Lounge In-Charge (Supervisor)

About Plaza Premium Group

Plaza Premium Group has been dedicated to enhancing travel experiences since its inception in 1998 in Hong Kong. Growing into a global company with a diverse team, its mission is to make travel better for all. The company operates across four main segments: airport lounges, terminal hotels, meet & greet services, and various airport dining options, providing premium service accessible to all travelers.

Job Scope

You will oversee the entire lounge operations during your assigned shifts, stepping in as Lounge In-Charge when the Lounge Manager or Duty Manager is unavailable. Your role is critical to uphold exceptional service, ensure guest satisfaction, maintain operational efficiency, and comply with company and regulatory standards, including Saudi Arabia's requirements.

Key Responsibilities

• Lead lounge operations in the absence of senior management during assigned shifts, making operational decisions as needed.
• Supervise all functional areas such as reception, food and beverage services, and housekeeping to ensure smooth daily operations.
• Manage guest check-in and admission, adhering strictly to company policies and lounge access protocols.
• Welcome guests with professionalism and courtesy, handling their inquiries, feedback, and complaints promptly to ensure service recovery.
• Mentor and support Guest Service Officers in their operational duties and customer engagement.
• Maintain vigilance over lounge cleanliness, comfort, and readiness at all times by coordinating with housekeeping, maintenance, and kitchen teams.
• Oversee cash handling, billing accuracy, and documentation for lost and found items, abiding by company procedures.
• Monitor staff adherence to service standards, grooming, conduct, and assist in staff scheduling and attendance management.
• Protect the confidentiality of guest data and operational information.
• Provide training and coaching for both new hires and current guest service personnel.
• Compile basic operational reports and escalate issues to higher management when necessary.
• Conduct opening and closing procedures, ensuring the lounge is fully prepared for operation.
• Manage guest flow and lounge capacity effectively, especially during peak times, to uphold quality service.
• Respond to incidents and emergencies in coordination with airport authorities, airlines, and partners.
• Track inventory levels, coordinating with relevant departments for stock requirements.
• Perform miscellaneous tasks as directed by Lounge Manager or Duty Manager.

Candidate Requirements

• Diploma or Bachelor's degree in Hospitality Management, Business Administration, or related disciplines is preferred.
• Between 3 and 5 years’ experience in guest services, hospitality, or airport lounge operations, including supervisory responsibilities.
• Strong customer service orientation coupled with effective problem-solving capabilities.
• Leadership skills to motivate and guide service teams in a dynamic environment.
• Capability to independently manage lounge operations and make prudent decisions during shifts.
• In-depth understanding of service quality standards and guest handling practices.
• Proficient in managing cash transactions and maintaining precise records.
• Fluent in spoken and written English; Arabic language proficiency is mandatory.
• Flexibility to work varying shifts, including weekends and public holidays.
• Professional demeanor, positive outlook, and strong interpersonal communication skills.