Club Lounge Supervisor

4 days ago


Abu Dhabi, United Arab Emirates Mandarin Oriental Hotel Group Full time

**Position**: Club Lounge Supervisor (Full time #533063)

**Property / Office**: Emirates Palace, Abu Dhabi

**Location**: Abu Dhabi, United Arab Emirates

**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 th


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