Lobby Manager

Job Description

Job Summary:

The position is accountable for all aspects of the hotel Lobby operation. These include the effective running of the operation according to company service standards, guest satisfaction, complaints, check-in/out, and mentoring of lobby team members.

Key Job Tasks & Responsibilities:

• Ensure guests receive a warm and personalized hotel arrival and departure experience which includes a seamless flow of check-in and check-out.
•  Ensure guests receive the experiences as detailed in the brand standard operation procedures (SOP) and aim to achieve the score and goals set by management.
• Ensure service standards and individual performance are aligned with the Accor values.
• Manages all the aspects of daily operations at the lobby and entrance.
• Ensure smooth running of the hotel lobby operations by performing all tasks in adherence with the code of ethics as issued by Rixos Premium Seagate Hotel.
• Manages any incident that occurs during resident stay or guest visits due to service.
• Acts as a center of communication during any incident and takes immediate action to run the situation around to satisfying experiences.  
• To be responsible for all activities of the Hotel Lobby, which include staff scheduling, delegation of job tasks, monitoring, and supervision of service.
• To possess management ability that ensures a successful and profitable handling of the Hotel Lobby.
•  To hire, train, mentor, motivate, supervise, and discipline all the Hotel lobby employees.
•  To initiate and maintain a friendly yet discreet and unobtrusive service in greeting, seating, and waiting on all guests.
• To ensure consistency and correct service techniques for all lobby operations to be followed by all the hotel lobby staff members.
• To control the stock and ensure the availability of all materials and supplies.
• To observe and maintain the daily condition of all physical facilities and equipment in the restaurant, public area, and restrooms and make recommendations for corrections and improvement as needed.
•  To be able to prepare effective employee work schedules to reflect operating forecasts and to ensure that staff is scheduled within the given budgetary parameters set by the hotel.
• To regularly provide and complete performance evaluations for all employees and to make recommendations regarding career planning and development of individuals.
• To hold a daily meeting with all staff on duty and to attend all other scheduled meetings.
• To conduct daily training and monthly meetings.
• To ensure that employees at all levels of responsibility are treated fairly and consistently to achieve high morale and minimum turnover: promote teamwork and foster a harmonious working climate.
• Promote good guest relations and handle complaints or guests' concerns.
• To communicate with other departments to ensure a supporting team of professionals.
•  To ensure a safe working environment for all employees within the lobby.
• To recognize and address potentially intoxicated, disruptive, or undesirable guests.
• To handle and report employee and guest accidents.
• To respond properly to any hotel emergency.
•  To ensure timely submission of Employee of the Month nomination, weekly cleaning schedule, department meeting minutes, month-end reports, service standards evaluation, and post-promotion debriefing report.
•  To handle guest complaints and provide upper management with feedback.
•  To ensure weekly cleaning is executed thoroughly.
• To participate in marketing that pertains to the lobby. Observer industry trends and initiate effective promotions quarterly.

Qualifications

* Education: At least a Bachelor`s Degree or vocational diploma.

* Experience: At least 7 years of experience in the industry following theoretical education. 

* Foreign Language: Sufficient level of English to communicate with guests and employees.

* Courses and Training: Prior attendance in seminars and training in the related field.

* Computer Literacy: MS Office applications, Front Office programs (Fidelio, Opera, etc.).

* Skills: Has excellent command of guest profiles. Trains his/her team and instructs them on how to address guests. Knows, applies, and ensures application of all services and product ranges in the related field. Has knowledge of other departments and processes that it affects. Expected to have expertise, acquired through technical training, and long-term work experience concerning the methods, advanced techniques, special equipment, and work processes in the related field. Expected to integrate and coordinate the operations that concern an important unit in the facility.