Executive Club Lounge Manager

1. Operational Excellence & Service Quality

- Oversee daily operations including private check-in/out, concierge services, and F&B presentations (Breakfast, Afternoon Tea, Evening Cocktails).

- Ensure all service standards are strictly met or exceeded.

- Review VIP arrival lists daily to ensure room assignments, preferences, and amenities are flawlessly executed.

- Maintain the physical environment of the Lounge, ensuring it remains a pristine, quiet, and exclusive sanctuary for guests.

2. Guest Relations & Personalization

- Act as the primary point of contact for Club guests, anticipating needs and resolving complaints with professional recovery strategies.

- Drive the "Guest Recognition" program by maintaining detailed guest profiles and preferences in the PMS (Opera).

- Proactively engage with guests to collect feedback and drive GSS scores.

3. Financial & Revenue Management

- Drive upsell programs at the Front Desk and within the Lounge to maximize incremental revenue.

- Manage the departmental budget, controlling labor costs and F&B par levels to minimize wastage.

- Collaborate with the DOSM/Revenue Manager to optimize Club Floor inventory and pricing.

4. Leadership & People Development

-Recruit, train, and mentor a high-performance team focused on luxury service behaviors.

-Conduct daily briefings and monthly departmental meetings.

-Perform regular "Service Audits" and provide real-time coaching to staff.