Lounge Supervisor
- Keys Recruiters
- Cairo, Cairo Governorate, Egypt
وصف الوظيفة
- All LAT Data is confidential.
- LAT staff is to:
- Perform other duties as requested by immediate Superior within the scope of his/her function.
- Abide by and implement Quality Management System (Policies, Processes, Procedures, Work Instructions and in particular Service Level Agreements with LAT customers).
- Follow Health & Safety Policies and Procedures.
- Respect colleagues, co-workers, superiors, and individuals, and present a positive image of LAT within the community.
- Contribute effectively and pro-actively to the continuous improvement of LAT through suggestions, teamwork, and involvement.
- Abide by legal and regulatory requirements
- Perform the required services in a customer oriented and cost-effective manner
- Reports To (Administrative):
- Reports To (Operational):
Scope of Work
The Lounge Supervisor is responsible of overseeing and enhancing the operations of the Premium Lounge.
Our team have a shared commitment to ensuring that our guests expectations are exceeded on every occasion and that they deliver great service 100% of the time, whilst offering a unique taste of hospitality cultured, considerate, warm, and generous.
Duties, Responsibilities & Authorities
Duties & Responsibilities:
- Ensuring the smooth day to day running of the lounge, ensuring that a 5* service is delivered to Passengers.
- Managing the catering and cleaning services provided by 3rd party, Overseeing the ordering of all food and consumables.
- Completing monthly reports and providing regular updates in line with LAT procedures.
- Review customer reaction and feedback to service given to implement and action a plan for addressing any concerns.
- Leading, motivating, developing, and directing the team to maximize efficiency in customer service.
- Assigning duties, direct staff, coaches, and disciplines employees.
- Verifying and validating employees rosters, attendance, and overtime.
- Monitors grooming of Lounge team daily and report discrepancies.
- Creating an environment where constant improvement is actively encouraged and recognized, sharing common goals and objectives, through motivation, leaning and development, creating a service excellence experience.
- Assessing ongoing training needs so that all staff are trained to deliver a customer focused service. Provide on the job training when needed.
- Ensuring all staff are performance managed to Quality set objectives
- Ensuring all health and Safety and Food and safety legislation are adhered to.
- Delivering LAT commitments in accordance with Customers expectations
- Continually bringing added value to the contract though innovation and pro-activeness.
- Providing creative solutions to operational Airport challenges; foster positive working relationships with airport team to ensure effective team dynamics and resource efficiencies as well as consistency for Customer
- Ensure compliance with airline customers, following SOPs at all times.
- Cover for any Lounge Agent absence.
- All other duties as assigned.
- Within the Division:
- Hospitality Department
- With other Sections/Departments:
- Education & Experience (No. of years):
- BA in Hotel Management or Business Administration.
- Two to Four years of relevant experience in a senior position in the hospitality field.
- Airport Lounge experience (is a plus).
- Experience in providing high end quality in customer service and product to prestigious client(s).
- Catering experience (4 or 5 * Hotel or similar environment).
- Proven supervisory / team management experience.
- Passionate about customer service
- Leadership and people management skills.
- A proven ability to problem solving and decision-making experience.
- Planning and organizational skills.
- Excellent communication skills, both written and verbal (English & Arabic are a must, additional languages desirable).
- Commitment to continuous improvement.
- Motivated and Motivator
- Experience in providing high end quality in customer service and product to prestigious client(s)
- Computer literate (Office Word, Excel, PowerPoint).
- A good understanding of all regulatory and recommended procedures that relate to the airport environment.
- Flexible to work on various shifts (days, evening, nights, weekends, and holidays).
- Ability to follow processes and procedures and apply flexible approach when required.
- Willing to travel outside Lebanon for training and supervision.
- Understanding of food quality and presentation.
- Previous experience working in an aviation environment is desired.
- Full-time with rotating shifts
- On call duties are required as lounge operates 24/7.
