Lobby Manager

4 months ago

شرم الشيخ, Egypt RIXOS Full time

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.

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