Description of work:
Manage and direct the operation and team with optimal resources and maximum benefit principles to maintain efficient and quality service within the Lounge. Perform quality perfect greeting con-currency, and lounge services according to procedures to protect and increase customer satisfaction and lounge service Quality.
Duties and Responsibilities:
- Perform regular checks and monitor the buffet section to make sure all standards are met.
- Check the compliance of staff clothing during working hours (uniform, hairstyle, make-up, etc.) according to the code of conduct and the rules of behavior.
- Analyze all guest requirements and register customer complaints while advising the management on various suggestions to resolve customer care-related issues.
- Ensure that all times food offerings on the menu are consistently delivered according to the agreed product specifications.
- Ensure that service and stock delivery times are in line with response times to changes on the reader and are being met and exceeded.
- Ensure quality service for corporate and individual guests at the lounge
- Develop an innovative approach during the different stages of the service to improve customer satisfaction
- Monitor, measure, and improve success in achieving objectives, the effectiveness of all processes, and performance results under his/her responsibility.
- Eliminate the shortcomings that prevailed during the evaluation of customer satisfaction and create an action plan and maintain its application relating to its treatment to increase customer satisfaction.
- Provide and distribute, control, and approve all forms of documents relating to the services provided and protect them in its unit.
- Ensure that company policies and procedures are strictly adhered to.
- Control and maintain the quality and good presentation and report feedback on services provided to customers to improve customer satisfaction.
- Prepare and follow up on daily employee plans to maintain seamless service- Process tracking and reporting necessary to manage “first class” customer service operations.
- Perform daily checks of manifests, etc.
- Make an excellent report to the customer and aim for 100% Customer satisfaction
- Report guest comments and take immediate action when possible.
Qualifications and Requirements :
- Diploma in Hospitality Management, Food, and Beverages preferably from a recognized institution.
- Supervisory certificate will be an added advantage.
- At least 2 year’s experience in a similar position and environment
- Computer literate
- MUST be above 30 years of age.
Skills and Abilities
- Ability to work in a first paced environment
- Ability to stand for long hours.
- Articulate and able to communicate well in both written and oral English and Kiswahili
- Ability to establish and maintain excellent mutually beneficial working relationships with staff and other departments to ensure the smooth running of the section.
- Should have excellent management, organizational, and communication skills.
- Should have exceptional customer service skills.
- High level of integrity.
- Strong analytical skills.
- Independent thinker.
How To Apply
Send your resume, testimonials, and cover letter to [email protected]
