system for checking maintenance of tabletop supplies through staff side work duties.
• Create side work schedules for all positions. Ensure compliance and follow through.
• Keep record and communicate of any exemplary or deficient examples of food, décor or service.

• • • • Provide excellent service at all time to all of our guests
      • Assist Guest courteously and efficiently
      • Managing day- to day operations
      • To supervise the maintenance and cleanliness of the lounge at all times
      • Excellent knowledge of food and beverage.
      • To manage proper staffing level.
      • To manage proper supplies level.
      • Conduct daily communication meeting with staff prior to shift
      • Ensure Club Lounge service standard.
      • To visit all of our guest tables during or after their visit, to ensure satisfaction.
      • Uphold and enforce all hotel policies and procedures as stated in hotel colleague handbook.
      • Coordinate all aspects of service to include but not limited to:
  • Food and beverage requirements

• • Timing of events
  • Special attention guests
  • Table setup
  • Special requests
  • Complimentary desserts, drinks etc.
  • Billing instructions
  • Authorized signatures
  • Décor (to include floral) requirements

Hygiene and Cleanliness

• Ensure that hotel grooming and hygiene standards are being maintained, enhancing a professional image
• Ensure that the environment of the outlet is being maintained to MO standards

Health and Safety

• Be aware of, and comply with, safe working practices as laid down under FHLSS. This will include your awareness of any specific hazards at your work place
• Be aware of, and comply with local and relevant Food Acts.
• Wear any appropriate protective clothing provided by or recommended by the Hotel.
• Report any defects in the building, plant or equipment according to the Hotel procedures.
• Ensure any accidents to colleagues, guests or visitors are reported in accordance with Hotel procedures.
• Attend all statutory fire training and to be fully conversant with and abide by all rules concerning, fire, health & safety.

• Be aware of Fire safety plans
• Adhere to Safe & Sound procedures regarding Health & safety
• Attend any training deemed appropriate by your Head of Department