Job Summary
Monitor club lounge for seating availability, service, safety, and well-being of guests. To maintain cleanliness and condition of bar, bar unit, tables, and other tools to ensure presentably and meets brand standards. Prepare and serve hot, cold, and /or alcoholic beverages. Stock necessary supplies, anticipate & communicate replenishment needs promptly. Ensure that all opening and closing duties are delegated and completed at the conclusion of each shift. Requisitions of all necessary supplies are ordered, received and stored/locked in their corresponding areas. Forecast additional meal requirements and communicate to the kitchen daily.
- Minimum Qualification:HND
- Experience Level:Mid level
- Experience Length:2 years
Job Description/Requirements
Responsibilities:
- Provide the highest quality of service to the guest at all times and anticipate and exceed guest expectations.
- Train new staff members on the highest quality of service to the guest at all times and anticipate and exceed guest expectations. Know and live the mission of the brand and the brand service standards.
- Supervise concierge lounge associates
- Always answer the telephone within three rings with a smile and answer questions accordingly or transfer as needed.
- Ensure that a floor ambassador is always presented to welcome and greet guests
- Ensure that hot food and cold food are provided in the lounge. Maintain food and beverage stations; bus tables.
- Own, resolve and follow up on guest issues within 15 minutes.
- Resolve all instances of guest dissatisfaction
- Report all instances of guest dissatisfaction to the general manager in order for proper follow-up through appropriate resolution and tracking.
- Assist guests with food and beverage needs while in the concierge lounge and clean the lounge as needed.
- Ability to work with spreadsheets for menus and guest count.
- Ensure security and confidentiality of all guest
- Maintain a clean and orderly work area in accordance with the standards. Complete daily/weekly cleaning schedule.
- Attend work on time as scheduled and adhere to the attendance policy.
- Participate in daily preshift. Facilitate high-powered preshifts in the absence of the manager.
- Practice safety standards at all times and keep the property safe for guests and fellow associates. Use wet floor signs as needed. Use personal protective equipment.
- Report unsafe conditions and suspicious activity to Loss Prevention/Management.
- Wear uniform, including nametag at all times in accordance with the Standards of appearance.
- Communicate properly and effectively with the guest, associates, and managers.
- Effectively respond to guest complaints.
- Promote teamwork and associate morale.
- Adhere to all work rules, procedures, and policies established by the company.
- Forecast additional meal requirements and communicate special requests to the kitchen
- Touch tables to ensure all guest's satisfaction is met or exceeded
Requirements:
- Minimum HND with at least 2 years in a similar role.
- Job Knowledge
- Flexibility/Adaptability
- Quality of Work
- Perseverance
- Quantity of Work
- Organization Skills
- Guest Focus/Customer Service
- Reliability/Dependability
- Judgment/Problem Solving
- Motivation/Initiative
- Cooperation/Teamwork
- Multi-tasking
Required Skills:
- Computer Literacy; Microsoft Office Suite
- Customer Service Aptitude
- Ability to Influence without Authority
Working Conditions
- Lift, carry or otherwise move up to 10 kg. regularly.
- Lift, carry or otherwise move up to 50 kg. occasionally with assistance.
- Regularly required to stand; sit; walk; reach; use hands to finger, handle or feel; climb, balance, stoop, kneel; talk and hear; taste and smell.
- Ability to be standing/walking
- Shift duty is required
Location: Asaba
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