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Executive Lounge Manager

The Executive Lounge Manager is responsible for managing the day-to-day operations of the Executive Lounge to meet the business requirements and guest satisfaction whilst ensuring the highest professional services by the Pullman service standards

What is in it for you:

• Employee benefit card offering discounted rates at Accor worldwide.
• Learning programs through our Academies.
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities.

What you will be doing:

Customer relations
• Develop high-quality relationships with guests throughout their stay.
• Handles any guest complaints or contentious issues that cannot be settled directly by a receptionist or the Receptionist Team Leader, providing a rapid solution.

Professional Techniques / Production 
• Communicates with the other departments
• Ensures that guest documentation and information is available and up-to-date.
• Supervises guest welcoming operations and room sales.
• Coordinates the front office team.
• Organizes and plays an active role in welcoming guests
• Organizes guest arrivals and departures with the team
• Prepares the hotel room status report (number of occupied rooms compared to the number of rooms sold)
• Is responsible for the completion of official guest identification forms
• Ensures that internal procedures are duly applied
• Check room reservations and the VIP guest list
• Keeps track of the standard of services delivered, based on guest comments and quality audits
• Is capable of moving people from their rooms and handling difficult situations
 

Team management and cross-departmental responsibilities 

FRONT OFFICE• Modifies working methods to comply with the brand philosophy
• Prepares an action plan in conjunction with the Front Office Manager and passes it on to teams
• Helps connectors manage their stress
• Involves and motivates teams on a day-to-day basis
• Helps integrate newcomers to the team
• Trains connectors
• Applies and respects labor legislation
• Ensures that the organization and size of the team (receptionists & welcomers) match the level of hotel activity on a daily basis 

FOOD & BEVERAGE

• Direct and oversee all hotel operations during the night shifts to ensure guest satisfaction and safety.

• Conduct briefing for all staff during Night Shift.

• Inform all Overnight connectors of night activities, group and VIP arrivals as well as special requests and repeat guests.

• Manage the night shift in the department ensuring all connectors perform the tasks assigned to them and coordinate Front Office activities with other departments. 

• Must actively participate in the decision-making process on guest relocation for nights when over capacity, execute accordingly, and ensure a smooth relocation process. This effort must be coordinated with the Front Office Manager and/or Manager on Duty prior to shift start.

• Ensure the accurate completion of the daily night in a timely fashion.                          

Commercial / Sales  

• Ensures the whole team is up-to-date with the sales priorities for the day, as initiated by the Front Office Manager

• Innovates to improve the welcome provided for guests and organization within the teams
• Ensures application of the hotel's pricing policy
• Is familiar with the hotel's environment and competitor hotels
• Ensures guests are satisfied with their stay as they leave, informing his/her superior if necessary
 

Management and administration  

• Takes part in preparing the room pricing policy and in increasing REVPAR.
• Motivates and drives the team to meet the department's quantitative targets
• Closes total cash operations and resolves any discrepancies in the balance
• Carries out the month-end closing operations, ensuring sufficient funds for upcoming invoices
• Checks the guests' ongoing bills every day
• Checks the previous day's statistics (occupancy rates, average room rate, number of people etc.)
• Ensures security of revenue and money flows
• Undertakes any necessary actions to recover debt.
• Updates dashboard charts
• Manages travel agent commissions and any litigations.
 

• Vocational diploma or degree in hospitality or F&B studies, at a hospitality studies management school or anyone with significant experience in another customer service or reception position.
• Previous experience as a receptionist, Team Leader, or Assistant Front Office Manager.
• Computer literate (Windows environment), PMS, Hotix, and Tars, and an aptitude for new technologies.
• Languages: fluent in the national language, Business English, and a third language would be a plus.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.