Club Lounge Supervisor

2 weeks ago

Dubai, United Arab Emirates Sheraton Grand Hotel, Dubai Full time

POSITION PURPOSE
- To ensure the professional and effective running of the day-to-day Club Rooms and Lounge operations in accordance to all Sheraton Service Standards and in line with Marriott Hotels and Resorts Policies and Procedures.
- Responsible for Club GSAs performance improvement by contributing to short and long term training plans and ensuring its implementation.
- Responsible for providing our Club guests and top VIPs with the memorable experience by properly and consistently managing guests preferences.
- Follow and implement Sheraton Club program as per Brand Standards/Guidelines.
- Ensure smooth and efficient settling of the new associates in the job and the team

ESSENTIAL FUNCTIONS
- Ensure Sheraton Club lounge amenities and daily F&B program is on time, food is fresh and presentation is on brand.
- Ensure Enrollment for Club bookings daily, MTD, and YTD goals are not only met but exceeded.
- Activate the Sheraton Club Brand Differentiator at all times.
- Ensure that Club and Suites arriving guests receive their amenities and GPS as per preferences prior to arrival.
- Ensure achieving of the daily KPIs (GXP, MAGC, MAR and so forth)
- Ensure smooth and clear communication between Club GSAs and all other FO, HK, club and Room service associates.
- Ensure compliance with PCI policies.
- Ensure rooms allocation are made according to guest preferences and requests and based on the information available in Guest Planning Screen.
- Ensure Check in process meets the welcome arrival module and check out process meets the farewell module at all times with no failure.
- Ensure that club and suites guests’ requests and Defects are fulfilled and closed in GXP within 15 minutes as average response time assuring guests satisfaction and solution are as well personalized.
- Collects, communicates, logs and delivers guests’ preferences.
- Meet arrivals and departures and ensure satisfaction with check in and check out processes.
- Participate as a member of the Hotels Fire and Emergency Team as required.
- Ensure buckets are cleared at the end of every day from all checked our registration cards.
- Ensure with no failure that checking in and out guests are registered in the Government CID reporting system including scanning their passports.
- Ensure desk is at all times equipped with functional equipment and stocked with enough stationary and collateral, forms and order them in a timely manner.
- Ensure that all Club GSAs cashiers are closed with no pending or problems prior to GSAs departure.
- Together with Club Manager set a departmental development plan and conduct on and off job trainings to Club GSAs accordingly.
- Ensure accuracy of micros postings to avoid discrepancies.
- Take the necessary action to ensure FFE in the club lounge and back of the house is well maintained.
- Check and ensure cleanliness and tidiness of the FOH and HOH of the Sheraton Club. SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES
- Must be able to speak, write and converse fluently in English
- Must be able to speak in one additional language other than English
- Must be proactive
- Must have at least 2 years of experience as Club GSA
- Opera knowledge
- Decision Making and Leadership skills

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