The Gold Lounge Assistant Manager is the second in-charge of the Lounge, who will assist Gold Lounge Manager to arrange for Loungeās smooth operations in general, and focus on guestsā interactions and service quality assurance, which provided by the Lounge colleagues, in particular. He/she plays significant role in ensuring Fairmont Gold guestsā memorable stay by monitoring and enhancing each touch points. The Assistant Manager also be the Champion of ALL loyalty program:
- Familiarize with hotelās emergency procedures and policies in order to play an active role in the event of an emergency.
- Adhere to safety, security & hygiene policies and procedures
- Organise, coordinate and conduct the daily activities at the Fairmont Gold Lounge, in relations with all Gold Lounge colleagues, according to Brand standards. Report to Fairmont Gold Manager
- Be in charge of the Fairmont Gold Lounge in the absence of Fairmont Gold Manager
- Ensure that all Gold Lounge colleagues to provide top notch service in accordance with Hotelās policies and procedures as well as Brand standards.
- Ensure that all Fairmont Gold guests to be in touch during the stay, by courtesy personal meet & greet, service at the Lounge or beyond, ā¦ and then receive tailored service for their satisfactory stay.
- Handling guest's special request or complaints during their journey, to ensure of proper follow-up for guest most satisfactory experience.
- Coordinate with Gold Lounge supervisor and related departments to identify improvement areas, thus fulfill with necessary action plans and trainings.
- Assist Gold Lounge colleagues with their daily tasks and operations.
- Review all information of Lounge operating reports (number of covers, orders and transfers, breakage, ā¦) to consolidate general reports about Lounge efficiency, consumption trends with respective revenues.
- To review and take action with the daily glitch report at the Lougne.
- Review GSS scores continuously and take action if necessary.
- Be the section's champion about Loyalty program - ALL Accor Live Limitless as well as subscription membership program Accor Plus Explorer.