Duty Manager, LHR T4D

Summary of Position:
To effectively deputize the Lounge Manager. To strategically optimize operational costs without affecting quality of service. To ensure the lounge is running smoothly, with duties assigned to the team, training provided and health & safety followed. To meet and greet the guests as well as monitor the lounge condition. To support the team to upsell where possible lounge facilities, such as Nap rooms, showers and upgraded drinks to the passengers. Support colleagues in the lounge when it is busy.
Duties & Responsibilities:
Assisting the Lounge Manager on the below:
Attending meetings with Senior Management on requested dates, ensuring policies are in place to manage and control F&B stock levels, increasing bar and reception sales, constantly analyzing business trends and competitors to provide the best customer experience to our guests, Work with other Supervisors to produce a standardized training manual for all lounges
Supervise the work of Reception, Front of House, Cleaning, Maintenance and Good Receiving teams to operate the Lounge
To manage the process for any kind of payment methods such as credit cards, loyalty card and cash. Ensure that shift/day/month end requirements are fulfilled as per procedures.
To overview and/or management of queues for lounge access and services such as showers,
Liaise with kitchen team to ensure smooth F&B operations,
Ensure the quality of food, guest services, hygiene, cleanliness and tidiness of all service areas achieve total customer satisfaction and meet company standards. Interact with guest whenever is possible and appropriate to ensure they are heart even if there is no complaint or incident,
Be considerate and proactive in terms of possible pain points for special assistance required guests,
Ensure the highest standard in personal appearance and demeanor in line with company grooming and personal hygiene standards.
Support the Lounge Manager with training new team members in their duties and explaining the standards
Monitor and track the upselling of program as Smart Traveller, providing training where needed to GSO
Carry out all functions of the GSO role as per company standards including the closing procedures
Greet, assist, receive and collect payment from Guests at the front reception and bar counter in a friendly manner
To carry out regular checks of all areas of the lounges, such as shower rooms and toilets to ensure consistent cleanliness and availability of the announced products and services,
To carry out regular checks on all service areas including buffets, self-service counters, beverage chillers etc. and ensure there is always adequate quantity and quality of offerings with proper FSMS conditions as per the presentation guidelines,
Carry out regular checks of all areas of the Lounge, maintain equipment inventories and records
To maintain adequate stock of all lounge items, service equipment and consumable,
Arrange for equipment maintenance and repairs, coordinate a variety of services such as waste removal and pest control. To support Duty Manager for organizing and executing the 3rd party visits according.
Handle and resolve issues or complaints in a professional manner (reply to all the guest queries via Email or telephone with 24 hrs)
Delegate tasks where necessary with prompt follow up,
To possess good knowledge in general information of the airport including facilities, flight schedules, airlines information, directions to gates, etc.
Handle administration duties, monitor attendance and timekeeping, updating the manager of any issues arising, Help do the Payroll & Roster, Control waste and costed Rota ,
Ensure Health & Safety requirements and training are met
Keep track of all the Lost & found Items,
Making sure that the First Aid Kit and Incident logbook are up to date,
To assist and supervise the team and conduct regular shift briefings and debriefings when is required,
Set, monitor, record and report measurable KPIs for the team members as per their respective scope,
Carry out 1:1 appraisal for not only for the new joiners during and when the probation is due to finish but also existing staff on regular basis.
Ensuring SOP manuals are in place, UpToDate and adhered to.
Manage any employee relations issues within the team and help perform all recruitment and selection.
To bring a proactive approach by researching new techniques, methods and ideas, to keep the lounge at the forefront of the industry
The days and times of work will be on rota basis over 7 days
Any other duties assigned by the manager within the scope of the position
To undertake other jobs assigned by Lounge Manager or Operations Manager from time to time not only at the originally designated workplace but also at other PPG operational sites.
To carry out regular checks of all guest of the lounges, by touching all tables and checking if the guest are having an enjoyable visit
To work in different terminals, depending upon the job requirements.
Qualifications / Essential Skills:
Previous supervisory experience in the hotel/hospitality sector
Passionate about delivering the highest levels of service with a desire to learn and work hard
Good knowledge of Culinary and F&B operations,
Experienced in opening and closing shifts
Keen to progress their career
Able to work effectively as part of a team and motivate staff
Possess a strong command of English both written and verbal
Be able to effectively delegate, Display strong leadership Skills
Demonstrate a passion for guests
Be able to inspire, influence and motivate others
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