Lounge in Charge

About the Role

Plaza Premium Group is seeking a Lounge in Charge to oversee lounge operations in Ha'il, Saudi Arabia. This full-time role involves managing daily activities and ensuring high service standards during assigned shifts, acting as the primary operational lead in the absence of the Lounge Manager or Duty Manager. The position requires 2-5 years of relevant experience.

Key Responsibilities

• Oversee overall lounge operations during assigned shifts, ensuring service excellence.
• Act as the Lounge In-Charge, making operational decisions when the Lounge Manager or Duty Manager is absent.
• Supervise all lounge functions, including reception, F&B, and housekeeping, to ensure seamless operations.
• Ensure compliance with company procedures, admission policies, and Saudi regulatory requirements.
• Manage guest check-in, admission procedures, and handle enquiries, feedback, and complaints.
• Monitor lounge areas for cleanliness, comfort, and readiness, coordinating with relevant teams.
• Oversee cash handling, billing, record-keeping, and proper documentation of lost and found items.
• Monitor staff adherence to service standards, grooming, and conduct.
• Assist with staff scheduling, attendance monitoring, and shift handovers.
• Conduct lounge opening and closing procedures and manage lounge capacity during peak periods.
• Handle incidents and emergencies, liaising with airport authorities, airlines, and partners as needed.
• Monitor inventory levels and coordinate stock requisitions.
• Support training and on-the-job coaching for guest service staff.
• Prepare basic operational reports and escalate issues to management.
• Perform additional duties as assigned by management.

Operational Oversight

This role involves direct supervision of daily lounge activities, ensuring that all service standards are met and operational efficiency is maintained. The Lounge in Charge will be responsible for supporting lounge management in upholding guest satisfaction and ensuring all functions, from guest reception to F&B services, run smoothly.

Guest Experience Management

A core aspect of this position is to ensure a positive guest experience. This includes professionally greeting and assisting guests, efficiently handling enquiries and complaints, and ensuring that all guest interactions reflect the high standards of Plaza Premium Group. The role also involves supervising guest service officers to maintain consistent service quality.

Compliance and Reporting

The Lounge in Charge is responsible for ensuring strict adherence to company policies, admission guidelines, and all relevant Saudi regulatory requirements. This includes overseeing accurate cash handling, billing, and record-keeping, as well as preparing essential operational reports for management review.

Work Environment

This is a full-time position based in Ha'il, Saudi Arabia, requiring a commitment to maintaining high service levels in a dynamic lounge environment. The role involves working closely with various teams, including housekeeping, maintenance, and kitchen staff, to ensure seamless operations and guest satisfaction.