Executive Lounge Supervisor

Department

Executive Lounge

Job posted on

Aug 26, 2025

Employment type

Probationary

Job Responsibilities:

Guest Service & Experience

• Maintain a flawless presentation and ambience in the Executive Club Lounge, reflecting five- and six-star luxury standards at all times.

• Recognize and build rapport with repeat guests, fostering long-term guest loyalty and personalized service.

• Proactively identify and resolve guest concerns, turning service challenges into positive experiences and memorable moments.

• Continuously elevate the Executive Club Lounge experience by proposing enhancements aligned with guest preferences and expectations.

Team Supervision

• Provide hands-on leadership during peak service hours and ensure all team members uphold the highest service standards.

• Promote a culture of accountability, professionalism, and guest-centricity within the team.

• Reservation and Room Assignment

• Coordinate with relevant departments to ensure accurate Executive Club guest reservations, pre-arrival arrangements, and special requests are fulfilled.

• Monitor and manage room assignments, VIP arrivals, and special amenities in collaboration with the Front Office and Housekeeping teams.

Administrative & Reporting

• Monitor inventory of supplies, linen, equipment, and amenity stock levels to support seamless lounge operations.

• Submit timely reports and logs on lounge activity, guest feedback, and team performance metrics.

• Maintain and update SOPs and checklists to ensure consistency and operational continuity.

• Standards & Compliance

• Conduct regular quality checks and service audits to ensure consistency, alignment with brand standards, and compliance with operational protocols.

• Enforce cleanliness, safety, and hygiene practices throughout the lounge in accordance with Health and Safety standards.

• Drive ongoing training and service refreshers for the team to maintain compliance and elevate service delivery.

Upselling & Revenue Awareness

• Identify and communicate upselling opportunities for premium services, specialty menus, and additional guest offerings.

• Collaborate with the Culinary and F&B teams to implement revenue-generating concepts such as themed cocktails, set menus, or exclusive tastings for Executive Club guests.

• Support initiatives aimed at improving departmental profitability while preserving service quality.

Flexibility

• Adjust staffing levels and shift allocations based on occupancy patterns, event schedules, and forecasted guest traffic.

• Remain adaptable in responding to evolving guest needs, cross-departmental support, or last-minute operational requirements.

Safety and Security

• Promote and enforce guest safety and security protocols in line with hotel and corporate standards.

• Respond promptly and effectively to emergencies, incidents, or unusual occurrences within the lounge area.

• Ensure staff are trained and equipped to act responsibly during emergency situations.

Food Safety & FSMS Compliance

• Demonstrate a strong, practical, and knowledgeable understanding of Nustar's Food Safety Management System (FSMS).

• Ensure strict adherence to FSMS protocols across all food and beverage services within the Executive Club Lounge.

• Collaborate with Culinary, Stewarding, and Quality Assurance teams to maintain operational hygiene, food safety, and service excellence in compliance with company standards.

Additional Skills:

Cross-Department Collaboration

• Foster strong coordination with Front Office, Housekeeping, In-Room Dining, Sales, and Culinary teams to ensure seamless guest experiences across all touchpoints.

• Act as a liaison for guest-related requests, ensuring all departments are aligned and proactive in delivering personalized service.

Discretion and Confidentiality

• Handle sensitive guest information and internal matters with the highest level of professionalism and confidentiality.

• Ensure VIP and Executive Club guest preferences and personal data are protected in accordance with hotel policy and privacy standards.

Cultural Awareness & Multilingual Ability

• Demonstrate cultural sensitivity and inclusiveness when engaging with international guests from diverse backgrounds.

• Proficiency in multiple languages is a significant advantage and contributes to deeper guest engagement and satisfaction.

Crisis Management

• Respond effectively and calmly in high-pressure or emergency situations, ensuring guest and team safety while minimizing disruption.

• Serve as the point of contact for incidents occurring within the lounge and support management in incident reporting and resolution.

Anticipating Guest Needs

• Exhibit a proactive mindset by recognizing and anticipating guest needs before they are expressed, ensuring seamless and personalized service delivery.

Mentorship & Talent Spotting

• Actively mentor junior team members, offering coaching and performance feedback to support growth and development.

• Identify potential talent within the team and support succession planning and internal promotions.

F&B Experience

• Possess in-depth knowledge of food and beverage service, including wine and cocktail presentation, set menu coordination, and dietary accommodations.

• Confidently support Chef and the F&B team in service planning, menu execution, and guest engagement during all meal periods.

Front Office Proficiency (Opera Cloud)

• Be fully proficient in Opera Cloud for guest profiling, reservations, room assignments, guest history tracking, and arrival preparation.

• Ensure accurate data entry, billing coordination, and efficient communication between the Executive Lounge and Front Desk teams.

Problem-Solving Ability

• Demonstrate strong analytical and decision-making skills when addressing guest concerns, operational bottlenecks, or service gaps.

• Take initiative to resolve issues on the spot, escalating only when necessary while ensuring guest satisfaction remains the top priority.

Key Result Areas:

• Excellent communication skills- verbal and written communication to interact effectively with guests and team.

• Leadership and team management-ability to motivate, train, and manage a diverse team.

• Customer service excellence- strong focus on guest satisfaction and handling difficult situations diplomatically.

• Problem-solving and conflict resolution- quick thinking and tactful resolution of guest complaints and operational issues.

• Attention to detail- maintaining high standards of cleanliness, service, and ambiance.

• Organizational skills- efficient in managing schedules, inventory, and administrative tasks.

• Multitasking ability- handling multiple guests and operational issues simultaneously.

• Knowledge of opera- sales acumen (ability to identify upselling opportunities and promote services.

• Cultural sensitivity and adaptability- comfort in serving guests from diverse backgrounds and adapting to their preferences.

Qualifications:

• Cross-Department Collaboration

• Discretion and Confidentiality

• Cultural Awareness & Multilingual Ability

• Crisis Management

• Anticipating guest needs before they are expressed

• Mentorship & Talent Spotting

• F&B experienced

• Proficient in FO (Opera Cloud)

• Problem-solving ability