Guest Services Supervisor (Executive Lounge)

The Guest Services Executive in the Executive Lounge is the primary point of contact for VIP and executive guests, responsible for delivering a warm, seamless, and personalised experience in the lounge. The role combines guest relations, lounge operations, and light refreshment service, ensuring that all VIP guests enjoy high-quality refreshments, a refined environment, and attentive service throughout their stay. Key Responsibilities Greet VIP guests warmly upon entry to the lounge and provide a professional, welcoming first impression. Assist with VIP check-in and check-out within the lounge where applicable, ensuring a smooth and efficient process. Provide accurate information on hotel services, facilities, dining options, local attractions, and transportation arrangements. Handle guest inquiries, requests, and special arrangements (e.g. spa bookings, dining reservations, transport) promptly and professionally. Maintain confidentiality and privacy for VIP guests, ensuring personalised yet discreet service. Refreshment & F&B Service Support Ensure refreshment areas (e.g., coffee, tea, juice, snacks, light meals) are consistently well-stocked, fresh, and presented to the highest standard. Assist with the preparation and service of refreshments to VIP guests, including beverages, light snacks, and plated items where required. Monitor and replenish refreshment displays, ensuring quality, variety, and visual appeal throughout the day. Communicate with the kitchen and F&B team to coordinate special guest requests (e.g., dietary needs, allergies, customised items). Support the setup and breakdown of any special lounge events or VIP-centric services, such as evening cocktails or private tastings. Environment & Presentation Standards Monitor lounge cleanliness, ambience, and presentation, ensuring the space is always immaculate and inviting. Coordinate with Housekeeping to maintain a pristine environment, including floors, tables, restrooms, and decorative elements. Ensure all furniture, equipment, and fittings are in good condition and report any defects or maintenance issues promptly. Maintain high standards of grooming, uniform, and personal appearance as per hotel policy and luxury brand expectations. Guest Relations & Feedback Record and respond to guest feedback on lounge experience, refreshments, and service quality, acting promptly to resolve issues. Identify and anticipate VIP guest preferences, proactively addressing needs before they are expressed. Escalate complex or sensitive guest concerns to the Duty Manager as appropriate. Assist with lounge inventory management, including refreshment stock, linens, service items, and other consumables. Maintain accurate records of guest visits, refreshment usage, and special requests where required. Support basic administrative tasks such as preparing guest correspondence, logging requests, and maintaining records in line with hotel procedures. Handle billing and payment processes related to VIP lounge services, ensuring accuracy and compliance with hotel policies.