Lounge Manager

Roles and responsibilities

Reporting to the Manor Club Assistant Manager, the Manor Club Team Leader is responsible for all aspects of guest service in the daily operation of the Manor Club Lounge and Apartment Lounge, always ensuring the highest levels of guest satisfaction.

Essential Duties and Responsibilities

• Ensures brand standards have been implemented.

• Ensures that all the Food and Beverage Essentials are implemented.

• Facilitate the training and development of the Manor Club/ Apartment Lounge Team.

• Train team members on processes, SOPs, and standards to ensure consistent and high-quality service delivery.

• 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.

• To be available at peak hours of Manor/Lounge (during breakfast, Afternoon Tea and Evening Cocktails sessions).

• Proceed with check-in/check-out or/and registration when is required at the Manor Club.

• Review folios.

• 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 and Opera Cloud System.

• Computes bill and accepts payment.

• Performs the function of cashier as required.

• Verifies cash received ensuring only genuine money been collected.

• Strictly adheres to all policies and procedures issued by the Finance Department regarding cashiering and cash handling.

• Has a thorough knowledge and understanding of all food and beverage items in the menu and the ability to recommend Food and Beverage combinations and up sell alternatives.

Desired candidate profile

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.

• Appear as a role model to Manor Club/Lounge department.

• Understands and strictly adheres to rules and regulations established in the associate handbook and the Hotel’s policies concerning fire, hygiene and health and safety.

• Ensures high standards of personal presentation and grooming.

• Responds to changes in the Food and Beverage function as dictated by the industry, company and hotel.

• Ensure that Rosewood brand standards, LQA, FORBES, Sequence of service, product knowledge and all other departmental standards are implemented daily.

• Attends training sessions and meetings as and when required.

• Carries out any other reasonable duties and responsibilities as assigned.

• Elaborate daily closing reports when needed

Confidentiality

Whist 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.