Summary

The Lounge Supervisor is responsible for ensuring conformance to standard operating procedures and highest quality of service is delivered through efficient management of dedicated staff, continuous improvement of lounge products and services at dnata owned lounges including, but not limited to, airline lounges managed by dnata.

Duties and Responsibilities

  • Interact with lounge users, seek feedback, and identify areas of improvement, irregularities and other important information that may impact the operations
  • Ensure tip-top condition of lounge premises and equipment, report any issues faced
  • Keep abreast of lounge eligibilities from airline partners and frequent flyer programs
  • Good grasp of Lounge Visitor Registration System (LVS), prepare billing reports and Lounge Sweep monthly for submission to FIN team and airline partners
  • Coordinate lounge access requests with the senior management, and ensure appropriate procedures are followed in relation with lounge authorisation policy as stated in the company manuals
  • Responsible for the presentation of all food and beverages, ensuring quality and quantity are consistent, maintained and presented as specified
  • Maintain and control lounge inventories (consumables and expendables)
  • Ensure team members uphold food safety and hygiene standards in the lounge according to Hazard Analysis and Critical Control Points (HACCP) requirements
  • Responsible in managing the roster of Customer Service Officers and Assistants, ensuring adequate coverage for smooth operations
  • Monitor staff performance (including well-being, punctuality, and grooming), provide on-job-training, in-service training and coaching to all lounge staff
  • Ensure staff-on-duty complies with documentation requirement of updating work log records
  • Maintain effective discipline in the lounges, ensuring that all rules and regulations are adhered to and report to the Lounge Executive of any lapses
  • Ensure compliance with all workplace safety, security, and health policies and procedures
  • Perform any ad-hoc duties as assigned by the reporting manager or department head

Requirements

  • Minimum GCE 3 “O” levels and above
  • 3 years of working experience in airport lounges or 4–5-star international hotels in food and beverage operations, Front Office, Concierge Service or Butler Service
  • 1 years in a supervisory or leadership role