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Team Leader - Executive Club Lounge- Jumeirah Zabeel Saray

UAE - Dubai, United Arab Emirates
Competitive

Full job details

Recruiter
Jumeirah Zabeel Saray.
Posted
29/12/2016
Ref
JG15642
Location
UAE - Dubai, United Arab Emirates
Job Type
Front Office
Sector
Hotel
Job Level
Non-Management
 
About Jumeirah Group and Jumeirah Zabeel Saray

At Jumeirah, we are committed to encouraging and developing our colleagues in world class environments. We value diversity and equal opportunity, employing over 14,000 colleagues from over 100 different countries including locations in Asia Pacific, CIS, Central Asia, Western and Eastern Europe, Africa the Middle East.

Jumeirah Group, the global luxury hotel company and a member of Dubai Holding, operates a world-class portfolio of hotels and resorts. Jumeirah Zabeel Saray is a luxurious beachside resort located on the West Crescent of the iconic Palm Jumeirah in Dubai. The interior of the resort is inspired by the ancient palaces of Turkey and features hand-painted finishings, Turkish artworks and stunning murals that conjure up images of the Golden Age of the Ottoman Empire. The resort boasts 405 rooms and suites, 38 Royal Residences, Talise Ottoman Spa, one of the largest and most luxurious spas in the Middle East and a collection of six diverse restaurants which offer a vibrant selection of culinary experiences.

About the Role

A great opportunity has arisen as Team Leader in the Executive Lounge at Jumeirah Zabeel Saray. The main purpose of this role is to supervise the daily operation of the Executive Club and Imperial Lounge  ensuring that relevant policies and  procedures are being followed and that the highest possible service is being delivered in a friendly and professional manner aiming to exceed guest’s expectations.

Establishes and develops personal guest contact, promotes feedback and is constantly proactive in anticipating guest needs and requirements.

To ensure that all department expenses are controlled with focus on beverage and food costs. To ensure that credit policy and cash handling policy is followed, as well by all colleagues.

Ensure that all charges for the day are recorded on the proper hand over summary and traffic sheets and are handed over to the Accounting Department / Night Auditor at the end of the evening shift.

Some of your main duties will be:

  • Set an example for all Guest Service Executives with regards to punctuality, grooming, courtesy, attitude, team work, guest relations and following of policies & procedures.
  • Assist Guest Services Executives in their daily work and to deal with any problems or guest complaints in a professional and efficient manner.
  • Function as a liaison between Guest Services Executives and the Guest Services Manager, offering feedback and communicating both ways.
  • Monitor performance of Guest Service Executives and provide feedback & coaching to ensure they are maintaining defined Club Lounge standards.
  • Maintains the privacy of all guests by ensuring that no details of the guest are disclosed to anybody
  • Administrational

  • Respond to internal/external e-mails
  • Ensure the logbook is constantly kept up to date with new information
  • Ensure clear Step by Steps are developed, communicated, updated and implemented to ensure compliance with QMS procedures.
  • Maintain an up-to-date hard copy of the Step by Step manual.
  • Maintain records as per Step by Step requirements and as detailed on the Record Register on the Department Performance Plan.
  • Ensure along with GSM that appraisal are conducted effectively in the Executive Club and Imperial Lounge and recorded according to Jumeirah Policy. 
  • Operational

  • Handle day- to-day operation of the Executive Club and Imperial Lounge to ensure high standard of service and guest care at all times as directed by Assistant Manger.
  • Assist the Assistant Manager in supervising both Lounges.
  • Ensure smooth and efficient Front Office as well as F&B service.
  • Ensure check-lists are carried out as required.
    • Check all mise-en-place of the Club Lounges are ready for service.
    • Ensure that service is smooth and efficient.
    • Carry out continual checks of guest satisfaction.
    • Check daily requisition and expiry dates of lounge items.
    • Ensure proper colleagues grooming and attendance is adhered.
    • Ensure all operating stock is well maintained.
    • Assure the upkeep and cleanliness of the lounges and the pantry at all times.
    • Greet Club and suite arrivals who complete their registration procedures in the Lounge and to attend all their needs throughout their stay at the hotel.
    • Allocate rooms/suites for all arrivals for the lounges.
    • Ensure smooth check-in of all arriving guests.
    • Ensure that all arriving guests are escorted to their respective room or suite.
    • Handle any guests’ complaints according to Jumeirah & ZS complaint handling standards.
    • Assist Guest Services Executive with any group arrivals and departures
    • Host and supervise the daily F&B operations within the allocated lounge.
    • Ensure check-lists are carried out as required.
    • Ensure performance of colleagues is managed as per company guidelines.
    • Promote teamwork and co-operation on a continuous basis
    • Ensure that the Assistant Manager is informed about all the activities in the lounges.
    • Maintain open line of communication and co-ordination with related departments to ensure guests’ requests and complaints are handled effectively and efficiently.
    • Identify and anticipate guests’ needs and requirements and to be a continual source of information, help and assistance.
    • Adhere to Resort’s health and safety policies, in particular the Jumeirah Food Hygiene standards.
    • Attend and conduct briefings and meetings.
    • Maintain knowledge of all menu items and service procedures in the lounges.
    • Liaise with kitchen and beverage department on daily operation.
    • Conduct on-jobs trainings for all colleagues in the department. 

    Financial                      

  • Ensure that the Resort’s credit policy is being followed at all times and that the Credit Check Report is carried out.
  • Be aware of the departmental budget and assist in maximizing room revenue and controlling departmental expenses.
  • Supervise the auditing process making sure that all details are balanced.
  • Ensure that all Guest Services Executives have sufficient cash and change in their float.
  • Handle late charge letters in a responsible manner ensuring that the guest’s signature is on the applicable bill and that a receipt and letter is forwarded to the guest.
  • Maximize sales and profit by providing excellent value and service and utilizing suggestive and up-selling techniques.
  • Ensure that care is taken in the handling of all operating equipment so as to minimize breakage/damage. 
  • Ensure all bills are checked for accuracy prior to presentation.
  • Adhere to all JI cashiering and cash handling procedures at all times.
  • Demonstrate knowledge of individual contribution to department objectives.
  • Suggest to manager or departmental trainer any training needed to enhance performance.
  •  Other Duties               

  • Identify training needs, carry out training and document it appropriately.
  • Be aware of the Hotel’s fire and emergency procedure.
  • Comply with the Hotel’s health, safety and hygiene policy and maintain grooming standards.
  • Act as a sales person of all Jumeirah International properties and products.
  • Perform any related duties and special projects as requested by the Manager.
  • Adhere to Jumeirah International’s Guiding Principles and Hallmarks
  • Carry out appraisals and Bi-Monthly Feedback Sessions for Guest Service Executives as along with Asst. GSM / GSM.
  • Proactively provide feedback & suggestions to the Front Office Manager to improve processes and guest satisfaction.
  • To coordinate the introduction and training of new employees
  • To assist the Reception staff in their duties as required
  • To introduce guests to the hotel’s Sirius Programme
  • To ensure that all reception staff are well aware / trained about their Manual and procedures
  • Supervise the cross training of staff from other departments
  • Any other duties that may be asked of the management.

    About You

    In order to be considered for this role, you will have the genuine interest in assisting others, and enjoy working with people. Apart from these you should also have/ be:

  • Diploma or Degree equivalent Hotel related education
  • Completed  Secondary School Education
  • Well versed spoken and written English
  • Minimum 2 years Hotel Experience in a 5 star, experience
  • Sound  Computer Knowledge, i.e. well versed with windows, internet explorer and word, either POS or PMS system
  • Previous Front Office  / F&B Experience is desirable
  • Knowledge of  Opera and Micros
  • Training experience
  • Good interpersonal and communication skills
  • Additional Language would be of advantage: Arabic, Russian or European language.
  • Good in time management
  • Leadership  /People management
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