Executive Lounge Associate

Job Description

We are Heartists? ?Heartist?? describes both our culture and who we are. Everything we do comes from the heart, and we?re experts in what we do. Generous, attentive, and free, we ensure that everyone can come as they are, and feel like they belong. As one big team, we know that only together can we do amazing things!We believe that the world is more welcoming when we?re connected. So that we see what we have in common, instead of what sets us apart.Life in MovenpickWe create Moments.At Movenpick, we believe indulgence isn?t a privilege ? it?s a crucial ingredient in our recipe for happiness. Savouring life?s natural pleasures brings fulfilment, appreciation and positivity. When you smile at life, life smiles back.The Role:

• The Executive Lounge Associate will be dynamic and efficient to serve all guests with a professional, warm and positive attitude. She/he will be the main actor in the check in and check out process, the executive lounge experience including F&B Offer, Happy Hours and will be available to provide assistance to all guests.

• Takes reservations over the email, phone, by fax or internet, and handles all associated operations.
• Increases and optimises room sales in line with the brand and hotels sales policy
• Manages niche indulging experiences in the Executive Lounge acting with ownership.

Key Deliverables and Responsibilities:Planning & Organizing:

• The Executive Lounge Associate will be very often the first person that a guest will come to see to look for a service or assistance. The greeting and attitude of the Executive Lounge Associate will influence a lot the opinion that the guest will have of the overall hotel.
• Being at the service of the guest, the first task of the Executive Lounge Associate is to be available at any time for the guest. Greeting with a smile, a warm & positive attitude are essential. The guest has to feel expected and welcome at any time.
• Adheres to the reporting requirement of the Front Office as outlined by the Front Office Manager.
• Knows the hotel?s facilities and services well and takes every opportunity to promote them to all the guests.
• Knows the cities? main landmarks and attractions.
• Respects and applies the hotel and brands pricing policies.
• Knowledgeable of Municipality policies and regulations when it comes to food handling.
• Fully conversant with all services and facilities offered by the hotel.

Set ups tables and bars in accordance to food & beverage standards.

• Implements the Revenue Management policy.

Operations:

• Present and visible in the lobby, he or she is easily identifiable by guests as the person to whom they should go. He/she is pro-active in assisting all the guests.
• In the scope of the Front Office, is able to accommodate all the guests requests.
• Contributes to guests sense of well being, establishing a lasting and trusting relationship.
• Handles guests requests for information and provides answers; puts them in contact with the appropriate Heartist if necessary.
• Thanks to his/her special relationship with guests, provides comprehensive personal information on them (customer profile).
• Handles any customer problems? as required.
• C/I & C/O: The Executive Lounge Associate will ensure that all C/I and C/O are made in line with the standards established. She/he will be especially attentive on the audit, immigration & guest history issues. She/he will then ensure that the operations handled by her/his own are fully completed and correct.
• Executive Bookings & VIP: The Executive Lounge Associate will be attentive that each VIP guest or Executive booking is ushered immediately.
• Guest requests follow up: The Executive Lounge Associate will be ready to help the guest with any request.
• Handover: At end of shift, the Executive Lounge Associate will clear her/his station and do a full and detailed handover with the following shift. She/he will check in details that her/his cashier report is correct, with all the backups attached.
• Selling / Up-selling: The Executive Lounge Associate will take every opportunity to sell the hotel facilities and services to the guests.
• Privacy: The Executive Lounge Associate will be attentive to respect the privacy/confidentiality of all the hotel guests.
• Breakfast & F&B Operations: Manage the operations of the F&B offer at the F&B Lounge which includes Breakfast Operations, Happy Hours and other niche offerings

• Monitors movements in the Executive Lounge with discretion.
• Ensures that the lounge remains clean.
• Follows up the administration of reservations very thoroughly, making check-in operations easier for the front desk team.
• Transforms a request for information into a potential reservation as soon as there is an opportunity.
• Presents the brand and/or Groups loyalty programme to customers; adapts the sales pitch to each customer.
• Counters any objections with a suitable and structured sales argument; passes on any questions that cannot be answered to his/her superior.
• Handles reservations by applying the various step-by-step processes defined by the brand (Reser-Vision)
• Enters reservation details precisely and correctly using Opera and ResWEB.
• Ensures that information is passed on to the people concerned.
• Confirms the reservation; takes care over written communication.
• Handles the No Show & Late cancellation report on daily basis and apply charges when applicable.
• Process all the non refundable deposits and post charges into the PMS.
• Review Booking.com early departure on daily basis and do the proper adjustment on the extranet.
• Rapidly identifies the new customer and modifies the sales pitch accordingly.
• Suggests other Accor hotels to customers if the hotel is full.
• Ensures that health, hygiene and safety regulations are complied with and applied in the department in compliance with HACCP standards and procedures.
• Is responsible for the food hygiene and safety of the outlet by ensuring that all equipment are working properly and are trained to work safely with it.
• Performs opening and closing procedures established for the Place of Work as assigned.
• Ensures that the par stocks for all operating equipment and supplies are strictly adhered to and that the outlet is adequately equipped. To keep food & beverage consumables to par level, ordering and rotating.
• Assists in conducting monthly inventory checks on all operating equipment and supplies.
• Assists in controlling the requisitioning, storage and careful use of all operating supplies and equipment (OS&E).
• Monitors operating supplies by maintaining and controlling established food & beverage par stock and operating supplies to ensure smooth operation and to reduce spoilage and wastage.
• Has a thorough understanding and knowledge of all food and beverage items in the menu and the ability to recommend food & beverage combinations and up-sell alternatives.
• Is fluent in operation of MICROS POS system, as assigned.

Administration:

• Immigration records: The Executive Lounge Associate will ensure that all the guests who checked in during her/his shift are fully recorded the same day on the accurate immigration reports (CID as per UAE law).
• Replenishes Front Office supplies like stationery used for the operations as often as required and that the circuits of operations are followed strictly.
• Reports quickly any problem or question to her/his supervisor. The Executive Lounge Associate will read the reception logbook at the beginning of shift, follow up and keep it updated during his/her shift
• Ensures that all F&B records are maintained as per the Dubai Municipality guidelines.
• Explains the discrepancies in the potential food & beverage cost satisfactorily.

Keyskills :