Lobby Lounge Manager SOFITEL

To lead and oversee the daily operations of the Lobby Lounge, ensuring the highest level of personalized service, product excellence, and brand representation. The role focuses on creating exceptional guest experiences, driving revenue through strategic initiatives.

KEY ROLES & RESPONSIBILITIES

Operational Excellence

• Oversee and coordinate all Lobby Lounge operations to ensure smooth, efficient, and refined service delivery.
• Ensure ambience, presentation, and service consistently reflect the brand s luxury standards.
• Conduct regular inspections of service areas to ensure hygiene, cleanliness, and setup excellence.
• Implement and monitor SOPs in line with corporate and local F&B standards.

Guest Experience

• Lead by example in providing gracious, attentive, and intuitive service.
• Handle guest feedback promptly, ensuring effective service recovery and reinforcing guest loyalty.
• Maintain and update a database of guest preferences to support personalized experiences and repeat visits.

Team Leadership & Development

• Demonstrate superior product knowledge across all menu items, including afternoon tea, beverages, and seasonal offerings.
• Recruit, train, and develop a high-performing team that embodies the hotel s service philosophy.
• Conduct daily briefings, performance evaluations, and ongoing training focused on guest engagement, product knowledge, and upselling.
• Foster creativity and initiative among team members to enhance guest experiences.
• Ensure professional grooming and behavior in line with brand standards.

Financial Performance

• Manage outlet financial performance through cost control, inventory management, and revenue optimization.
• Collaborate with F&B Management and Finance to review budgets, forecasts, and profit margins.
• Monitor sales trends, identify opportunities, and implement strategies to maximize profitability.

Collaboration & Compliance

• Liaise effectively with Kitchen, Engineering, Housekeeping, and Stewarding teams to ensure seamless operations.
• Ensure full compliance with HACCP, Municipality, and hotel sustainability, health, and safety standards.
• Oversee daily opening and closing procedures, cash handling, and reporting accuracy.

PERSONAL ATTRIBUTES

• Strong sense of ownership and attention to detail, reflecting a five-star service culture.
• Exceptional communication and interpersonal skills.
• Sophisticated presentation and grooming reflective of a luxury environment.
• Strong leadership and people management abilities.
• Creative mindset with a passion for hospitality and guest engagement.
• Culturally aware and capable of managing a diverse, multicultural team.
• Excellent problem-solving and decision-making skills.