Executive Lounge Associate

Job Summary Executive Lounge Associate is responsible for all aspects of guest service in the daily operation of the Manor Club / Apartment Lounge, always ensuring the highest levels of guest satisfaction.

Essential Duties and Responsibilities

Learn all menus, this includes cocktail menus, wine lists and daily specials from the assigned Lounge for all meal periods. Have a thorough knowledge and understanding of all food and beverage items on the menu with the ability to recommend Food and Beverage combinations and up sell alternatives.

Verify that menus are well maintained.

Ensures that minimum brand standards have been implemented.

Ensures that all the Food and Beverage Essentials are implemented.

Responds to the results of the consumer audit and ensures that the relevant changes are implemented.

Works closely with other Outlet associates in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

Works in a supportive and flexible manner with other departments, in the spirit of “We work through Teams”.

Maintains par stocks of all equipment and guest supplies as required.

Seats, takes orders and serves food and beverage to guests according to the established sequence and procedures.

Presents menu, answers enquiries, and makes suggestions regarding food, beverage, and service to restaurant guests.

Clears and resets counters or tables at conclusion of each course.

Fully conversant with all aspects of the Micros System.

Computes bill and accepts payment.

Performs the function of cashier as required.

Verifies cash received ensuring only genuine money has been collected.

Verifies all credit cards presented by guest before validity of the card.

Strictly adheres to all policies and procedures issued by Finance with regard to cashiering and cash handling.

Ensures the delivery of brand promise and always provides exceptional guest service.

Provides excellent service to associate in other departments as appropriate.

Handles all guest and associate complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

Maintains positive guest and associate interactions with good working relationships.

Establishes a rapport with guests maintaining good customer relationships.

Attend on time training sessions and meetings as and when required such as LQA, FORBES, Sequence of service trainings, etc.

Ensure effective, prompt, and intuitive service by performing in the LQA, FORBES and brand standards.

Make sure the Manor Club and Apartment Lounge always appears clean and restful, orderly, and dignified.

Standard Responsibilities

Comply and adhere to the Rosewood company policies.

Take on other tasks in addition to the ones stated, in a reasonable framework.

Be a “brand ambassador” at all times and ensure brand integrity and clarity are always maintained.

Model the company’s culture, vision, mission, and core values at all times.

Ensure highest standards of personal presentation and grooming.

Handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.

Help the guest in every way possible from a simple question to an unusual request, as long as it is ethical, legal, and moral.

Memorize all the habits / dietary / preferences of the Club / Lounge guests and inform the Team Leader to update the guest’s profile.

Proactively make recommendations to guests for food and upsell beverage items.

Establish a professional rapport with guests maintaining good customer relationships.

Confidentiality While working for the company there will be access to a wide variety of confidential information concerning the company, guests, and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests, and employees, unless otherwise stated.

Health & Safety

Be aware of and comply with safe working practices as laid down under the Health and Safety rules, regulations, and procedures as applicable to your place of work. This will include your awareness of any specific hazards at your workplace.

The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory.

Report any defects in the building, plant or equipment according to hotel procedure.

Ensure that any accidents to Associates, guests or visitors are reported immediately in accordance with correct procedures.

Attend Fire, Health & Safety training and be fully conversant with and abide by all rules concerning Fire, Health & Safety.

Be fully conversant with :

Regulations

Risk Assessments for your department

Hotel Fire & Bomb Procedures

Other

The above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.

As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.

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