Job Summary:
The VIP Lounge Manager is responsible for managing the operations of the VIP Lounge at the AIA carnival. This role requires exceptional leadership, operational management, and guest service skills to ensure a seamless experience for all attendees. The supervisor will oversee the lounge’s daily operations, manage staff, and ensure that the VIP Lounge meet the highest standards of service and hospitality.
Key Responsibilities:
Operations Management:
- Lounge Operations Oversight:
- Manage the daily operations of the VIP lounge and others lounges and ensuring efficient service during peak carnival hours and events.
- Coordinate the setup and breakdown of lounge facilities, including seating arrangements, beverage stations (bar and redemption counter) and rest areas.
Staff Management:
- Staff Scheduling: Help create and maintain staff schedules to ensure adequate coverage during peak and off-peak hours.
- Train, and supervise staff members, ensuring they are well-equipped to serve both public and VIP guests effectively.
- Conduct regular briefings to keep staff informed about service standards, event schedules, and guest expectations.
Communication and Collaboration
- Team Collaboration: Work closely with other departments to ensure cohesive operations and communication.
- Reporting: Prepare and present reports highlighting staff performance, logistical needs, and any operational challenges.
Inventory and Supplies Management:
- Monitor inventory levels for beverages, snacks, and consumable supplies, ensuring adequate stock is available at all times.
- Collaborate with vendors to ensure timely delivery of premium beverages and supplies for the VIP lounge.
- Conduct regular inventory audits to track stock levels and identify trends in consumption. This helps in adjusting future orders and minimizing waste.
Quality Control:
- Establish and enforce service standards and operational procedures for both the VIP Lounge, ensuring compliance with health and safety regulations.
- Conduct regular inspections of the lounge facilities, rest areas, and restrooms to maintain cleanliness and organization.
Guest Experience:
Public Guest Engagement:
- Ensure the public lounge area provides a welcoming atmosphere, effectively managing the one-free-drink redemption process and addressing guest inquiries.
- Provide excellent customer service to all attendees, ensuring that the general public feels valued and well-cared for during their time at the carnival.
Conflict Resolution and Problem Solving:
- Address any guest complaints or issues with professionalism and urgency, ensuring both public and VIP guests feel heard and valued.
- Resolve conflicts effectively by empowering staff to take initiative and make decisions that enhance guest satisfaction.
Ambiance and Experience:
- Curate an inviting atmosphere in both the public and VIP areas, paying attention to decor, seating arrangements, and overall comfort.
- Assist to organize and facilitate special events or experiences within the VIP lounge, such as tastings or meet-and-greet opportunities with industry leaders.
Feedback Collection and Improvement:
- Gathering feedback from both public and VIP guests, analysing responses to identify areas for improvement.
- Actively seek guest insights to continuously enhance the overall experience in the VIP Lounge.
Requirement:
- A university degree or higher diploma in Hospitality Management.
- Proven experience: At least five years of managerial experience in a hospitality operation, with international exposure being an advantage.
- Industry expertise: Sound knowledge of F&B management, fine dining products, event management and current trends in local and international cuisines and wines.